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Work Background
CIOMChief Operating Officer
Aug. 2024Mexico City, MexicoAs the Chief Operating Officer at CIOM, an innovative field data collection platform utilizing crowdsourcing, I led the operations and commercial areas, driving efficiency and company growth. My key achievements include: ✔ Optimization of Operational Processes: Developed and refined key internal processes, establishing clear and efficient operational standards that enhanced productivity and aligned operations with the company’s strategic goals. ✔ Transformation of the Customer Service Department: Redesigned the structure and performance metrics of the customer service department, implementing a results-driven approach that significantly increased efficiency and improved customer satisfaction, ensuring a superior user experience. ✔ Commercial Expansion and New Market Development: Led growth strategies that resulted in the expansion into new markets, increasing the customer base and diversifying the company’s revenue streams. ✔ Management of Multidisciplinary Teams: Coordinated multidisciplinary teams across various regions, optimizing communication and collaboration to ensure company objectives were met effectively and within established deadlines.
CIOMChief Commercial Officer (CCO)
Jan. 2024 - Aug. 2024Ciudad de México, MéxicoEn CIOM, una innovadora plataforma de recolección de datos de campo mediante un modelo de crowdsourcing, que permite a los clientes monitorear información en tiempo real. Realice las siguientes contribuciones: ✔ Desarrollo de Procesos Internos: Creación y mejora de procesos internos y manuales para puestos comerciales, estableciendo un marco claro y eficiente para las operaciones internas. ✔ Reestructuración del Departamento de Servicio al Cliente: Implementación de nuevos procesos y métricas de desempeño para el departamento de servicio al cliente, lo que llevó a una mayor eficiencia y satisfacción del cliente.
CIOMChief Growth Officer
Aug. 2023 - Jan. 2024Mexico City, MexicoIn Ciom, an innovative platform for field data collection through a crowdsourcing model, which allows clients to monitor information in real time, I made the following contributions: ✔ Internal Process Development: Creation and improvement of internal processes and manuals for commercial positions, establishing a clear and efficient framework for internal operations. ✔ CRM Optimization and Implementation: Advanced programming of the CRM system to enhance the visibility of the commercial team, facilitating more efficient management and detailed tracking of customer interactions. ✔ Key Account Management: Successful handling of major account closures, demonstrating exceptional skills in negotiations and client relations. ✔ Development of Commercial Strategies: Creation of innovative content and commercial strategies, resulting in an impressive 386% increase in the number of monthly prospects. ✔ Restructuring of the Customer Service Department: Implementation of new processes and performance metrics for the customer service department, leading to greater efficiency and customer satisfaction. ✔ Growth and Expansion: Significant contributions to the growth and expansion of the CIOM platform, using strategic and analytical skills to drive the company forward.
GrowkerChief Operating Officer - COO
Jun. 2022 - Aug. 2023Mexico City, MexicoAt Growker, an AI-driven software designed to optimize and scale marketplaces, I take pride in making significant contributions to the company's growth and success in my role as Chief Operating Officer. My key achievements include: ✔ Operational Efficiency: Implemented strategic initiatives that reduced operational expenses in the sales department by 48%, lowering the customer acquisition cost by $807.21 during the first quarter of management. ✔ Sales Growth: Increased the close rate by 2.06% and achieved a 78% growth in acquiring new clients, driving company growth. ✔ Profitability: Reduced operational expenses in the service department by 56%, decreasing the cost of service per customer from $473.35 to $182.26, enhancing profitability.
Process Efficiency: Accelerated the implementation of new clients by 84% compared to the same quarter of the previous year, optimizing process efficiency. ✔ Customer Satisfaction: Improved the company's NPS score from minus -40 to +20 within 6 months, demonstrating a consistent commitment to customer service excellence.
Quina MercaditosChief Executive Officer
Nov. 2020 - Jun. 2022Santa Cruz de la Sierra, Santa Cruz, BoliviaAs the CEO of Quina Mercaditos, a fast-growing chain in Bolivia, I successfully spearheaded the transformation and growth of the business through innovative and efficient strategies. My key achievements include: ✔ Resource Optimization: Successfully reversed monthly losses of $50,000 and reached break-even within just 14 months of management, demonstrating strong resource optimization skills.
Operational Efficiency: Effectively implemented the complete outsourcing of distribution logistics, generating significant monthly savings of $14,500 and improving operational efficiency. ✔ Market Growth: Aggressively expanded market presence by increasing the number of points of sale by 280% within 8 months, positioning the chain as the fastest-growing in Bolivia. ✔ Profitability: Optimized branch expenses, reducing fixed costs by 50% and generating profitability in 90% of operating stores.
Tax Burden Reduction: Innovatively redesigned the business model, resulting in a 68% reduction in the company's monthly tax burden.
Results-oriented Culture: Fostered a strong business vision, driving teamwork and a results-oriented culture that led to improved business performance. ✔ Leadership: Successfully led a team of 65 employees, surpassing annual projections by 6%, demonstrating solid management and team leadership skills.
Quina MercaditosBusiness Consultant
Jul. 2020 - Oct. 2020Santa Cruz de la Sierra, Santa Cruz, BoliviaDuring my tenure as a Business Management Consultant, I played a pivotal role in optimizing business processes and implementing growth strategies, resulting in significant performance improvements. My key accomplishments include: ✔ Performance Management: Implemented internal metrics and key performance indicators for stores and employees, enhancing performance tracking and management. ✔ Data Visualization: Introduced the use of data visualization tools (Power BI) to generate real-time business strategies and facilitate agile decision-making. ✔ Franchise Model: Successfully developed a franchise model, expanding the business's growth opportunities. ✔ Team Development: Collaborated in the recruitment, training, and development of employees, strengthening the team and enhancing staff skills. ✔ Inventory Management: Reduced the product catalog by 40%, achieving better inventory turnover and significantly reducing shrinkage.
Tiendas Mass FranquiciasExpansion and Strategic Project Manager
Jan. 2020 - Nov. 2020Guatemala, GuatemalaDuring my tenure as the Expansion and Strategic Projects Manager at Tiendas Mass Franquicias, I played a key role in driving business growth and streamlining processes. My key accomplishments include: ✔ Business Growth: Successfully increased monthly revenue by 25% through effective franchise placement, driving business expansion. ✔ Business Strategy: Designed and implemented the commercial plan and expansion strategies for the company, ensuring a solid market-focused approach. ✔ Performance Management: Introduced a CRM system and established performance indicators for commercial, real estate, and assembly teams, improving conversion rates by up to 4%. ✔ Franchise Process Optimization: Developed and optimized the franchise acquisition, placement, and assembly process, achieving a 20% reduction in assembly times and increased operational efficiency.
Tiendas Mass FranquiciasStrategic Project and Alliances Manager.
Jul. 2019 - Jan. 2020Guatemala, GuatemalaIn my role as Strategic Project and Alliances Manager, I focused on establishing key partnerships and enhancing the profitability of the business. Some of my key achievements include: ✔ Strategic partnerships: Established strategic partnerships with two of the largest banks in the system, strengthening business and financial relationships. ✔ Franchise sales: Implemented franchise sales through 36-month interest-free credits for customers, turning this channel into the leading acquisition source, representing 66% of sales and 54% of company profits. ✔ Interest rate negotiation: Negotiated a 5% reduction in interest rates for credit sales, generating significant monthly savings of $2,600. ✔ Card payment fee reduction: Achieved a 1.5% reduction in card payment fees at points of sale, resulting in monthly savings of $1,900 and improved business profitability.
Tiendas Mass FranquiciasSite Acquisition Manager
Jan. 2019 - Jul. 2019Guatemala, GuatemalaIn my role as Site Acquisition Manager at Tiendas Mass Franquicias, I focused on improving portfolio management and location selection for new stores. Some of my key achievements include: ✔ Portfolio Management: Successfully recovered a portfolio of $258,000 within the first month of management, showcasing effective collections management skills. ✔ Sales Validation: Developed a validation formula for sales potential, identifying key success factors in current stores to replicate in new locations. ✔Location Evaluation: Implemented a linear regression formula to validate locations, reducing the risk of failure by 40% and improving the probability of success in new store openings. ✔ Process Improvement: Established performance indicators for the monthly placement process, achieving an 83% reduction in the time between the first deposit (10%) and the second deposit (90%), optimizing process efficiency.
TIENDAS MASS FRANQUICIASBusiness Process Manager
Jun. 2018 - Jan. 2019Guatemala, GuatemalaAs a Continuous Improvement and Process Manager, I played a pivotal role in enhancing the company's overall performance and efficiency. I successfully developed, managed, and standardized the organization's operational and administrative processes, ensuring continuous improvements in company standards. Some of my key accomplishments in this role were: ✔ Spearheaded the development, management, and standardization of the organization's operational and administrative processes, resulting in consistent performance improvements and enhanced efficiency across the company. ✔ Pioneered the implementation of virtual training for each stage of internal processes, facilitating ongoing professional development and streamlined onboarding, leading to a 15% reduction in onboarding times and accelerated learning curves.
TIENDAS MASS FRANQUICIASOperations Manager
Dec. 2016 - Jun. 2018Guatemala, GuatemalaDuring my tenure as Operations Manager, I played a crucial role in enhancing the efficiency and effectiveness of our organization. Some of my key accomplishments include: ✔ Successfully implementing automation and process improvements, which resulted in a 55% reduction in assembly times and a 20% reduction in associated costs, increasing operational efficiency. ✔ Developing and executing successful sales campaigns that led to an 8% increase in store sales, boosting the company's revenue. ✔ Designing and implementing weekly audits to improve inventory management, leading to a 10% reduction in inventory discrepancies and an 8% decrease in shrinkage.
BolsianunciosCEO and Co Founder
Jan. 2016 - Dec. 2017Guatemala, Guatemala• Led a personal entrepreneurial initiative focused on eliminating plastic bags in neighborhood stores, replacing them with paper bags at no cost to store owners, promoting sustainable practices.
• Innovated by turning paper bags into a novel and effective advertising medium, marketing them to mass consumption companies and generating value for both parties.
Súper Promociones S.A.Commercial Manager
Jun. 2010 - Jun. 2016Guatemala, GuatemalaDuring my time as Commercial Manager at Super Promociones S.A., I played a key role in expanding and strengthening the company's structure and strategies. Some of my key achievements include: ✔ Leading the development of the sales department, enhancing the company's structure and strategies. ✔ Implementing a CRM to improve customer relationship tracking and management. ✔ Measuring results and developing goal-oriented strategies to ensure sustainable growth. ✔ Assisting clients in purchasing advertising items, providing customized solutions and customer satisfaction. ✔ Supervising production and sales areas, ensuring process efficiency and quality. ✔ Managing sales to large accounts, generating solid and profitable business relationships.
La Mejor TasaMortgage Credit Advisor
Nov. 2006 - Jun. 2010Guatemala, Guatemala• Provided personalized customer service to individuals seeking financing for home purchases, facilitating suitable financial solutions.
• Offered financial advice on mortgage and fiduciary loans, supporting clients in making informed decisions.
• Assessed and presented corporate projects to banks in search of financing, demonstrating skills in managing business relationships.
• Gained knowledge of evaluation and approval processes for loans in more than 5 banks in the system, ensuring a comprehensive and up-to-date approach.
• Established relationships with advisors from over 5 banks and real estate brokers from leading market companies, expanding my professional network.
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