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Work Background
Maven ClinicSleep Coach
Jan. 2024
Easy NightsGentle Sleep Coach | Founder
Nov. 2022Houston, Texas, United States · HybridAs a Gentle Sleep Coach, I work with families from around the globe to build a customized program that allows you to feel confident in your child's sleep skills. I provide the tools, knowledge, support and guidance to get it done at your own pace. You'll be able to track your baby's sleep habits, get personalized advice, and get the answers you need to get your baby sleeping peacefully.
South Cargo LATAMCustomer Service and Operations Manager
Oct. 2016 - Jul. 2017Provincia de Lima, Peru• Developed service procedures, policies and standards to improve customer service experience, engage customers (54% of loyal customers after the first 6 months of operations) and facilitating organic growth.
• Established service contracts and agreements with agents and suppliers operating locally and overseas -such as shipping lines, customs brokers, warehouses, trucks and terminals- that helped optimize costs and time, and allowed the achievement of budget goals.
• Represented the company in meetings with clients to examine results and improve the company’s processes.
• Structured the workflow of Sales, Customer Service, Operations and Finance departments focusing on providing clients with an efficient service experience throughout the different areas of the company.
• Recruited, mentored and developed customer service agents and nurture an environment where they could take ownership of customers issues and follow them through to resolution.
Craft Multimodal PerúSales executive
Jan. 2015 - Sep. 2016Lima Province, Peru• Increased sales by 137% in the second year by providing clients with support and guidance and recommending new opportunities for profit increases.
• Promoted customer service tactics focused towards regaining former or inactive clients. Brought back 65% of clients in the first year and retained 35% of them.
• Identified and capitalized business opportunities by finding prospects and evaluating their growth potential. Increased customer base by 37%.
MIQ LogisticsLogistics Specialist
Nov. 2013 - Aug. 2014Miraflores District, Lima Region, Peru• Built sustainable relationships and trust with customer accounts through open communication and regular meetings to revise results and arrange mutual process improvements.
• Prepared accurate and up to date information about the status of import and export shipments, distribution and customs formalities to 25 clients.
• Determined and assessed customers’ needs to achieve satisfaction as well as resolved any emerging problems that the customer accounts faced, decreasing customer complaints by 25%.
MIQ Logistics Pricing Analyst and Sales Support
Nov. 2011 - Oct. 2013Miraflores District, Lima Region, Peru• Negotiated freight rates (FCL/LCL/AIR), terms and conditions, tenders, and tariff implementation, reducing shipment costs by 30%.
• Created sales tracking tools, analyzed results and elaborated weekly reports to help sales team achieve their goals. Provided assistance with customer orders, accounts status and other relevant requirements.
• Liaised with account managers to develop specific sales strategies and suggested sales process improvements, decreasing delayed responses by 70%.
CORP CARGO MASTERCustomer Service Specialist
Jun. 2009 - Jul. 2011San Isidro District, Lima Region, Peru• Managed the reception, customs entry and notification of import shipments from US, Latin America, Europe and Asia.
• Provided assistance on tariffs and information about the status of import and export to customer base.
• Presented analysis of the LCL market and customer behavior to executive management on a monthly basis.
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