Open to opportunities

Mercedes Viglione

@mercedesviglione

Message

I drive service operations excellence through workflow optimization and cross-functional execution.

Mexico

Message

What I'm looking for

I’m looking to lead business operations in customer-facing, service-based models—improving coordination, scaling workflows, and elevating customer experience through structured process, measurable efficiency, and P&L impact.

I’m an operations and systems professional specialized in service-based businesses, workflow optimization, and customer-facing operations. With 20+ years across multinational companies, remote environments, and hands-on entrepreneurship, I’ve built and operated real-world service models—simultaneously managing customers, teams, vendors, workflows, service delivery, and cross-functional execution in real time.

Most recently, I co-founded and launched a high-touch service business (Mundo UKA | Kids Experience & Events) from concept to day-to-day operations. I lead real-time service delivery, workflow coordination, vendor management, staffing, and event execution, managing a 15-person service team in a fast-paced customer-facing environment. I designed and optimized workflows to improve coordination, communication, service consistency, and execution—achieving over $5.5M MXN in sales within the first eight months of operation.

Previously at Henkel, I drove growth and profitability through portfolio optimization and operational execution—delivering a +12pp profitability improvement and an all-time high SOM of 29.9%, as well as 45% gross margin across the category portfolio. Earlier, I led commercial communications initiatives that generated over 200 qualified leads through integrated communication and operational coordination, and I’ve continued to strengthen process design, customer experience, scalability, and operational efficiency through structured systems thinking.

Experience

Work history, roles, and key accomplishments

Current

Business Operations Manager

Current

Mundo Uka

Jul 2023 - Present (2 years 11 months)

Co-founded and launched a high-touch kids experiences and events service business, managing real-time service delivery from planning through execution. Led workflow coordination, vendor and staffing operations, achieving over $5.5M MXN in sales in the first eight months.

Service Delivery Workflow Optimization Vendor Management Team Leadership Customer Experience Process Design Event Operations Cross functional Coordination P&L management

Client Operations Coordinator

Alera Group

Oct 2023 - Apr 2024 (6 months)

Coordinated client operations workflows and process execution in a fully remote healthcare benefits environment. Improved administrative efficiency through workflow and process optimization across client operations and cross-functional coordination.

Client Operations Process Improvement Documentation Management Remote Operations Cross functional Coordination Operational Efficiency Administrative Operations Benefit Operations

Sr. Group Category Manager

Henkel

Sep 2022 - Jul 2023 (10 months)

Led category operations and portfolio management for beauty care business units, driving growth and profitability through operational execution. Repositioned and recovered Palette’s market performance, improving profitability to achieve 45% gross margin across the category portfolio.

Category Management Portfolio Optimization P&L management Market Repositioning Cross Functional Execution Operational Excellence Growth Strategy Commercial Operations

Sr. Group Brand Manager

Henkel

Aug 2020 - Sep 2022 (2 years 1 month)

Drove turnaround initiatives and hair styling portfolio optimization, delivering a +12pp profitability improvement through cross-functional execution. Achieved all-time high SOM of 29.9% by combining portfolio optimization with commercial execution.

Turnaround Management Portfolio Optimization SOM Optimization Cross Functional Execution Supply Chain Collaboration P&L management Operational Coordination

Head of Commercial Communications

Enel

Apr 2017 - Jun 2019 (2 years 2 months)

Led customer acquisition and lead generation initiatives through integrated commercial execution and operational coordination. Generated 200+ qualified leads by aligning communication efforts with operational workflows.

Lead Generation Customer Acquisition Integrated Campaigns Operational Coordination Cross Functional Execution Stakeholder Management Marketing Operations

Mobile Marketing & Customer Care

Maxcom Mobile

Apr 2016 - Apr 2017 (1 year)

Led operational coordination for the launch of Soriana Móvil, coordinating customer-facing operations and commercial execution across business areas. Managed communication workflows and operational processes to support the retail-focused mobile network initiative.

Operational Coordination Customer Care Operations Marketing Operations Workflow Design Cross functional Coordination Launch Management Workflows Process Management

Regional Marketing & Biz Dev

Seagate Cloud Systems & Solutions

Apr 2014 - Apr 2016 (2 years)

Coordinated remote regional business operations and partner execution initiatives across multiple Latin American markets. Supported cross-functional workflows, reseller coordination, and regional commercial operations in a fully remote environment.

Remote Operations Cross functional Coordination Business Development Support Market Operations

Sr. Brand Manager

Kimberly-Clark

Jan 2006 - Jan 2013 (7 years)

Supported commercial and category management responsibilities across the toilet paper business, driving portfolio execution and cross-functional coordination. Coordinated retail initiatives and operational business execution within multinational consumer goods environments.

Brand Management Category Management Retail Initiative Support Cross functional Coordination Systems Thinking Business Operations Marketing Operations