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Skills
Experience
Founder / Operations Director
Cola‑Supa
2014-01 - 2026-12
Managed daily operations, customer service, sales, scheduling, supplier relations and administrative processes for a service business that served more than 6,000 customers. Oversaw customer follow‑up and issue resolution, implementing commercial initiatives that boosted acquisition and retention rates. Utilised CRM platforms, Excel and AI tools to track performance metrics and streamline workflows. Coordinated a team of 15+ staff across sales, support and logistics functions. Delivered consistent revenue growth and high customer satisfaction scores.
Founder / Director
Avila Viajes
2017-01 - 2020-12
Directed all aspects of customer service, airline ticket sales and travel coordination through both call‑center and in‑person channels. Implemented a streamlined booking system that reduced processing time by 30 % and increased repeat bookings. Managed relationships with airlines and travel partners, negotiating rates that improved profit margins. Supervised a team of 8 agents, providing training on CRM usage and service standards. Achieved a customer satisfaction rating above 90 %.
Operations Director
VFPA
2016-01 - 2018-12
Led Venezuela operations for a call‑center serving Spanish‑speaking markets, coordinating customer‑facing campaigns and daily service delivery. Directed a staff of 20 agents, handling scheduling, performance monitoring and quality assurance. Integrated CRM and reporting tools to improve campaign tracking and client reporting. Managed procurement of equipment and office supplies, reducing costs by 12 %. Delivered on‑time project delivery for multiple client campaigns.
Market Research Director
Allexis 123®
2010-01 - 2015-12
Coordinated survey teams, data processing and market‑research analysis for diverse client projects. Designed questionnaires, supervised field data collection and ensured data quality using Excel and specialized AI analysis tools. Managed project timelines and budgets for up to 10 concurrent studies, each involving 5‑10 researchers. Presented actionable insights to senior clients, influencing product development and marketing strategies. Achieved a 95 % on‑time delivery rate.
Purchasing Manager
CONATEL
2008-01 - 2009-12
Oversaw purchasing, procurement and general services for headquarters and regional offices. Negotiated contracts with suppliers, achieving cost savings of 8 % while maintaining service quality. Implemented an inventory management system that reduced stockouts by 15 %. Coordinated with finance and operations teams to align procurement with budgetary constraints. Managed a small team of 4 procurement assistants.
Operations Supervisor
McDonald's
2004-01 - 2007-12
Supervised daily restaurant operations, including staff scheduling, billing and customer service. Led a crew of 20 employees, providing training on service standards and safety procedures. Utilized Microsoft Office tools to generate shift reports and track sales performance. Implemented process improvements that reduced order turnaround time by 10 %. Maintained compliance with health and safety regulations.
Languages
Spanish
native
English
advanced
Last updated: 17 hours ago