Open to opportunities

Carla Coria

@carlacoria

Message

Operations & customer experience executive building AI-enabled retention and revenue systems.

Argentina

Message

What I'm looking for

I’m looking to lead customer operations end-to-end—owning KPIs, org design, CRM/system architecture, and AI automation—staying close to the frontline while setting executive escalation governance in a high-growth, high-ambiguity environment.

I’m an operations executive with 17+ years building, scaling, and leading customer operations across healthcare, SaaS, and e-commerce. I’m a founding leader of three departments built from zero—each delivering measurable retention, revenue, and efficiency gains within the first year.

I operate at both altitudes: I set strategy, KPI architecture, and escalation governance at the executive level while staying close enough to the frontline to know where the process breaks. Industry-agnostic, I’ve combined org design, CRM and systems architecture, revenue recovery, and cross-functional alignment between Product, Engineering, Legal, and GTM.

Most recently, I founded the Candidate Success function for Visa Solutions Healthcare, protecting a $360M+ placement pipeline. I increased retention 48% through a white-glove, single-point-of-contact model and proactive risk triage, and I cut average response time from 1.3 months to 6 hours by making WhatsApp the primary channel for offshore candidates—plus I architected the HubSpot CRM environment used across departments.

Previously, at NurseDash I migrated support from BPO to in-house, doubled capacity at flat cost, and restored 70% of at-risk shifts through a cancellation recovery system ($500K+ recovered annual revenue). I also built an AI-supported trust-scoring approach that cut moderation processing time 88%, while leading a full CRM and communications stack migration (Zendesk/DialPad/Workplace → Front + Intercom + Slack), with Lean Six Sigma discipline guiding escalation governance, QA, and knowledge-base standardization.

Experience

Work history, roles, and key accomplishments

Current

Director of Candidate Success

Current

Visa Solutions Healthcare

Aug 2023 - Present (2 years 10 months)

Founded the Candidate Success function and protected a $360M+ placement pipeline by building org design, SOPs, escalation governance, and reporting from zero. Increased candidate retention 48% and cut average response time from 1.3 months to 6 hours via WhatsApp-first outreach and HubSpot CRM architecture.

Customer Success Process Design Claude Journey Mapping

Founder & Owner

La Comarca The Shire

Jan 2021 - Jan 2026 (5 years)

Owned full P&L for a board game, RPG, and specialty coffee retail concept, managing inventory, staffing, supplier/manufacturer relationships, pricing, and customer experience for five years. Built a community-centered revenue model through an in-house coffee shop and events, and declined six acquisition offers to protect brand reputation.

P L Ownership Revenue Strategy Operations Management Community Building Pricing Strategy Customer Experience Event Programming Inventory Management Staffing

Head of Support & Trust

NurseDash

Apr 2021 - Aug 2023 (2 years 4 months)

Built and scaled a 25-person, 24/7 support and fulfillment org from zero after taking over an underperforming BPO call center. Migrated to in-house to double agent capacity at flat cost, deflected 60% of inbound volume with Intercom self-service (<2 min first response, 94%+ CSAT), and restored 70% of at-risk shifts via a $500K+ cancellation recovery system.

Customer Support Operations 24 7 Team Leadership Support Migration (BPO To In House)Intercom Ticket Deflection First Response Time (FRT)CSAT Cancellation Recovery Systems CRM Migration (Zendesk DialPad Front Slack)Cancellation Recovery System

Customer Support Manager

MoxieLash

Mar 2019 - Apr 2021 (2 years 1 month)

Led a 24/7 support team of 16 across email, chat, social, and community channels with a white-glove, VIP-level service model. Reduced returns and replacements 75% in year one ($612K+ annual savings) by implementing a defect trend tracking system and coordinating fixes with manufacturing and influencer partners.

Customer Support Leadership Return Reduction Defect Trend Analysis KPI Management 24 7 Operations

Education

Degrees, certifications, and relevant coursework

Universidad Nacional de Río Cuarto

Bachelor of Science (B.S.), Business Administration

B.S. in Business Administration (in progress) with an embedded Associate Degree in Business Management.

Universidad Nacional de Río Cuarto

Associate Degree, Business Management

Embedded Associate Degree in Business Management as part of the Business Administration program.

Colegio de Abogados de Río Cuarto

Certified Paralegal, Legal Services

Completed paralegal certification program.

Six Sigma Yellow Belt

Six Sigma Yellow Belt, Process Improvement (Six Sigma)

Lean Six Sigma training completed at the Yellow Belt level.

ChurnZero

Customer Success Foundations Professional Certificate, Customer Success

Activities and societies: Business Operations & Strategy for Results, Customer Experience Leadership, Journey Mapping, Customer Onboarding for Loyalty & Expansion, Conflict Management, and Introduction to SQL Platforms (HubSpot, Salesforce, Zendesk, Intercom, Front, ChurnZero, Looker Studio, Power BI, Jira, Asana, Zapier).

Completed a Customer Success Foundations professional certificate covering customer success strategy and execution topics.