At KRIPTOS, I led Customer Operations and Experience across the post-sales lifecycle for an AI and Data Governance SaaS platform. I engineered an operating model that scaled capacity from about 15 to 70 B2B clients and reduced time-to-value from about seven months to 1.5–3 months.
I built the Customer Success function from scratch, establishing segmentation, lifecycle playbooks, health frameworks, and governance. In 2025, the organization achieved more than 90% gross retention while upsell revenue grew 3.63x and cross-sell revenue 5.19x year over year.
At EQUIFAX, I directed a 24/7 technical support and service delivery hub for enterprise clients. I reduced out-of-SLA incidents from about 50% to 5%, helped achieve 100% gross retention across a $20M+ ARR portfolio, and led regional efficiency work that generated about $500K USD in enterprise value.
Earlier, I led regional operations and improvement initiatives at PEDIDOS YA and EQUIFAX, and advised corporate clients on transformation and technology implementation at CPA FERRERE. I hold a PMP credential and Lean Green Belt certification, and have a post-degree in Organizational Change and a B.S. in Industrial Engineering.
