EDER DE LA ROSA

• Provided strategic leadership and training to cross-regional operations and analytics teams, aligning performance goals with business objectives across the US and Latin America
• Defined and implemented standardized workflows and operational frameworks across time zones and cultural contexts, reducing ad-hoc processes and increasing consistency
• Strengthened automation and billing processes through Azure and SQL solutions, reducing errors by 35% and processing time by 30%
• Improved AI bot performance and lead conversion by 40% through collaboration with development and analytics teams, utilizing Power BI and Jira to optimize customer journeys
• Established key performance indicators (KPIs), real-time dashboards, and post-transactional analysis tools for proactive issue detection and resolution
• Acted as escalation point for operational challenges, working closely with external partners and internal stakeholders to maintain service-level consistency
• Fostered cross-functional alignment with technology, finance, and service teams to scale operations and support long-term growth
• Implemented and developed operational standards, policies and procedures.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Consolidated vendors and renegotiated contracts to optimize costs.
• Acted as an escalation point for operational challenges, working closely with external partners and internal stakeholders to maintain service-level consistency.
• Managed key accounts such as the Internal Revenue Service (IRS), Newcorner Construction, CODIFIN (Mexico), and Loganix (Seattle), ensuring service delivery excellence and high customer retention through tailored operational support and strategic insight.

Customer Success Manager / Operational Lead
Ria Money Transfer (Euronet) — Querétaro, Mexico

• Spearheaded the launch of Ria’s Operational Hub in Querétaro, managing the full transition of service teams from CDMX. Oversaw recruitment, onboarding, training, and career development for frontline and supervisory roles.
• Acted as strategic account owner for top-tier clients including Walmart (Mexico & U.S.), Kroger, and Bank of America, ensuring alignment with service-level agreements and contractual obligations.
• Managed key relationships in Latin America with clients such as BBVA (Mexico), OXXO, Waldo’s, Soriana, Banco Azteca (Mexico & Guatemala), and Mercado Pago, driving operational excellence and customer satisfaction.
• Supported end-to-end operations for system-integrated partners like Xoom, Remitly, and Turbus (Chile), where Ria rails enabled digital transfers and bill payment processing through teller locations.
• Collaborated with CheckFreePay in the U.S. to support bill payment services integrated into Ria's digital and retail channels.
• Oversaw commercial partnerships with payout agents such as STP, Uniteller, DLocal, Intermex, and Inpamex, enabling cash pickup for Ria transfers through retail and app-based platforms.
• Led multi-regional teams across customer care, client success, and technical support, developing growth initiatives, aligning with global KPIs, and ensuring service consistency.
• Implemented AI-powered chatbots Lexie and Aria into Cisco CRM, Azure, and Zendesk, cutting response times by 50% and boosting customer satisfaction by 25%.
• Directed migration of users from physical branches to digital platforms, generating significant operational cost savings and improving scalability.
• Developed structured ticketing systems and escalation workflows for both end-user claims and internal partner support, improving resolution time and accountability.
• Led critical incident response for outages, payment delays, and high-level escalations, delivering detailed weekly reports with resolution tracking and root cause analysis.
• Partnered with IT, Telecom, NOC, Compliance, and Correspondent Admin teams to manage system launches and upgrade rollouts.
• Supervised accurate reconciliation of accounts payable/receivable for correspondent partners, ensuring timely settlement of transfers, commissions, and refunds.
• Enforced service non-conformity resolution through root cause investigation and preventive action plans.
• Maintained and enhanced FMEA and business continuity plans, reducing downtime by 45% and supporting uninterrupted operations across global time zones.
• Fostered a culture of continuous improvement through structured training, documentation, and global process standardization.
• Created customer support strategies to increase customer retention.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
• Contributed significantly towards company revenue goals by upselling products or services when appropriate during client interactions.
• Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.

• Supported demand planning and supply chain optimization for telecom and technology infrastructure clients
• Led ERP implementation (SAP and Oracle), decreasing delivery times by 30% and minimizing financial losses by $500K annually
• Delivered customer service and project coordination, aligning operations with client needs and regional distribution capacity
• Developed strong relationships with clients, resulting in increased trust and repeat business.
• Supported account management team during peak periods by stepping in as needed, demonstrating flexibility and adaptability under pressure.
• Served as an essential point of contact between clients and internal teams, facilitating clear communication channels that expedited project timelines.
• Streamlined internal processes through improved communication with team members, increasing efficiency across departments.
• Managed new account onboarding process, ensuring a smooth transition for clients into the company''s services.

• Coordinated internal logistics and material flow under just-in-time methodology, ensuring timely delivery from suppliers to production lines in a high-volume automotive manufacturing environment
• Monitored inventory levels, stock rotation, and warehouse space optimization using SAP, ensuring alignment with production schedules and supply chain efficiency
• Designed and validated returnable and technical packaging solutions for mechatronic components, reducing transportation costs and minimizing product damage
• Participated in Lean and Kaizen initiatives to improve process efficiency, eliminate waste, and streamline logistics operations across departments
• Collaborated with cross-functional teams (production, procurement, quality, planning) to support operational continuity and compliance with OEM standards
• Supported internal and customer audits, ensuring traceability, packaging compliance, and fulfillment of Brose's global logistics and operations protocols