At Insight Assurance, I consolidated ownership of the internal operating stack for a US and LATAM workforce, cutting several hours of manual coordination and reducing payroll errors by 70%. I also designed the company-wide performance cycle, including its framework, calibration, and leadership reporting.
At Unigo, I redesigned reporting and communication loops across 20+ enterprise partners, growing retention from 75% to 93%. I rebuilt support processes that raised satisfaction to 95% and managed $2M+ in disbursements.
At Bloom, I owned full-cycle recruiting for US tech clients and implemented Ceipal ATS. I also built performance, 1:1, and L&D frameworks for a 1,500+ person workforce, reducing turnover.
Earlier, at ICN Guatemala, I standardized delivery for 9 US clients with bilingual SOPs, training, and QA reporting. At TELUS International, I trained and coached 15+ team members while maintaining 90%+ satisfaction under strict client compliance.
