Led US ops & end-to-end client delivery for high-value portfolios (€2M €35M ARR). Designed scalable SOPs, onboarding frameworks, & dashboards that improved visibility, communication, & data accuracy. Managed performance reviews, KPI´s, and continuous improvement initiatives. Acted as strategic partner to executives, driving retention & growth opportunities while handling sensitive financial and corporate data with high discretion.

Owned lifecycle management for 18+ executive clients, coordinating with global virtual teams and VIP workflows across time zones. Increased adoption & retention by standardizing onboarding processes & reporting structures. Improved operational efficiency, enabling consistent delivery of high-impact support services and enhancing NPS and engagement.

Directed EMEA region SaaS-like CX ops in a high-volume digital environment, optimizing response SLAs, ticket routing, & fraud/security compliance processes. Partnered with support & finance to resolve escalations & enhance customer trust. Leveraged data insights to reduce TATs and upgrade service consistency across international customer segments.

Led ops frameworks for ride-hailing and delivery businesses across LATAM. Developed QA programs, performance scorecards, & knowledge systems to improve compliance & reduce ops error rates. Managed team readiness, scheduling, & capacity planning while supporting expansion initiatives in fast-growing markets. Strengthened brand reputation through consistency & service quality.

Oversaw ops for global tech & insurance clients, managing large cross functional teams and high value account. Implemented Lean Six Sigma initiatives to streamline processes, enhance SLA performance, & safeguard customer satisfaction. Owned client reporting, escalation management, & strategic communication with senior stakeholders. Ensured confidentiality & excellence in mission-critical environments.