Lola Gonzalez Victorica

Led global Customer Experience operations across 15+ lines of business, spanning software, hardware, payments, compliance, logistics, and market operations. Drove automation initiatives that increased chatbot containment from approximately 15% to 50% and led CX readiness for launches across LATAM, APAC, and US.

Led People Operations strategy and execution, driving process optimization, automation, compliance, and workforce initiatives to support a high-growth remote organization. Partnered with leadership on workforce planning, organizational development, DEIB initiatives, HRIS optimization, payroll, benefits, compliance, and employee experience.

Led Talent Acquisition and People Operations initiatives across a high-growth remote organization, partnering directly with leadership and the C-suite on workforce planning, recruiting operations, organizational growth, and people strategy. Drove process improvement and automation across HR tools, DEIB-focused recruitment initiatives, and the migration and implementation of a new HRIS.

Led customer operations across 15+ markets (EMEA, APAC, and LATAM), managing a team of 20+ professionals while driving process improvements, automation, and operational performance. Led the hiring and onboarding of 150+ analysts for global KYC projects and received the Best Team Award (Q2 2021) for outstanding operational performance.

Managed workforce management, capacity planning, forecasting, and performance analytics for global operations. Developed dashboards and KPIs using SQL and Tableau to optimize productivity, service levels, and operational planning.

Supported cross-functional operational improvement initiatives across Europe, Asia, and Latin America, identifying process inefficiencies and contributing to automation and customer experience projects. Partnered with global teams on process design, training, audit readiness, and operational risk initiatives, helping standardize operations across multiple regions.

Ongoing continuing studies in Artificial Intelligence & Business Applications at Stanford University, expected to complete in 2026.

Certificate for Communicating Strategically from Dartmouth College, completed in 2025.

Bachelor's Degree in International Relations from Universidad del Salvador, completed in 2019.