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Sandra Freer

@sandrafreer

Operations & Customer Service Leader | Bilingual EN/ES | Team Supervision, Process Improvement & Client Operations | Costa Rica

Costa Rica

Message

What I'm looking for

I’m looking to lead global mobility and relocation operations end-to-end—owning HHG logistics, compliance, and cross-border coordination—while improving KPIs, scaling teams through SOPs, and delivering excellent bilingual client service.

Operations and customer service professional with 15+ years of experience leading teams of 15–20+, managing 50+ active client accounts monthly, and delivering a 20% reduction in operational delays. Background spans BPO environments across international hospitality and retail e-commerce accounts, and senior operations leadership at an international relocation company serving clients across the US, Europe, and Latin America. Consistently focused on building teams that perform, processes that scale, and client experiences that retain. Bilingual English/Spanish; based in Costa Rica and open to remote roles across LATAM and worldwide.

Experience

Work history, roles, and key accomplishments

Operations & Client Services Manager

EKA Services

Mar 2024 - Nov 2025 (1 year 8 months)

Directed end-to-end international relocation operations for HHG, vehicle import/export, and commercial cargo, managing 50+ active accounts monthly and a 15+ person cross-functional team. Standardized SOPs and KPI tracking (Asana/Notion/Excel) to improve operational efficiency by 20%.

Global Mobility Management HHG Relocation Logistics Vehicle Exports Cross Functional Team Leadership Vendor Management

Operations Supervisor

EKA Services

Feb 2022 - Mar 2024 (2 years 1 month)

Coordinated international relocations across Central America for 50+ active accounts monthly, ensuring accurate import/export documentation (Bills of Lading, commercial invoices, packing lists). Reduced operational delays by 20% through process redesign and improved coordination with customs brokers and international partners.

Import Export Compliance Bills Of Lading Commercial Invoices Packing List Assignee Lifecycle Management Process Redesign Client Communication

Relocation Project Coordinator

EKA Services

Mar 2020 - Feb 2022 (1 year 11 months)

Managed multiple simultaneous relocation projects as the coordination hub between clients, operations, customs brokers, and logistics providers. Supported CRM and operational system implementation to improve communication between sales and client-facing teams.

CRM Systems Cross Functional Communication Assignee Lifecycle Coordination

Logistics & Operations Consultant

Volcano Live Event

Jan 2020 - Mar 2020 (2 months)

Coordinated logistics and vendor operations for an internationally broadcast live event, executing under compressed timelines. Managed high-stakes vendor coordination to support smooth, reliable event operations.

Event Coordination Vendor Operations Management event support

Customer Operations Supervisor

SITEL Group

Feb 2012 - Apr 2018 (6 years 2 months)

Led customer operations teams of 15–20 service professionals for six years, owning CSAT, AHT, quality, and adherence performance metrics. Managed complex international client escalations and built 1:1 coaching and performance review frameworks to improve consistent service outcomes.

Customer Operations CSAT AHT Quality Assurance Escalation Management Service Recovery Performance Reviews

Education

Degrees, certifications, and relevant coursework

Growth Institute

Scaling Up Certification, Business Growth

2024 -

Scaling Up certification from the Growth Institute completed in August 2024.

UCEM

Bachelor's degree in International Relations, International Relations

2003 - 2007

Bachelor's degree in International Relations from UCEM, completed from 2003 to 2007. Focused on cross-cultural diplomacy, international law, and geopolitics.