Chief Operating Officer

• Mar 2023 - Present

At UNIT 1, we're on a mission to become the world leading smart helmet and urban mobility accessories company, designing beautiful, tech-enabled products that will save lives, and that people will love to wear.

Head of Growth

• Jul 2022 - Present

Customer Experience Manager

• Apr 2021 - Jul 2022

Our biggest accomplishments:- Operations & Logistics -Fulfilled +10k crowdfunding orders to +50 countries from 3 different warehouses. Built a key inventory management & reporting system from scratch. Responsible for 3PL scouting, negotiation, set-up, and maintenance both in the EU & US. In charge of purchase orders to our factory in China. Coordinated dozens of ocean and air freights from China to the EU and US during a global logistic crisis, always getting goods delivered in time. Implemented pre-sale system that allows us to continue selling even when items are OOS.- Customer Support -Built omnichannel support ecosystem: email, tickets, social, SMS, callbacks, video meetings. Led implementation of customer-centric ticketing system - first through in-house-built MVP, then through Zendesk. Created a self-service help center leading to 70% reduction of support tickets. Implemented CSAT analytics. Currently at 95% ticket satisfaction rate, <24 business hours response rate for 100% of tickets. Always improving.- Marketing -Designed & executed U1's email & SMS marketing strategy from scratch; today, it has become the #1 source of revenue. Performance-driven only: we A/B test everything. Currently +10 active flows, +5 campaigns for +100k recipients/month. Design, set up, and iterate landing pages & sign-up forms weekly. All our analytics outperform every single benchmark in the industry. I got interviewed by Optimonk after they saw our results. Most importantly, I've learned a ton about email marketing. Market research: +100 customer interviews, +30 surveys with impact on business decisions.- CX -Designed & executed an always-on, customer-first, performance-driven customer experience strategy. +25 process automations. Designed Post-Purchase experiences combining SMS & email event-triggered flows. Designed & executed return experiences. 5-star rating both on Google & Facebook. Show less

Founder

• Jan 2017 - Feb 2022

SouthPow is the #1 ski & snowboard multiplatform in South America. We provide accurate snow condition reports, forecasts, industry news, gear reviews, etc. Over 10.000 unique visitors in 2019, +900 FB Following & +1000 IG Following. SouthPow is the #1 ski & snowboard multiplatform in South America. We provide accurate snow condition reports, forecasts, industry news, gear reviews, etc. Over 10.000 unique visitors in 2019, +900 FB Following & +1000 IG Following.

Sales Business Operations Intern

• Dec 2020 - Mar 2021

Head of Social

• Jun 2019 - Feb 2020

Designed & executed an integral MKT plan involving athletes, influencers & media. Planned & executed content calendars across several social platforms; building, curating & refining such content. Identified, formulated & implemented strategic MKT actions. Negotiated sponsorship & partnership opportunities. Redesigned customer service's approach through social media, providing fast & problem-solver responses by redefining the customer's experience. Monitored customer satisfaction on a daily basis. Worked hand-in-hand with the company's CEO, COO, CDO, and the Logistics and MKT areas. Show less

Founder

• Mar 2018 - Jun 2019

The start-up that pays drivers to advertise on their cars. Built an awesome team. Designed company's business plan. Successfully launched an MVP, which led our Team to the unhappy decision of stepping the project aside due to a lack of economic feasibility. The start-up that pays drivers to advertise on their cars. Built an awesome team. Designed company's business plan. Successfully launched an MVP, which led our Team to the unhappy decision of stepping the project aside due to a lack of economic feasibility.

Contributing Writer

• Apr 2019 - Apr 2019

Wrote two articles for FREESKIER Magazine, the #1 Ski & Snowboard Mag in the US. Both articles were featured in their 2019 "Ski The South" section and are still online. Wrote two articles for FREESKIER Magazine, the #1 Ski & Snowboard Mag in the US. Both articles were featured in their 2019 "Ski The South" section and are still online.

Contributing Writer

• Sep 2015 - Dec 2018

+100 ski-related articles written for SnowBrains, one of the most visited ski news websites in the world. +100 ski-related articles written for SnowBrains, one of the most visited ski news websites in the world.

Ski Instructor

• Dec 2017 - Mar 2018

Ski instructor at the Beaver Creek Ski School, Ivy League of Ski Schools. Group and private lessons for both children and adults. Highest score in season's performance evaluation. Ski instructor at the Beaver Creek Ski School, Ivy League of Ski Schools. Group and private lessons for both children and adults. Highest score in season's performance evaluation.

Regional Account Manager

• Jul 2017 - Mar 2018

Designed & established partnership relationships with brands willing to sponsor articles or advertise on the site. Wrote featured articles for the Whiteroom Blog. Translated documents from Spanish to English and vice-versa. Defined an all-embracing strategy for South America & Spain's social channels. Snow-Forecast.com is the world's leading forecast for skiers and snowboarders. Designed & established partnership relationships with brands willing to sponsor articles or advertise on the site. Wrote featured articles for the Whiteroom Blog. Translated documents from Spanish to English and vice-versa. Defined an all-embracing strategy for South America & Spain's social channels. Snow-Forecast.com is the world's leading forecast for skiers and snowboarders.