Open to opportunities

shalako walker

@shalakowalker

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Customer Success & Operations leader driving faster onboarding and stronger retention.

Uruguay

Message

What I'm looking for

I’m looking for a role where I can lead customer success and operations, improve onboarding processes with data-driven KPIs, and mentor distributed teams to boost satisfaction and retention across international markets.

I’m a Customer Success and Operations leader with 12+ years in international marketplace environments, focused on onboarding, process improvement, and team leadership. I’ve driven operational efficiency by reducing onboarding time by 30% while maintaining a 95% satisfaction rate among new users.

I coach and mentor distributed teams and build data-driven success strategies that improve customer satisfaction and retention. I design and optimize workflows, using KPI reporting and performance data to identify trends, measure outcomes, and support better decisions.

In my current role, I lead a distributed onboarding and recruitment team across multiple countries, overseeing recruitment and onboarding operations for 600+ freelance professionals and 1,800+ product listings annually. I also maintain KYC/AML onboarding compliance and partner with Product and Data to redesign onboarding workflows for scalable, consistent results.

Experience

Work history, roles, and key accomplishments

Recruitment & Onboarding Team Lead

ToursByLocals

Nov 2023 - Feb 2026 (2 years 3 months)

Led a distributed recruitment and onboarding team across multiple countries, improving onboarding operations at scale. Reduced onboarding time by 30%, maintained a 95% satisfaction rate among newly onboarded guides, and coordinated KYC onboarding and AML compliance for merchants.

Operations Management Team Leadership People Management Cross Functional Collaboration KPI Reporting Data Analysis Onboarding Customer Experience KYC AML Compliance SOP Development Knowledge Sharing Google Sheets Looker Performance Metrics HubSpot

Account Content Specialist

ToursByLocals

Jan 2021 - Nov 2023 (2 years 10 months)

Evaluated guide applications, profiles, and listings to ensure marketplace quality and consistency. Supported prospective guides through recruitment and onboarding, improved onboarding workflows, and used HubSpot CRM to track progress and reduce communication delays.

Quality Assurance Customer Onboarding Account Management Cross Functional Collaboration Process Optimization Training Enablement HubSpot CRM

Account Manager

ToursByLocals

Jan 2019 - Dec 2020 (1 year 11 months)

Managed relationships with active guide partners to improve marketplace performance and enable growth through platform adoption and optimization. Monitored engagement and service quality using performance trends and led growth discussions based on marketplace data and business metrics.

Account Management Stakeholder Management Service quality

Operations Coordinator & Tour Leader

Cultura Cercana S.R.L.

Jan 2012 - Jan 2019 (7 years)

Coordinated tourism operations involving suppliers, guides, and travelers from the United States. Led cultural and experiential tours across Uruguay and managed logistics, schedules, and guest communications to resolve issues and maintain customer satisfaction.

Tour Operations Customer Service Logistics Coordination Scheduling Stakeholder Management Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Universidad de la República (UdelaR)

Bachelor's Degree, Social Anthropology

Earned a Bachelor's degree in Social Anthropology at Universidad de la República (UdelaR).

Coderhouse

Diploma, Data Analytics

Completed a Data Analytics diploma at Coderhouse, covering business reporting, data analysis, dashboard development, and data visualization using Looker Studio, Tableau, and Excel.