Eduardo Barrientos

• Lead cross-functional operations across commercial, credit, and legal & loan documentation, driving improvements in mortgage origination processes.
• Developed a robust internal follow-up system that now measures funnel conversions, SLAs, and other key operational metrics.
• Spearheaded the company’s transition to a whitelabel/SaaS business model, placing approximately ~$2.2M USD in mortgages since November 2024.
• Designed and integrated a comprehensive knowledge management system leveraging my “Operational Management System” methodology.

Returned to Envia.com as General Manager for the Mexico market. Responsible for operations, growth, and performance of the business in the country. Managed a team of >90 people in sales, operations, and business development teams.

Achievements Q3:
+12% shipments YoY
+25% revenue YoY
+28% gross profit YoY
+31% new sales YoY
+23pp on CSAT score.
+50pp on my team's employee NPS score.

Lead +50 people in Operations team to grow >180% in MRR during first year. In charge of Customer Support, Accounting Operations, Onboarding Operations, and Data Analytics departments.

• Increased Operating Margin from 22% to ~50%.
• Redesigned the post-sale onboarding process to reduce onboarding churn rate in 8pp.
• Improved customer NPS from 31% to >42% in the last Q.
• Designed and launched a new operational model to improve our customer satisfaction and retention.

Responsible for running solutions to ensure timely delivery of Scale's services.

Redesigned the worker allocation process to improve delivery SLAs.

I created the New Products area in BEDU, responsible for the innovation, research, co-design, and launch of new educational products and business models for the organization.

• Redesigned BEDU's quality system, organizing all quality metrics into a single framework, and created visualization tools for all the organization.
• Increased job opportunities for our graduates in 20%, and developed more than 50 partnerships with tech companies to hire our graduates.
• Organized graduation events for our graduates with an increase participation of +43% compared with previous events.
• Developed a Lifetime Value model for our teaching hiring.

• Managed sales, customer support, and mkt. departments tripling monthly sales by the end of 2019, with more than $800k USD in monthly sales.
• Improved customer conversion rate from 15% to 28%, earning up to $200k USD in monthly sales.
• Improved customer satisfaction rate from 75% to 93%, with team coaching and process standardization.
• Hired, managed, and coached more than 40 people in Operations.

• Oversaw safety, quality, fraud prevention, marketplace efficiency, and driver promotions for Monterrey and for more than 20 cities in Mexico North, growing 13 times the amount of weekly trips by the end of 2016.
• Recovered more than $100k USD in a month with a new fraud process.
• Launched a new product called UberAIRPORT, improving trip completion rates in +33 pp, earning $150k USD in additional trip revenue per month.
• Implemented a new initiative of vehicle acquisition, with 1/6 of the cost of the previous initiatives.