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Network Power<100 people
Roles
🔥100%
Startup Founder
💸100%
Marketing
✨100%
Business Owner
Geos
🇨🇴100%
Colombia
Work Background
WuffesChief Operating Officer
Apr. 2024 - Nov. 2025United StatesOversight and strategic lead of critical departments such as People & Culture, Customer Experience, Demand & Supply, and Operational Excellence.
WuffesDirector of Operations
Sep. 2023 - Apr. 2024United StatesOversight and strategic lead of critical departments such as People & Culture, Customer Experience, Demand & Supply, and People Operations.
WuffesHead of Customer Experience
Oct. 2022 - Sep. 2023United StatesChanging the way customers and their pets connect with high quality supplements.
ISDIInstructor MIB
Feb. 2022Mexico City, Mexico
MeramaHead of Customer Experience
Jul. 2021 - Nov. 2022Mexico City, MexicoOwner of Customer Experience consulting projects (MX, CO, CH, PE) Consultor for CX B2B (BR) Brand Management > Lead customer journey revamp projects (Discovery > Actions > Executions) Growth > Lead customer innovation requirement projects (Definition > Sourcing > Implementation) Customer Loyalty program through Marketplace, DTC, and Retail. Lead customer service operations (MX, CO, CH, PE > Merge) Lead International Expansion CX Operations (Retail, Cross Border, Full Commerce, Marketplace)
Mercado LibreSupervisor CX Operations
Mar. 2021 - Jul. 2021Mexico City Metropolitan AreaLead of Customer and Seller Experience for Mercado Envios Experience Management of 5 Warehouses (OND, PLD, MX3, GDL, MTY) Project leader in process improvement – Process documentation, audit & challenge. (Regional MX, CO, BR, CH, AR, UY)
Asociación Mexicana de Venta Online "AMVO"Instructor Executive eCommerce Program
Feb. 2020Mexico City Metropolitan Area
PrivaliaCustomer Service Manager
Nov. 2017 - Feb. 2021Mexico City Area, MexicoMember of Privalia Mexico’s Executive Committee. Head of the Customer Experience Committee. Manager of Customer Care Operations for 21 of the group’sbrands. Leader of Call Centre Operations (Outsourced) Implementation of KPI’s. NPS analysis & development to reach numbers above Vente-Privee’s BU’s.(Privalia) Leading a multidisciplinary group focusing on CX development. Opened new communication channels (Whatsapp) WOW Experience’s creator (Proyect in the making for rest of the brands) Creation of communication paths between Customer Service – Warehouse & Customer Service - Sourcing Weekly reporting to Grupo Axo’s V.P.’s of different BU’s.
QualfonSenior Operations Manager
Jan. 2017 - Nov. 2017Mexico City Area, MexicoNavigation & Emergency Service Provider Directly managing the project and direction with a focus from six months to a year’s growth. Planning and Strategy development, Operations & Finance. Leading two managers and four business process coordinators. Performance management at enterprise level with an operation of 200 members. Coordinating relationship between Clients (both logos.) Implementation of get well plan to improve employee and client satisfaction (both logos)
QualfonOperations Manager
Jun. 2016 - Jan. 2017Ciudad de México y alrededores, MéxicoNavigation & Emergency Service Provider Actively managing two logos with global recognition in the call centre and automotive industry. Leading seven lines of business one which is an emergency line. Working on two projects to generate revenue through employee satisfaction. Managing a team of ten supervisors with a headcount of 150 advisors. Daily reporting and call centre analysis to both logos. Lead business risk, self-assessment, and implementation of action plans on project development. Active with company mobile and available for contact 24/7 due to nature of account. Certified to validate stolen vehicle recovery documents provided by MP (Police Department)
QualfonSupervisor / Performance Analyst
Mar. 2014 - Jun. 2016Mexico City Area, MexicoNavigation & Emergency Service Provider Successfully managed two different reporting projects from concept through implementation and control. Organized calendar of activities to better productivity within operations staff. Performed as temporary Team Manager. Commended by client on numerous occasions for the quality and consistency of my performance. Made significant contributions to creation of processes for the Emergency LOB. Always presented an excellent image of the company and its services to customers, coordinated, and communicated well with client and management at all levels.
TeleTechSupervisor
Jun. 2012 - Jan. 2014Mexico City Area, MexicoEuropean Electronics Supplies Store / Cable Service Provider Developed performance strategy to better the quality of contact through different language skills. Worked in a concept project to motivate advisors through incentives on performance. Achieved development of staff.
TeleTechSales Coach / CSR
Aug. 2010 - Jun. 2012Mexico City Area, MexicoCable Service Provider Developed action plan through sales tactics established by the client to reach 5% of sales requirement. Worked alongside with Team Leader and Training department to creating sales process and incentives.
Rakso Personal Shopper ServicePersonal Shopper
Dec. 2007 - Aug. 2009Las Vegas, Nevada AreaManaged logistics of shopping plans with retail stores and designer labels.
Managed client’s financials through budgets on weekly/monthly shopping requirements.
Accomplished personal sales goals by recurring success rate on client’s requirements.
Created successful relations with management/representatives of brand labels to comply with client’s needs.
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