Open to opportunities

Amanda Velazquez

@amandavelazquez

Driving Growth and Transformation | Scale Operations, Sales & Digital Strategy with AI Innovation | Expert in Change Management & Value Creation

Costa Rica

Message

What I'm looking for

I seek senior operational roles where I can partner with executive teams to scale organizations, implement data-driven operating systems, lead change management, and deliver measurable revenue and efficiency improvements in collaborative, growth-focused environments.

I turn strategy into execution that creates measurable value.

Transformational leader with 15+ years of experience driving growth, operational excellence, and digital innovation across financial services and technology sectors. I specialize in leading customer experience, sales, and operations teams through complex transformations—delivering revenue growth, improved margins and industry-leading client satisfaction.

Known for turning strategic vision into actionable measurable plans, I guide cross-functional teams through digital transformation, CRM optimization, and service design innovation and delivery. I’ve led enterprise-level client relationships, program delivery by spearheading initiatives that elevate customer experience, boost NPS, and accelerate time to revenue.

My approach blends data-driven decision-making, agile methodologies, AI enablement, and a deep commitment to talent development and team coaching. With a global perspective shaped by experience across Mexico, the U.S., Costa Rica, Panama, and broader Latin America and the Caribbean. I bring strong experience operating in multi-country, multicultural environments, building high-performing teams that thrive across regions and time zones.

My leadership style is grounded in clarity, empathy, and accountability. I am passionate about aligning people, process, and technology to build organizations that scale, adapt, and deliver sustainable value.

My core philosophy is simple: creating value by bridging strategic vision with precise execution—always centering human potential and technological advancement.

Experience

Work history, roles, and key accomplishments

Senior Director, Client Success

Visainc

Jan 2021 - Jan 2025 (4 years)

Directed operations and performance analytics across 300+ fintech clients, drove change management and digital adoption, and generated $2M+ in new business while achieving 10%+ YoY revenue growth and NPS 71.

Client Success Change Management Performance Analytics Digital Transformation Stakeholder Management Governance Training Delivery

Head, Sales and Marketing

Universidad Fidelitas

Jan 2020 - Jan 2021 (1 year)

Led digital transformation initiatives to improve conversion rates and operational speed using analytics-driven optimization and marketing strategy.

Digital Transformation Conversion Rate Optimization Marketing Analytics Sales Strategy Training Content Development Stakeholder Engagement

Regional Director

Scotiabank

Jan 2018 - Jan 2019 (1 year)

Managed integration of a $1.5B portfolio and 100K customers, led 22 managers (180+ team) through change management, and drove process optimizations that enabled 30% efficiency gains and $300M+ revenue impact.

Integrations Management Change Management Portfolio Migration Operations Leadership Process Optimization Coaching & Compliance

Head of Branch Network

Scotiabank

Jan 2017 - Jan 2018 (1 year)

Led branch network operations and Citi integration for 22 managers and 180+ staff, implementing customer-centric standards and change programs to preserve continuity during a major acquisition.

Branch Operations Leadership Training Programs Service Delivery Customer Experience Change Management

Director, Customer Experience

Scotiabank

Jan 2013 - Jan 2017 (4 years)

Defined and executed regional change management and CRM transformation programs, operationalizing global sales and service priorities across channels and driving sustainment and measurement.

Customer Experience Program Management UAT Cross Functional Collaboration Training Measurement

Director, Support & Sustainment

Scotiabank

Jan 2012 - Jan 2013 (1 year)

Established corporate service model and governance, standardized operations across multi-site service teams, and managed KPI/SLA performance and incident management.

SLA Management Incident Management Standardization Training Operational Management

Director, Retail Banking

Scotiabank

Jan 2009 - Jan 2012 (3 years)

Led retail banking strategy and a team of 18 managers (150+ staff), delivered 25+ process improvements driving $150M market growth and double-digit portfolio expansion during integrations.

Retail Banking Team Leadership Process Improvement Sales Strategy Workforce Planning Performance Management

Senior Business and Sales Manager

Scotiabank

Jan 2008 - Jan 2009 (1 year)

Managed corporate sales and service strategy to improve sales performance and customer experience in call center and external sales channels, delivering $2M+ savings from workforce planning.

Sales & Management Call Center Operations Workforce Planning Customer Experience Coaching

Marketing, Communications & CSR Manager

Scotiabank

Jan 2006 - Jan 2008 (2 years)

Led brand relaunch, communications, and customer retention programs, delivering over $1.5M in publicity and strategic marketing initiatives.

Brand Strategy Communication CSR Marketing Campaigns Customer Retention

Education

Degrees, certifications, and relevant coursework

University of Chicago

Executive Certificate, Artificial Intelligence and Data Science

Completed an executive program in Artificial Intelligence and Data Science for executives focused on strategic application of AI and data-driven decision making.