At Localiza, I lead 21 Customer Success professionals across Mexico and Brazil. I launched the Next-Day Reservation Confirmation Program, reducing no-shows by 17%, and drove conversion from 8% to 27% with a call flow that achieved 90% NPS.
At Camino Health Center, I designed a remote contact center operating model connecting three California clinics with a Mexico-based team. I also developed SOPs, workflow documentation, and transition manuals.
At Carvana, I collaborated with Operations and Logistics to improve customer outcomes and identified customer behavior trends to support continuous improvement. At JPMorgan Chase, I designed and delivered instructor-led and virtual training programs.
At Mayca Marketing, I directed Customer Service operations and built structured onboarding and KPI reporting frameworks, achieving a 93% long-term retention rate. I also worked as an English Instructor at Colegio del Pilar.
