Bogota, D.C., Capital District, Colombia
I'm an operations and client-facing professional with 5+ years of experience supporting U.S.-based companies across fintech, legal, and healthcare — remotely, in fast-paced environments where data accuracy and clear communication are non-negotiable. My work centers on what makes implementations and operations actually work: structured documentation, CRM data integrity (Salesforce, Litify), cross-functional coordination, and proactive client follow-up. I've guided clients through complex processes, managed multi-platform workflows, and consistently reduced operational gaps through systematic thinking. I'm currently in my 6th semester of a Software Engineering degree at Universidad Manuela Beltrán, which has deepened my understanding of systems, databases, and software design — and sharpened how I think about process automation and scalable operations. What drives me: bridging the gap between operations and technology. I'm especially drawn to roles in implementation, client success, and data-driven operations where I can combine my hands-on experience with a growing technical foundation.
• Managed inventory tracking and control processes to ensure data accuracy and operational efficiency • Reduced discrepancies by monitoring inventory records and implementing timely corrections • Maintained detailed and organized documentation within internal systems • Supported cross-functional coordination to streamline workflows and improve productivity • Analyzed inventory data to identify trends and support informed decision-making • Ensured compliance with company policies and data integrity standards
• Support the renewal process for immigration-related cases by coordinating documentation, client follow-ups, and case updates. • Communicate with clients to request required documents (EAD, ID, notices), ensuring accuracy and timely submission. • Review, organize, and upload documents to Salesforce and internal systems. • Track deadlines, maintain updated records, and escalate issues when needed. • Provide administrative and technical support to attorneys and case managers. • Contribute to workflow optimization and stronger client satisfaction.
• Diagnosed and efficiently troubleshot hardware and software problems for payment devices. • Delivered user training and guidance on the proper use of payment systems to enhance customer experience. • Managed and documented incidents and support requests with accuracy and timeliness. • Collaborated with internal teams to address complex issues and improve support processes. • Stayed informed on emerging technologies and trends in the electronic payments industry to deliver cutting-edge support. • Enhanced administrative efficiency by implementing organizational systems and automating processes.
• Part-time personal project supporting a friend’s travel agency with administrative and travel-planning tasks. • Coordinated national and international itineraries (flights, hotels, transportation, insurance). • Selected hotels, airlines, and services aligned with client preferences and policies. • Optimized time and budgets by comparing rates and negotiating with vendors. • Managed last-minute changes and provided 24/7 support to ensure smooth travel experiences.
• Responded to customer inquiries regarding unrecognized transactions, missing transactions, and money transfer issues. • Investigated transaction discrepancies and provided effective, timely solutions to ensure customer satisfaction. • Maintained detailed and accurate records of cases, including problem descriptions, actions taken, and resolutions achieved. • Collaborated with cross-functional teams, such as fraud and technical departments, to resolve complex issues efficiently. • Educated customers on app usage, offering guidance on avoiding common issues and ensuring safe and efficient interactions. • Identified recurring patterns in customer-reported issues and proposed process improvements to mitigate future problems.