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Tiziana Ortiz

@tizianaortiz

International Operations & Implementation professional | SaaS onboarding, customer operations, process improvement & cross-functional coordination.

United States

Message

What I'm looking for

I’m looking for remote or international opportunities where I can combine implementation, customer onboarding, operations, process improvement, and technology. I’m particularly interested in roles where I can help customers or teams adopt solutions, improve workflows, coordinate stakeholders, and turn operational needs into practical results.

I build bridges between people, processes, and technology to turn operational and customer needs into practical solutions.

My background spans international operations, functional system implementation, customer onboarding and adoption, process improvement, stakeholder coordination, and customer operations across SaaS, international business, government, and institutional environments.

Throughout my career, I have often worked where operations need to be structured, improved, implemented, or translated into something people can actually use. My experience includes configuring and supporting business systems, designing customer onboarding processes, supporting product adoption, training users and teams, improving workflows, coordinating cross-functional stakeholders, managing vendors, and solving operational problems in complex service environments.

I have worked professionally across Colombia, Ecuador, and the United States, with additional experience coordinating international suppliers, companies, clients, and remote teams across multiple markets. I’m comfortable working across cultures, functions, and organizational environments while keeping people, processes, technology, and execution connected.

Technology is a natural part of how I work. I learn new platforms quickly and have experience across CRM, customer support, project management, collaboration, business operations, and institutional systems. I also use generative AI as a practical tool for research, productivity, problem-solving, and improving how I work.

I’m particularly interested in remote and international opportunities in Implementation & Onboarding, Customer Operations, Process Improvement, and Operations, especially where technology, customers, and cross-functional execution intersect.

Experience

Work history, roles, and key accomplishments

Current

Auxiliar de Misión Diplomática

Current

Ministry of Foreign Affairs of Colombia

Sep 2023 - Present (3 years 1 month)

Support consular and administrative operations spanning citizen services, procurement, vendor coordination, operating-account administration, asset control, compliance documentation, and institutional systems. Contribute to the on-site operational delivery of special consular activities across a multi-state jurisdiction.

Vendor Management Procurement Compliance Cross functional Coordination Stakeholder Management Operations Management

Customer Support Manager

Crosshero

Jul 2020 - Jul 2023 (3 years)

Promoted from Customer Happiness to Customer Support Manager, coordinating customer support operations, team coverage, and post-sale customer experience. Designed a structured customer onboarding process with personalized account configuration and product guidance, supported product adoption, and helped resolve technical and operational issues in a SaaS environment.

Customer Support Team Coordination NPS Customer Satisfaction Intercom Clientify WhatsApp SaaS

Customer Success Specialist

Workana

Aug 2019 - Jan 2022 (2 years 5 months)

Managed bilingual client relationships across a digital talent marketplace, translating project requirements into freelancer needs and coordinating clients, talent, and platform interactions. Resolved service and project-delivery issues through stakeholder mediation and conflict resolution.

Customer Success Bilingual Communication Stakeholder Management Conflict Resolution Project Coordination

Sales Deputy Manager

Florecal S.A.

Mar 2016 - Jul 2018 (2 years 4 months)

Promoted from Account Manager to Sales Deputy Manager, managing international customer accounts and coordinating requirements across clients, sales, production, and inventory. Played a key functional role in implementing Komet Sales, translating operational requirements into system configuration and supporting go-live, user training, and adoption.

Account Management Sales Operations Komet Sales Software System Configuration Customer Retention

Purchasing & Logistics Director

Nardus S.A.

Jun 2015 - Mar 2016 (9 months)

Managed international sourcing and time-sensitive logistics across suppliers in Colombia, Ecuador, and Africa, coordinating purchasing budgets, packing, freight agencies, and transportation requirements for European-market operations.

International Sourcing Logistics Purchasing Vendor Management Budget Management

Technical Support - Special Projects

APC-Colombia / United Nations Development Programme (UNDP)

Jan 2012 - Dec 2015 (3 years 11 months)

Supported the development, implementation, and follow-up of strategic and special projects, coordinating activities across institutional stakeholders and contributing to planning, analysis, reporting, training, quality initiatives, and operational follow-up.

Project Coordination Stakeholder Management Reporting Analysis

Bilingual Receptionist

Hotel & Convention Center Cosmos 100

Dec 2010 - Mar 2012 (1 year 3 months)

Managed guest and group check-in/check-out, reservations, guest inquiries and service issues, operational reports, and occasional night-audit responsibilities. Supported hotel e-commerce activities, including loading online promotions and reviewing performance indicators used to support commercial decisions.

Hospitality Hotel Operations Guest Service Customer Service Night Audit Reservations

VP Operations, Latin America

Premium Plus Flowers

Jan 2007 - Dec 2009 (2 years 11 months)

Helped build the Latin American operation for a U.S.-based business, establishing suppliers, sourcing and quality processes, logistics workflows, and operating controls across Colombia and Ecuador. Coordinated purchasing, supplier deliveries, freight arrangements, shipment requirements, and cross-border operations.

Operations Management Supplier Management Sourcing Logistics Quality processes

Purchasing & Quality Director

Galleria Farms

Jan 2004 - Dec 2007 (3 years 11 months)

Led international purchasing and quality operations supporting U.S. customers, coordinating suppliers and quality teams across Colombia, Ecuador, and Miami and managing high-volume seasonal sourcing and logistics.

Purchasing Quality Management Supplier Coordination Logistics Seasonal Sourcing

Commercial Coordinator

Casupá Ltda.

Jan 2002 - Dec 2004 (2 years 11 months)

Coordinated commercial and operational activities spanning international sales, a portfolio of 70+ customers, quality, postharvest coordination, and export logistics, while contributing to process standardization and business-system parameterization.

International Sales Customer Portfolio Management Quality Export Logistics Process Standardization Process Improvement

Education

Degrees, certifications, and relevant coursework

Corporación Universitaria UNITEC

Technology Degree, Hotel & Tourism Management

2010 - 2013

Grade: 3.67

Completed Colombian Título de Tecnólogo in Hotel Management and Tourism. Evaluated by World Education Services (WES) as equivalent to a U.S. Associate Degree from a regionally accredited institution, with 88 undergraduate semester credits and a 3.67/4.0 GPA.