William Aponte

Long-term roles with US companies in operations, client success, project and product management, through Upwork. I rebuild broken CRMs and workflows from the root cause and document them so they run without me.

I take the escalated tickets for a US B2B platform, trace each issue to its root cause and fix recurring problems so they stop coming back.

I sat between the client, operations and engineering for a US SaaS team: turned business needs into clear requirements, prioritized the backlog by impact, and kept delivery aligned with what customers actually needed. 500+ hours, 5-star feedback.

Created project plans, timelines, and tracking in Smartsheet for a senior healthcare IT consultant.

Took over an abandoned build and turned it into a live platform with thousands of active users across the US, Latin America and Europe. Built the CRM funnels, segmentation and multilingual journeys. The client lifted my hours cap after the first week.

Led a team of 10 to 30 people across time zones, focusing on speed and accuracy. Acted as a link between technical and department leadership, providing coaching and workflow improvements that raised throughput.

Owned customer escalations, kept clients informed in writing, and closed the loop with the product team.

Led a system migration that improved sales performance, implemented the CRM and a new sales platform, and maintained phone and VoIP systems.

Handled phone, email, chat, and ticket queues, managed escalations, and supervised team members.

Completed high school education with a focus on sciences, earning a Bachiller en Ciencias diploma.