Open to opportunities

Francisca Bertoglia

@franciscabertoglia

Message

I lead LATAM customer success teams through KPI-driven operational improvements.

Chile

Message

What I'm looking for

I'm looking to lead Customer Success or operations teams where I can use KPI-driven coaching, empathetic leadership, and continuous improvement to strengthen team performance and customer outcomes.

I've led Customer Success and operations teams across Uber and Cornershop, supporting B2B and B2C clients throughout LATAM. I manage agent performance through KPI reporting, QA reviews, 1:1 feedback, improvement plans, and presentations to area leaders.

Across teams of 10–11 agents in Chile and Mexico, I combine proactive, empathetic leadership with conflict and crisis management to help teams reach their full potential. I've also driven operational improvements, managed schedules and attendance processes, and maintained content tools for marketplace and store-support operations.

Experience

Work history, roles, and key accomplishments

COE Specialist Team Lead LATAM

Uber

Aug 2023 - Apr 2024 (8 months)

Led a team of 10 agents in the SSL Center of Excellence for Marketplace LATAM, reviewing QA performance, providing feedback, and raising operational improvements. Generated KPI reports and monitored attendance and compliance.

Leadership Team Management QA KPI Reporting Intercom Zendesk Excel Google Sheets

Team Lead Store Ops

Cornershop/Uber

Sep 2021 - Aug 2023 (1 year 11 months)

Led a support team for stores on the Cornershop LATAM platform, managing 10 agents in Chile and Mexico. Created performance reports, developed improvement plans, and handled scheduling and leave requests.

Leadership Team Management KPI Reporting Excel Google Sheets Intercom Zendesk

Team Lead Shopping Operations Manager

Cornershop

May 2020 - Sep 2021 (1 year 4 months)

Led a team of 11 Shopper Support agents across LATAM, monitoring KPIs and developing strategies to improve performance. Provided constant feedback and presented team performance to area heads.

Leadership Team Management KPIs Excel Google Sheets Intercom Zendesk