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Alejandra Morales Zarabozo

@alejandramoraleszara

Operations leader at Straive who launched a multi-site team across Mexico and the Philippines, reaching 83% performance against an 80% target.

Mexico

Message

At Straive, I led recruitment and onboarding for 24 professionals across Mexico and the Philippines, establishing a multi-site operations team. I oversaw four workflows that reached an 83% performance average against an 80% target.

At TotalPass, I led six Key Account Managers managing a 4M MXN portfolio and redesigned onboarding for the Mexican market. I automated customer communications and built self-onboarding flows, reducing average registration time from 14 to 11 days.

At Doctoralia (Docplanner Group), I revamped the Mexican farming process with a 14-person team, exceeding historical results by about 10% in the first quarter. I also built a ticketing system connecting Slack with HubSpot, increasing resolution of escalated requests from 3% to 65% in the first month.

At TikTok, I launched content moderation for the Mexican market with an 18-person team, and at American Express I coached a team serving high-spend customers. My work has included customer success, operational workflows, team coaching, and AI-assisted automation.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager – Operations

Current

Straive

Jul 2026 - Present (4 months)

Led end-to-end recruitment and onboarding of 24 professionals across Mexico and the Philippines, establishing a multi-site operational team. Oversaw four operational workflows against client-defined KPIs, reaching an 83% performance average against an 80% target.

Recruitment Onboarding Team Leadership KPI Management Coaching Mentorship Process Improvement

Customer Success Team Leader

TotalPass

Jul 2025 - Jul 2026 (1 year)

Led a team of 6 Key Account Managers managing a 4M MXN portfolio; redesigned the onboarding process for the Mexican market. Generated 200K MXN in new fees within the first quarter and automated customer communications, cutting average registration time from 14 to 11 days.

Customer Success Team Leadership KPI Analysis OKR Management Quality Assurance Automation AI HubSpot Salesforce

Operations Team Lead – Farming & Digital Strategies

Doctoralia

Dec 2023 - Jul 2025 (1 year 7 months)

Revamped the farming process for the Mexican market, leading a 14-person team that exceeded historical results by ~10% in the first quarter. Built a ticketing system bridging Slack with HubSpot, raising resolution of escalated requests from 3% to 65% in the first month.

Team Leadership Process Improvement Google Ads HubSpot Slack Ticketing Systems KPI Management

Operations Team Lead – Trust & Safety

TikTok

Jun 2022 - Dec 2023 (1 year 6 months)

Launched content moderation for the Mexican market, leading an 18-person team that met and exceeded targets. Selected 100+ candidates with Talent Acquisition, achieving 0% attrition among hires.

Team Leadership Content Moderation Talent Selection Training SOP Development Coaching

Acting Team Leader

American Express

May 2018 - Jun 2022 (4 years 1 month)

Managed a dedicated portfolio of high-spend customers, coaching the team through call monitoring, QA, and daily metric reviews. Partnered with the Learning team on curricula and onboarding; co-developed internal communications and marketing campaigns.

Team Leadership Coaching Quality Assurance Customer Satisfaction Onboarding Marketing Campaigns