Operations & Client Experience Leader | 7+ Years of Experience in Team Management, Onboarding & Process Improvement

• Handled hiring, onboarding, performance reviews, and development planning using Hibob and

SparkHire.

• Monitored team performance across multiple teams, tracked KPIs, and provided constructive

feedback to improve engagement and outcomes.

• Designed and implemented onboarding processes and internal knowledge bases, improving team

readiness.

• Built a positive team culture where people felt supported, accountable, and able to grow as

professionals.

• Analyzed end-to-end workflows to identify operational gaps, streamline processes, and ensure

consistent, high-quality service delivery.

• Served as a key client-facing partner, collecting and

• Managed and guided a team, ensuring performance alignment through ongoing coaching,

feedback, and follow-up.

• Participated in hiring and onboarding new team members, ensuring smooth integration and

early performance readiness.

• Monitored team performance and delivered insights to improve effectiveness and quality of

outcomes.

• Acted as a key point of contact for stakeholders, strengthening communication and relationship

management.

• Identified and addressed performance or process gaps, driving continuous improvement across

projects.

• Maintained clear communication with clients, ensuring expectations were aligned and concerns

addressed proactively.

• Delivered regular reports on team and project performance to keep everyone informed and on

the same page.

• Worked to ensure client renewals by staying proactive with communication, resolving issues

before they escalated, and consistently demonstrating the value of the service.

• Built and promoted a positive organizational culture, improving engagement and team satisfaction

across the organization.

• Led hiring, onboarding, and development of team members, building a high-performing and

engaged team.

• Oversaw performance evaluations, providing structured feedback, recognition, and development

plans to support growth.

• Restructured core operational areas and optimized SOPs to improve consistency, quality, and team

performance.

• Conducted employee feedback initiatives to measure satisfaction and identify improvement areas

across teams.

• Acted as a bridge between teams and business leaders, ensuring alignment between business goals

and team performance.

• Analyzed data and feedback to identify trends and recommend improvements in processes, training,

and service delivery.

• Created and led the Client Experience area, aligning service delivery with both client expectations

and employee needs.

• Took part in client consultation meetings alongside the CEO, presenting the academy's teaching

methodology and program structure to prospective and existing clients.

• Focused on client retention by building strong relationships, addressing concerns early, and

making sure clients felt confident in the service, ensuring contract renewals.

• Led a regional team across LatAm, driving performance through coaching, feedback, and structured

follow-up.

• Implemented the Language Academy at a OneLink site in El Salvador, supporting successful rollout

and team readiness.

• Designed and implemented training programs based on adult learning principles, improving skill

development and overall team performance across the region.

• Developed and documented guidelines for trainers and evaluators, ensuring consistency and

scalability.

• Partnered with Recruitment to assess candidate language proficiency and support hiring decisions,

contributing to the achievement of hiring targets.

• Conducted regular check-ins and performance reviews to track progress and foster employee

development.

• Collaborated with cross-functional stakeholders to align training outcomes with business goals and

recruitment needs.