Bogota, D.C., Capital District, Colombia
Como Quality Operations Manager en TourHero, lidero iniciativas que transforman los procesos operativos mediante la integración de sistemas de automatización y diseño de IA. Con una sólida experiencia en la creación de flujos de trabajo estructurados y en la organización de datos, he contribuido a mejorar la eficiencia y la precisión operativa al reducir significativamente las tareas manuales y optimizar las validaciones de calidad. En mi rol actual, colaboro con equipos multifuncionales para detectar errores sistémicos y convertirlos en mejoras de procesos, alineando objetivos organizacionales y fomentando una mayor consistencia en los datos. Mi motivación radica en diseñar soluciones innovadoras que promuevan la colaboración y la escalabilidad, aportando una perspectiva dinámica que refuerza la capacidad del equipo para alcanzar metas colectivas.
Reduced manual processes from hours to minutes through AI agents and structured workflow orchestration. Mapped product logic and translated sprint changes into operational workflows and data structures (Airtable, APIs, integrations). Architected QA and validation workflows using AI to detect discrepancies between pricing, and content. Built automated review pipelines combining structured data extraction, AI comparison, and human validation loops. Identified systemic operational errors through automation metrics and transformed recurring issues into process improvements. Reorganized and realigned funnel ownership across teams, reducing process friction and improving data consistency. Designed and implemented automations that reduced manual workload while increasing process reliability and visibility. Enabled faster lead throughput by automating late-stage operational steps, allowing Ops teams to focus on higher-value work.
Led a team of 13 ICs and 2 Team Leads, building high-performance operational execution across the funnel, managing all business verticals at the moment, Creators, MBA, and Wellness. Redesigned operational structure during hyper-growth stage, enabling scalable processes to support sustained expansion. Recruited and hired 14 high-performing ICs; 50% achieved internal promotions within their first year. Delivered sustained 30% month-over-month growth through operational optimization and performance management. Implemented automation systems using Airtable and Zapier to increase visibility and control of lead movement across the funnel. Designed cross-team operational interfaces that improved data accessibility and decision-making for different teams. Collaborated cross-functionally to scale operations without proportional headcount growth. Initiated my automation path in Operations, introducing workflow automations and maintaining system reliability, taking ownership of maintaining current systems and revamping any failing one. Revamped company Terms & Conditions to align operational workflows, customer expectations, and risk management.
Led the launch and operational scaling of the wellness retreats vertical, developing market-specific operational expertise. Managed a team of 5 ICs, establishing the first operational structure and workflows for the team. Standardized planning processes, reducing manual errors and improving execution consistency. Acted as operational bridge between frontline teams and leadership, translating recurring pain points into system and process improvements. Introduced the first automation initiatives within the team using HubSpot and Zapier, building foundational workflows that later scaled company-wide. Designed and implemented automated workflows for payment requests, content requests, cancellations, and confirmation communications for leads and operators. Built the first structured lead data collection framework in HubSpot, improving visibility and operational tracking. Redesigned the retreat planning process, enabling more predictable delivery and cross-team coordination. Supported early-stage operational growth by stabilizing workflows during high-stress scaling periods and fostering a problem-solving, ownership-driven team culture.
Supervised operational performance for a team of 21+ interpreters across multiple geographies, ensuring service delivery and KPI compliance. Managed workforce coordination, scheduling, and staffing alignment in partnership with Workforce Management teams. Oversaw HR-related operational processes including payroll reconciliation, labor compliance, schedules, leave management, and incident reporting. Conducted onboarding and training programs for new interpreters, accelerating ramp-up and performance readiness. Consistently achieved performance targets through structured coaching, monitoring, and SMART-based performance management. Standardized workflows and reporting practices to improve delivery consistency and operational visibility. Collaborated with cross-functional teams to ensure staffing coverage aligned with demand fluctuations.
Provided real-time consecutive and video medical interpretation between healthcare providers and patients, ensuring accurate communication in high-stakes clinical environments. Managed highly sensitive conversations with professionalism, maintaining strict confidentiality and ethical standards. Applied complex medical terminology in live interactions, rapidly interpreting nuanced clinical information with accuracy. Operated under HIPAA (U.S.) and GDPR (EU) compliance standards, safeguarding protected health information. Consistently achieved top performance scores in quality monitoring evaluations (100% KPI compliance). Demonstrated advanced listening, contextual analysis, and rapid decision-making skills under pressure.