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Work Background
GradRight Inc.Growth & University Partnerships Associate
Jul. 2025Reston, Virginia, United States
GradRight Inc.Growth & University Partnerships Associate (Analytics & Operations)
Jul. 2025Reston, Virginia, United States
University of Maryland - Robert H. Smith School of BusinessGraduate Research Assistant - Marketing and Communications
Aug. 2024 - Jul. 2025College Park, Maryland, United States- Analyzed data from marketing campaigns, providing strategic insights to improve student engagement, particularly in tech and AI-focused initiatives, increasing visibility and program reach. - Collaborated with cross-functional teams to optimize outreach efforts, integrating AI insights into marketing strategies to enhance targeting and audience engagement
University of Maryland - Robert H. Smith School of BusinessGraduate & Teaching Assistant – AI, Analytics & Operations
Aug. 2024 - Jul. 2025College Park, Maryland, United States- Analyzed data from marketing campaigns, providing strategic insights to improve student engagement, particularly in tech and AI-focused initiatives, increasing visibility and program reach. - Collaborated with cross-functional teams to optimize outreach efforts, integrating AI insights into marketing strategies to enhance targeting and audience engagement
University of Maryland - Robert H. Smith School of BusinessTeacher Assistant - The Societal Impact of Artificial Intelligence (AI)
Jul. 2024 - Jul. 2025College Park, Maryland, United States- Assisted Prof. Roland Rust in delivering lectures and leading discussion groups on AI's ethical implications, societal impact, and governance, focusing on bias, transparency, regulatory challenges, and ethical considerations in AI development and implementation.
University of MarylandAssistant Program Manager Intern
Mar. 2024 - Aug. 2024College Park, Maryland, United States- Managed client relations, ensuring seamless service coordination for 10 high-impact events, resulting in a 90% customer satisfaction rate among over 500 attendees. - Led cross-departmental collaborations, leveraging data insights to improve customer service processes and elevate the overall customer experience.
University of MarylandAssistant Program Manager Intern (Operations & Analytics)
Mar. 2024 - Aug. 2024College Park, Maryland, United States- Managed client relations, ensuring seamless service coordination for 10 high-impact events, resulting in a 90% customer satisfaction rate among over 500 attendees. - Led cross-departmental collaborations, leveraging data insights to improve customer service processes and elevate the overall customer experience.
MedtronicSenior Analyst Workforce Management
Mar. 2021 - Sep. 2022Bogotá, Distrito Capital, Colombia- Supported the implementation of Five9 software, improving customer communication efficiency and reducing resolution time by 15%, directly enhancing the customer experience. - Partnered with cross-functional teams to identify and address operational inefficiencies, resulting in a 12% increase in customer satisfaction through enhanced service delivery and optimized customer interactions. -Developed and utilized customer sentiment analysis techniques to identify and resolve key pain points, driving better customer outcomes and improving training programs for the customer service team.
MedtronicSenior Workforce Management & Contact Center Analyst
Mar. 2021 - Sep. 2022Bogotá, Distrito Capital, Colombia- Supported the implementation of Five9 software, improving customer communication efficiency and reducing resolution time by 15%, directly enhancing the customer experience. - Partnered with cross-functional teams to identify and address operational inefficiencies, resulting in a 12% increase in customer satisfaction through enhanced service delivery and optimized customer interactions. -Developed and utilized customer sentiment analysis techniques to identify and resolve key pain points, driving better customer outcomes and improving training programs for the customer service team.
TPStripe - Senior Workforce Management Analyst
Oct. 2020 - Mar. 2021Bogotá D.C., Colombia
TPTikTok - Senior Workforce Management Analyst
Mar. 2020 - Oct. 2020Bogotá D.C., Colombia
Teleperformance ColombiaSenior Analyst Workforce Management
Nov. 2019 - Mar. 2021Bogotá D.C., Colombia- Led a high-performing team of 27 analysts to design and implement workforce management strategies for global clients, including TikTok's content moderation campaign. Increased agent capacity by 166% (from 300 to 800) within four months, improving service efficiency by 20%. - Collaborated with cross-functional teams to streamline customer support operations, significantly improving service efficiency and customer satisfaction.
Teleperformance ColombiaWorkforce Coordinator
Oct. 2018 - Oct. 2019Bogotá D.C., Colombia- Managed a team of 8 analysts, leading process optimization efforts that increased TikTok's content moderation agent capacity by 166% while reducing operational costs and improving service efficiency. - Ensured consistent, high-quality certification processes, enhancing customer satisfaction and strengthening relationships with key clients like Uber.
TPUber - Senior Workforce Management Analyst
Sep. 2018 - Mar. 2020Bogota, D.C., Capital District, Colombia
IMPRESISTEM S.A.S.Help Desk Support Specialist
Jan. 2018 - Sep. 2018Parque Empresarial Tecnológico- Implemented Excel report automation for business process monitoring, resulting in a 2-hour workload reduction and improved billing and provisioning fluidity.
IMPRESISTEM S.A.S.Help Desk & Operations Analyst
Jan. 2018 - Sep. 2018Bogota, D.C., Capital District, Colombia- Implemented Excel report automation for business process monitoring, resulting in a 2-hour workload reduction and improved billing and provisioning fluidity.
Teleperformance ColombiaJunior Analyst
Sep. 2016 - Jan. 2018Bogotá D.C., Colombia- Established requirements for a 400-person telephone support line, conducted productivity measurements, monitored compliance with customer standards, and facilitated communication between workforce management, operations, and the client.
TPJunior Workforce Management Analyst
Sep. 2016 - Jan. 2018Bogotá D.C., Colombia- Established requirements for a 400-person telephone support line, conducted productivity measurements, monitored compliance with customer standards, and facilitated communication between workforce management, operations, and the client.
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