OtherKind Health (October 2023–April 2024)

Remote

OtherKind Health is a mental health startup specializing in facilitating wellness programs and workshops to boost workplace inclusion and well-being. They deliver their services remotely, leveraging a network of mental health professionals to serve multi-national technology clients like Spotify and Carta.

As the Head of Operations at OtherKind Health, I balanced creating our high-level operational strategy with the hands-on management of our delivery processes, ensuring the efficient delivery and continuous improvement of the company's mental health services.

Operations and Management:

• Managed and strengthened client relationships with Spotify and Carta through direct, high-level communication with senior HR leaders, aligning our services to their needs.
• Orchestrated the booking, scheduling, and execution of approximately 30 workshops, ensuring seamless delivery during periods of crisis and high demand.
• Developed and implemented an onboarding process and onboarded 3 new licensed therapists to our network, including comprehensive documentation on our operations and client-specific preferences, aligning contractors closely with client needs to maintain our service standards.
• Managed and coordinated a team of 6 contracted therapists, ensuring their alignment with client projects and operational goals.
• Initiated and supported the tailored creation of workshop content, leveraging the expertise of our mental health professionals network to meet client expectations and established a feedback collection process post-service to continually improve our service.
• Overhauled the company’s invoicing processes and introduced a new claim tracking system, identifying over $10,000 in unpaid services.

Cristina Cuéllar Group (March 2019-August 2023)

Hybrid

Grupo Cristina Cuellar is a Mexico-based beauty enterprise that provides makeup and hairstyle training and services. It’s footprint expands 3 brick and mortar locations across Mexico, online courses, and domestic and international workshops. Since its inception, it has provided over 5,000 make up services and trained thousands of make up and hair style professionals.

Beginning my journey as an administrative assistant, I advanced to play a pivotal role in the company's modernization, leading the digital transformation during COVID, and overseeing the establishment of one of the three business locations.

Operations and Management:

• Pioneered a digital transition to enhance operational efficiency and customer service, introducing an inventory management and billing system (Zettle) to automate the store's previously manual revenue processing, and implementing QR codes for invoice requests. Both strategies were subsequently adopted by other locations.
• Identified staffing needs for branch growth and hired 11 staff members. Managed the interview process, implemented training and career development programs, and established clear career advancement paths.
• Spearheaded the opening of a new location that graduated over 570 makeup and hairstyle professionals within its first 4 years, contributing significantly to the company's growth.
• Successfully orchestrated an exclusive national import contract for a leading U.S. airbrush makeup brand, resulting in over $50,000 of product imports in year one and significantly enhancing the company's product portfolio. This involved close collaboration with legal teams, accompanying our CEO to translate high-level negotiations in the United States, coordinating with Mexican customs, and devising a strategic pricing model for reselling the product in Mexico.

Marketing:

• Developed an optimized e-commerce website on Wix to expand our branch's digital footprint, a strategy later adopted by other branches. Enhanced SEO through detailed descriptions and metadata on photos and pages, resulting in over 40 orders within the first three months of launch and attracting more than 44k website visitors in the first year.
• Developed and executed strategic marketing campaigns across social media platforms using Hootsuite, a tool I proposed and implemented, alongside paid efforts. This streamlined social media management process increased brand visibility and engagement, reaching an average monthly reach of ~245,000 users on Facebook and ~35,000 users on Instagram.
• Created dozens of marketing assets, including brochures, flyers, and presentations using Canva to effectively communicate the company's value proposition across our website and social media accounts.
• Championed a process improvement initiative to enhanced our company's CRM of 35,000 leads and 4,000 clients, enabling more precise tracking and maintenance of client and customer relationships across social media platforms such as WhatsApp, Facebook, and Instagram.
• Conducted in-depth market research, including alumni surveys, that resulted in a proposal for a new pricing strategy to expand our potential market of students.

Sales and Customer Success:

• Spearheaded improvements in sales operations, including the formation of a four-member sales team and the development of a novel sales commission structure, significantly boosting the performance of our location.
• Provided exceptional customer service, assisting approximately 200 clients per month with their queries and concerns, ensuring prompt and effective solutions.
• Served as the ultimate escalation point to resolve problems the business had with its teachers, students, staff, and brides for bride services, ensuring customer satisfaction and business continuity.

Freelance (2020-Present)

Remote

As a freelance professional, I've helped businesses enhance their digital presence and engage audiences through social media management, web development, and content creation. I've also facilitated online learning experiences in the educational sector.

Advent Group

Advent Group is a leading media group established in Paris. Advent Group specializes in connecting higher education institutions with prospective international students in 60 countries through the organization of various types of events. Likewise, it provides marketing resources and recruitment solutions for graduate schools around the world.

• Negotiated and collaborated with media partners, influencers, university alumni, and business schools.
• Researched new communication and advertisement channels and tools to stay up to date with local marketing trends.
• Utilized a mix of marketing channels to ensure strong media coverage and digital presence.

Cuatro Elementos

Cuatro Elementos Exteriorismo is a company based in Estado de México, Mexico City, that specializes in exterior design, offering services such as designing and installing awnings, sail shades, pergolas, and more.

• Authored periodic articles about the brand and related topics on a startup platform for similar industries, enhancing brand visibility and engagement.
• Managed social media accounts (Instagram, Twitter, Facebook), creating engaging content and fostering customer interaction.

Sembrando Lazos

Sembrando Lazos is a Reggio Emilia-inspired educational startup in Mexico, providing a space where parents and caregivers can obtain listening time and a series of tools and strategies aimed at maintaining and strengthening one of the most important foundations of being human: emotional bonds.

• Assisted with the establishment of a digital presence, including the creation of a website and social media accounts (Instagram, Facebook) from scratch.
• Conducted proofreading, image design, and formatting for a digital manual, ensuring clarity and visual appeal.
• Hosted and moderated group classes on Zoom, facilitating effective communication and learning.
• Utilized platforms such as Hootsuite, Later, Canva, and Procreate to manage and create digital content.

Sobremesa (2018 -2019)

Mexico City, Mexico

Sobremesa is a female-owned business located in a historic 19th-century house in the trendy Condesa area of Mexico City. The venue is used for film productions, fashion shoots, and primarily corporate and private events with catering. As Sobremesa’s Event Assistant, I…

• Designed an operations manual to optimize processes and improve client satisfaction, detailing roles and activities for each operating area.
• Assisted in planning corporate and private events, ensuring smooth execution and client satisfaction.
• Proposed and implemented the initial inventory system for store control and food and beverage supplies, improving efficiency and accuracy.

Hotel Krystal (2017)

Mexico City, Mexico

Santa Fe Hotel Group is one of the largest hotel chains in Mexico, offering a range of accommodations and services in prime locations such as Puerto Vallarta, Cancun, and Monterrey.

• Created monthly sales and revenue reports presented to all hotel managers, providing valuable insights for decision-making.
• Assisted in planning corporate events, ensuring high-quality setups and attention to detail.
• Supported the General Hotel Manager for the location, contributing to efficient operations and superior guest experiences.

VIFAC (2016)

Mexico City, Mexico

VIFAC is a shelter for pregnant women located in the suburbs of Mexico City.

• Assisted in coordinating activities within the shelter, aimed at equipping mothers with the skills needed to secure employment upon leaving the shelter.
• Managed in-kind donations, including receiving, controlling, and categorizing items, and distributing them to mothers based on their needs.

🎓 Education

IBERO University (2014 - 2018)

Bachelor of Science in Hospitality Management | Mexico City 🇲🇽

• Earned the Ceneval EGEL Excellence Performance Award for placing in the top 2% on the General Exam for Undergraduate Exit (EGEL), an exam required for all new graduates in Mexico.

Continued Education

My learning journey extends beyond formal education. I am consistently seeking new opportunities to expand my knowledge and enhance my efficiency. Driven by curiosity and a desire for excellence, I believe that continuous learning is key to maintaining a competitive edge.

• Participated in a two-week business seminar at DePaul University in Chicago in 2016.
• Completed several of Google’s online courses and certifications, including Digital Marketing, Digital Transformation, and Google Analytics for Beginners.
• Currently progressing through Notion Academy