Natalia Hoyos Londoño

Led a LATAM support organization of 60+ employees for the U.S. market, improving service level by over 70% and reducing wait times from 40 to 1 minute. Reduced staff turnover by 40% by implementing a technical support operation structure, KPI dashboards, and continuous improvement initiatives.

Managed a customer service team of 8–10 professionals for the Andean market, primarily supporting Brazil, to ensure service continuity, inventory availability, and supplier performance. Led inventory monitoring, order fulfillment, supplier coordination, and onboarding programs for employees and suppliers, reducing adaptation timelines and improving integration efficiency.

Supervised customer care operations across the Americas (U.S., Canada, Brazil), improving customer retention through workflow improvements and optimized issue resolution. Boosted incident resolution and customer satisfaction by spearheading performance tracking and personalized coaching for 12 technical support specialists, and managed escalations for complex cases and strategic clients.

Led daily customer care operations to ensure SLA and service quality standards were met. Coached and mentored the team, partnered with product and engineering to resolve complex technical issues, and improved operational processes through standardized case-closure workflows.

Provided technical customer support via phone, email, and chat, resolving customer inquiries and maintaining accurate CRM documentation. Contributed to internal knowledge base creation and process documentation to support consistent service delivery.

Advised clients on financial products and tailored service solutions while managing customer relationships. Prepared business decision reports to support client outcomes and ongoing account management.

Completed a Master of Business Administration (MBA) at EUDE Business School in 2020.