National Office & Operations Manager

• Oct 2023 - Present

Operations Manager

• Feb 2023 - Jun 2023

• Oversee and streamline operations, finding efficiencies and leading improvements projects to ensure the accomplishment of business objectives and enhance the customer´s experience of a SaaS product. • Manage people´s engagement, establishing a performance management culture. • Collaborate with CEO in the definition and communication of the business strategy. • Support relationship management with current clients. • Support business development acting like consultant. • Oversee and streamline operations, finding efficiencies and leading improvements projects to ensure the accomplishment of business objectives and enhance the customer´s experience of a SaaS product. • Manage people´s engagement, establishing a performance management culture. • Collaborate with CEO in the definition and communication of the business strategy. • Support relationship management with current clients. • Support business development acting like consultant.

Product Owner SaaS- Product Development

• Jan 2022 - Nov 2022

- Led the product road map projects and milestones for the development of the Donor Management System (CRM software), achieving 15 releases in 10 months that represented new features and improvements for clients, resulting in an increase from 85% to 90% on the NPS. - Implemented a “Release notes” system to ensure to provide communication to Customer front face departments and Marketing team about the improvements and new features available for clients, that resulted in 4 newsletters sent to clients in 4 months and supported the renewal of 94% of the accounts.- Established sprinting process under the SCRUM methodology, planned and led Engineering and Quality Assurance teams’ work to monitor the progress of 21 sprints within 10 months, comparing to 2 years of managing the work in progress without a work framework.- Trained 4 new developers through a walkthrough from the clients’ perspective to support the alignment with the product road map and the business strategy, resulting in them taking ownership and providing creative solutions and enhancement findings for the software. Show less

Technical Operations Analyst

• Aug 2021 - Jan 2022

- Provided cross-functional and technical troubleshooting support to Customer Service departments, Sales, Engineering, and QA teams on daily basis (between 15 to 30 enquiries every day), taking ownership for reporting technical bugs impacting largely the system functionality.- Collaborated with Product team to evaluate, prioritize improvements and set up procedures to manage innovative features requests through gathering requirements and creation of user stories for 75 tickets in Jira. - Elaborated 6 monthly reports and created 5 dashboards with insightful about type of request (technical bug, improvement, new feature) that resulted in valuable data that supported prioritization discussions for the Product road map and business strategy. Show less

Admin & Securities Lead - Charity & Donors relations

• Jul 2021 - Aug 2021

- Processed securities donations transactions (between 40 to 160 transactions/day), mapped securities process to find opportunities and created 10 improvement tickets to enhance the operation. Communicated with broker, company and donors.

Team Lead Charities & Donors Donors relations - SaaS

• Feb 2021 - Jul 2021

- Managed and monitored enquiries and quality of service provided, prepared KPIs and improved processes to reduce the answer time for email enquiries from 5 to 2 days.- Handled escalations from clients and led on the creation of 4 new policies in compliance with the CRA and regulators: issue/reissue charitable tax receipts, refunds, transactions receipts management with credit card payment processor and charities’ registration.- Processed securities donations transactions (between 40 to 160 transactions/day), mapped securities process to find opportunities and created 10 improvement tickets to enhance the operation. Communicated with broker, company and donors.- Created one-month training plan for new team members. Conducted 12 interviews for associate and trained 7 new members. Show less

Charities & Donors Relations Associate (Bilingual) - SaaS

• Sep 2020 - Feb 2021

- Provided support to 250 enquiries at week, from charities and donors (in English and French) through phone calls, email and live chat to resolve enquiries and clarifications about transactions, accounts, refunds management and issue/reissue of charitable tax receipts. - Collaborated with Marketing in manage and send 3 newsletters to charities through CRM.

Director of Operations, TPP Consultants

• Oct 2017 - Mar 2020

· Business development B2B for CPG clients: prospecting, commercial presentations, visits and analysis of prospects needs, generation of leads, negotiations and closing of sales. 26 new clients during 2019, compared to 15 new clients in 2018 and no clients in 2017. · Staff management for team of seven, assignment of client projects. Development of KPIs based on redesign of job profiles and professional objectives to ensure customer-oriented service. · Development of administrative SOPs: billing, accounts payable, contracts; improvements applied to SOPs following Six Sigma Methodology and supervision of Quality Management System procedures in accordance with ISO 9001. · P&L management through pricing analysis and adjustments applying lean strategies reaching a positive balance after 8 months. · Representative of the company to Health Canada equivalent, Industry Chambers/Associations for medicines, medical devices and consumer goods, and frequent speaker at professional conventions and seminars. Show less

Supply Chain Manager

• Feb 2017 - Aug 2017

· Leading Supply Chain: developed forecasting and inventories management system for two production lines (48 skus), to enhance on time production and ensure sales and deliveries in accordance with clients’ needs, working with Marketing and Sales teams. · Analyzed the budget of Operations department to reduce costs of operation by 33%. · Managed the relationships with vendors: negotiated lower costs of production (40%) of cards through annual production contracts. · Commercial relation with vendors, negotiations for establishing Service Level Agreement to ensure compliance with business commitments. Contract negotiations. Show less

Senior Operations Manager for Latin America

• May 2011 - Oct 2016

· Responsible for implementing SOPs and Supply Chain management: imports, regulation, forecasting, inventory control and deliveries of CPG (dietary supplements, cosmetics, food) · Managed relationship with couriers and 3PLs and supervised three warehouses that handle storage, picking, packing and distribution of e-commerce operations. ·Developed Logistics project in four months, compared to eight months, to select and implement operations of 3PL in Bogota, Colombia with 18% savings in the selected partner, as compared to the corporate budget when opening Mexico´s Logistics operation. · Reduced variable costs for savings in costs of supplies and operations services by 8% and in sales and administrative expenses by 20%. Increased cash flow through negotiations with vendors, obtaining discounts for cash payment. . Reduced import times for the four main products by 40%, resulting in a reduction of 15% on fixed and variable costs. ·Developed and implemented in four months (after 12 months of lack of control), purchasing process, requisition formats, payments approvals, billing, accounts payables and expenses reports processes, resulting in better management of each area budget. Reduced operating expenses by 12% and other areas' expenses by 25% in the first year. ·Linked Corporate HR department and local employees. Brought under control in six months problems that had built up over the previous 12 months. Reduced payroll by covering two positions with one person. Show less

Logistics Project Manager

• Sep 2009 - Apr 2011

· Responsible for leading, developing and implementing Supply Chain projects and SOPs for CPG clients Increased sales of 30%. · Controlled inventories of multiple clients to establish points of reorder. · Focal point between operations and stakeholders: commercial, transportation and legal departments, e-commerce clients (KPIs reporting). · Reached agreement in 6 weeks, compared to 12 weeks average, with MLM Company to offer storage, picking, packing and distribution of dietary supplements shipments with 50% reduction of staff and 50% of savings in operating costs. Show less

Trainee as Commercial agent for Latin America

• 2008 - 2008

Responsible for developing Latin America air freight-forwarding operations (in six months, 10 new companies). Management of international and customs operations for new and existing customers. Increased clients and guaranteed reduction in costs. Responsible for developing Latin America air freight-forwarding operations (in six months, 10 new companies). Management of international and customs operations for new and existing customers. Increased clients and guaranteed reduction in costs.

Strategic Stocking Locations Supervisor 3PL

• Nov 2005 - Jun 2007

Mexican Company, leader in transportation, courier and logistics solutions services. Responsible for inventories management for Telecom spare parts. Coordination of “last mile” logistics for deliveries of spare parts. Managed 10 employees with 24/7 operation. Mexican Company, leader in transportation, courier and logistics solutions services. Responsible for inventories management for Telecom spare parts. Coordination of “last mile” logistics for deliveries of spare parts. Managed 10 employees with 24/7 operation.