Karla Ochoa

I worked in an Operations and HR leadership capacity, partnering directly with executive leadership to assess organizational effectiveness through day-to-day execution, identify sources of friction, and realign core People and Operations processes under an EOS (Entrepreneurial Operating System)–based operating model. The focus was restoring clarity, stability, and operational coherence within a fast-paced nearshore environment.

From a hybrid Operations and HR Business Partner role, I translated EOS from concept into practical execution, establishing a clear and sustainable operating rhythm across teams and client-facing functions.

Key Contributions & Impact

Led an end-to-end diagnostic across People, Operations, and Client Success, identifying misalignment between structure, leadership, and execution.

Designed and implemented an EOS-aligned operating framework, clarifying roles, priorities, accountability, decision ownership, and cadence.

Reviewed and stabilized onboarding, performance management, service delivery, and retention, addressing gaps in foundational processes and standardization.

Identified key turnover drivers, primarily linked to weak onboarding, unclear role definition, and reactive decision-making.

Designed and launched a Success Program (Talent Success + Client Success) integrated into EOS, enabling structured check-ins, early risk detection, and data-driven insights into engagement and attrition.

Realigned critical roles and accountability structures, improving ownership clarity and execution flow.

Defined the minimum viable core documentation required to ensure operational consistency, scalability, and reduced dependency on individual discretion.

Partnered with leadership to evolve toward a more integrative and participative leadership approach, while maintaining execution discipline, clarity, and results focus.

• Led full-cycle Human Resources (HR 360) initiatives with a strong focus on Talent Acquisition to attract top-tier bilingual candidates for a niche business serving the U.S. market.
• Ensured labor relations compliance with SORA regulations and spearheaded the digital transformation of employee documentation by implementing advanced electronic signatures, enabling efficient remote hiring.
• Established and maintained zero-error standards in payroll operations, acting as a controller to audit and enforce best practices.
• Championed employee development, engagement, and retention strategies, successfully launching the NALA program.
• Drove a 200% team growth over two years by recruiting key roles such as SEO specialists, Client Success Managers, Developers, and UX/UI professionals.
• Led the successful implementation of the WORKABLE Applicant Tracking System (ATS) to streamline our hiring processes.
• Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
• Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
• Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
• Collaborated closely with department heads in executing strategic workforce planning initiatives that aligned human capital resources with company goals.
• Guided leaders and employees on company policies, programs, benefits and salary administration.
• Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
• Facilitated organizational change through effective communication and collaboration with senior management.
• Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
• Conducted internal investigations related to harassment claims and other workplace conflicts, providing resolutions that preserved the integrity of the company''s values.
• Enhanced employee retention by implementing effective onboarding and training programs.
• Streamlined HR processes for increased efficiency with the use of HRIS systems.
• Developed comprehensive training programs, empowering employees to reach their full potential within the organization.
• Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.
• Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
• Structured compensation and benefits according to market conditions and budget demands.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
• Recruited top talent to maximize profitability.
• Monitored and handled employee claims involving performance-based and harassment incidents.
• Led decision-making and implementation of HR policies, procedures, programs and functions.
• Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
• Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
• Promoted a culture of continuous learning through the coordination of professional development opportunities and workshops for employees at all levels within the organization.
• Reduced recruitment costs by establishing strong relationships with job agencies and universities.
• Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
• Processed employee claims involving performance issues and harassment.
• Used technologically relevant digital systems to manage payroll and benefits programs.
• Organized and led staff orientation programs and training to promote collaboration.
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Instructed senior leaders on appropriate employee corrective steps.
• Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
• Distributed employee engagement surveys to identify areas of improvement.
• Reduced process gaps while supervising employees to achieve optimal productivity.
• Created and implemented forward-thinking initiatives to improve employee engagement.
• Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
• Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
• Liaised between multiple business divisions to improve communications.
• Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
• Discovered and resolved complex employee issues that affected management and business decisions.

• Acted as a strategic HR Partner responsible for employee compensation, benefits administration, and compliance during a transitional period involving third-party vendors.
• Oversaw audits for payroll, benefits, and compensation packages to ensure alignment with labor laws and regulatory requirements.
• Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
• Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
• Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
• Led decision-making and implementation of HR policies, procedures, programs and functions.
• Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
• Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
• Collaborated closely with department heads in executing strategic workforce planning initiatives that aligned human capital resources with company goals.
• Directed a hardware/software inventory project, enrolling MAC devices in MDM (Microsoft Business Essentials) to support IT security and business continuity.
• Recruitment Responsibilities: Partnered with hiring managers to identify staffing needs and streamline hiring processes.
  Conducted resume screening, interviews, background checks, and reference validation. Facilitated interview coordination and candidate communications.
  Acted as liaison with local employment agencies and conducted exit interviews.

• Oversaw onboarding processes, providing new hires with a smooth transition into the organization and setting them up for success.
• Managed payroll functions to ensure timely and accurate compensation for all employees.
• Improved workplace culture through the development of diversity and inclusion initiatives, fostering a positive work environment for all employees.
• Provided excellent customer service to both internal and external stakeholders by addressing inquiries and resolving issues in a timely manner.
• Administered benefits programs, ensuring employees were well-informed about their options and enrollment process.
• Implemented new communication tools such as an intranet site or newsletter that helped keep employees up-to-date on company news, policies, and upcoming events.
• Increased operational efficiency through the implementation of streamlined administrative processes and procedures.
• Maintained compliance with federal, state, and local employment laws by staying current on regulations and adjusting company practices accordingly.
• Assisted in the preparation of budgets for various departments within the organization by tracking expenses closely against projected spending targets.
• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Reduced turnover rates by developing effective retention strategies, including employee recognition programs and career development opportunities.
• Developed strong working relationships with department managers to better understand their needs for staffing support and resource allocation.
• Managed vendor relationships to secure cost-effective services while maintaining high-quality results in support of business operations.
• Conducted thorough job analyses to create accurate job descriptions and establish competitive salary structures.
• Enhanced employee satisfaction by implementing comprehensive HR policies and procedures.
• Streamlined recruitment processes for improved hiring efficiency and candidate experience.
• Tracked office supplies and restocked low items to keep team members on-task and productive.
• Assisted in preparation and processing of payroll to facilitate prompt staff payments.
• Created organized filing system to manage department documents.
• Coordinated office events, seminars and meetings for staff and clients.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.
• Improved office operations by automating client correspondence, record tracking and data communications.

• Oversaw HR and administrative operations across Mexico and Argentina, aligning financial compliance, procurement, and organizational procedures with global corporate goals. Acted as the strategic liaison between LATAM operations and corporate offices in Switzerland, Belgium, and the U.S.
• Directed legal processes for contract legalization and apostille under the Hague Convention.
• Led the implementation and monitoring of ERP systems for electronic accounting and BI dashboards.
• Implemented debt recovery strategies, achieving an 80% recovery of non-performing loans (NPLs) within six months through targeted control and follow-up mechanisms.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Learned and adapted quickly to new technology and software applications.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.

• Led project administration, planning, and logistics for seminars and strategic initiatives across the Iberia and LATAM regions. Acted as the key liaison between Operations and the Design team in Bilbao to ensure localization and quality of training materials.
• Oversaw end-to-end planning and implementation of logistics strategies, including international resource delivery and material import coordination.
• Maintained ongoing communication with global suppliers to fulfill project requirements efficiently and on time.
• Conducted regional site visits to ensure material quality standards and training alignment.
• Achieved a 20% regional cost reduction through strategic logistics planning and optimization.
• Coordinated the adaptation of training content to meet local cultural and business needs.
• Initiated digital marketing strategies to position BTS's brand and value proposition, targeting segmented audiences through content-driven engagement.
• Promoted BTS's culture by fostering strong, kind, and supportive relationships with internal teams and clients, aligned with the company's “great place to work” values.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Managed client relationships through regular check-ins and updates on project progress.
• Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
• Collaborated with teams to define, strategize, and implement marketing and web strategies.
• Implemented customer relationship management (CRM) systems, improving client engagement and retention rates.
• Improved organizational efficiency, overhauling outdated operational procedures with innovative, tech-driven solutions.
• Frequently inspected production area to verify proper equipment operation.

• Managing payroll onboarding of new employees and off boarding of employment contracts.
• Implementation, monitoring, organization and control of the administrative tools.
• Portfolio Recovery and supervision of "cash flow" rotation of accounts payable and accounts receivable. Delivery reports and review of income statements and balance sheets in executive report for communication of status. Increase credit benefit. Monthly billing of fees projects and campaigns.
• Customer service, administrative support for high and updating information for integrating information management tool.
• Implementation of the administrative tool that would facilitate reading and use of information. Savings in fines with 50% lower cost to perform "in-house".
• Acquisition of assets for operation of offices, working with suppliers and trade credit financing for up to 48 months
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Development, Resource Management Plan University opening strategy.
  Identification of project scope requirements. Resource management and budget costs by ensuring, quality, payment terms and delivery time.
  Preparation of project status reporting and evaluation of project performance, controlling time.
  Development and management of foundations for integration project contest conceptual project development executive in strategic planning.
  Database management for implementation of work and documentation for certification REVOE and SEP.