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Work Background
Under ArmourEcommerce Operations, Payment Methods and Customer Service Manager LATAM
Aug. 2020Panamá, Panama-Led the implementation of back-office operational processes for e-commerce, optimizing payments, order tracking, and deliveries.
-Managed returns and refunds, ensuring accuracy and efficiency in the post-sale experience.
-Defined anti-fraud rules and improved order acceptance rates across multiple payment methods.
-Coordinated relationships with key vendors in operations, payments, and fraud at the regional level.
-Delivered capacity forecasts and performance reports to meet SLA objectives.
-Acted as Project Manager for the global development team, aligning success metrics and technical goals.
-Designed and implemented KPIs that optimized processes and achieved business targets.
-Directed customer service operations (internal and outsourced), including scheduling, hiring, and training.
-Fostered a culture of continuous improvement in customer service processes and techniques, achieving high satisfaction levels.
-Coordinated the employee order process in LATAM, in collaboration with HR and commercial teams.
-Responsible for the performance, training and development of a team of 15 people.
Under ArmourEcommerce Operations and Payment Methods Manager Emerging Markets
Aug. 2015 - Jul. 2020Panamá-Developed operational processes for e-commerce in emerging markets, including order monitoring, payments, and deliveries.
-Implemented return and refund controls, and anti-fraud strategies to improve conversion.
-Managed relationships with regional vendors and collaborated with key areas such as IT, finance, and supply chain.
-Delivered performance reports and capacity estimates to ensure demand fulfillment.
-Led the employee order process in EM and ensured the quality of customer service information on the website.
LinioLogistics Manager (www.linio.com.ve)
Jul. 2012 - Jul. 2015Venezuela-Design Ecommerce logistics operation from scratch: own and operated warehouse and market place models.
-Definition, monitoring and management of key performance indicators.
-Responsible for customer satisfaction ensuring the quality, availability, lead times and returns.
-Owner of operations budget and P&L.
-Responsible for the performance, training and development of a team of 15 people.
DHLSolution Design
Feb. 2012 - Jun. 2012Madrid Area, Spain-Commercial visits with the business development team.
-Design of logistics solutions that respond to the needs of potential customers.
-Support business development initiatives by preparing business commercial proposals.
-Document Service level agreements and Scope of work.
DHLBusiness Development & Project Implementation Coordinator
Sep. 2006 - Jan. 2011-Managed logistics projects from definition to implementation, including budgets and KPIs.
-Designed storage solutions, commercial proposals, and operational agreements.
-Coordinated the setup of inventory and vendor management systems.
DHLUnisys Logistic Coordinator
Jan. 2005 - Sep. 2006-Supervised inventories, procedure compliance, and team training.
-Prepared operational reports and improvement plans to ensure service levels.
-Responsible for the performance and development of a team of 6 people.
DHLDHL-Unisys Global Accounts Analyst
Jun. 2004 - Jan. 2005Metropolitan Region of Caracas-Ensure compliance with business processes.
-Create Key Performance Indicators for weekly and monthly presentations.
-Identify and implement continuous improvement initiatives.
-Coordinate and execute wall-to-wall inventory counts.
Microtel electronicaResearch project Student
Jul. 2003 - Oct. 2003Company: Microtel Electronica S.A. (Venezuelan Electronic Products Company that produces telephones for Venezuelan intern market; Area: Production and manufacturing.
Activities Description: University degree Research project: Determination of the variables that reduce the impact in the service function behavior, using the tool developed in the framework of the investigation project VEN.PROBE, studying the production line of telephones in the telecommunications factory of Microtel Electronic SA.
AvonProject Student
May. 2003 - Jul. 2003Area: Production and manufacturing.
Activities Description: University last semester project. Cost simulation project Procedure Manual. Elaborate a procedure manual which describes the steps to follow to evaluate each one of the components of the cost structure of a product. This objective of this project was to ensure the synergy between the manufacturing department and the commercial department.
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