PROJECTS

Enablement Office Hour: Practical Support for Sales Reps and Stakeholder Communication

It involved providing practical support to all sales reps to enhance their performance outside the regular training cadence. Additionally, I implemented a monthly newsletter to share achievements, progress, and metrics with all my stakeholders.

Financial Process Restructuring Support

I was responsible for aligning the product, marketing, risk, due diligence, and legal departments with sales, equipping the latter with the most significant and important changes throughout the entire customer lifecycle. This included new tools, features, and processes necessary for pre-sales, sales, and post-sales.

Commercial Enablement Support

Initiated Enablement Support for: Regional Sales Managers, Mid-Market and Key Account Representatives, Sales Engineers, Small-Mid Representatives, Customer Experience, and Customer Success Managers, catering to seller-side audiences. Developed content for both in-person and online training sessions.
Establishment of boot camps: to ensure all sales reps possess the necessary skills to deliver the best customer experience and effectively promote our financial products with improved quality

Development and Implementation of Onboarding Program for Customer Success and Sales Enterprise Team

Developed comprehensive onboarding programs tailored for: the Customer Success (Key Account Managers for Small and Medium Businesses, Mid-Market, and Enterprise segments) and Sales Enterprise teams. This included crafting detailed training plans, designing engaging training agendas, and curating relevant content to ensure seamless integration and rapid skill acquisition for new hires.

Training, Learning, and Development Projects

Dine In Service: Led the pilot project in Latin America for the new dine-in service in a flagship store. Developed marketing, sourcing, training, and operational materials to gather consumer feedback, which informed global customer service manual updates.
Casual Service: Led the pilot project in Latin America for the new casual service model in a high-performance training store. Analyzed consumer response and feedback, leading to updates in global customer service manuals.
Management Training Centers: Successfully led the implementation and certification of 6 training centers dedicated to train managers in 3 countries (Mexico, Peru and Trinidad & Tobago).
Successfully conducted 3 pilot tests in the region. New app Myhäagen based on an LMS, new customer services:
Dine in and Casual, modernizing training and customer service: MyHäagen app nominated for the "Best Use of Mobile Learning" category at the Learning Technologies Awards 2022. MyHäagen won the Silver Award in the "Best Advance in Mobile Learning Technology" category at the Brandon Hall Group Excellence in Technology Awards.

Product and Market Development

Creation and Execution of New Portfolio Coffee Beverages with and without Ice Cream for Mexico: Updated in-store beverage menus, created, implemented, and trained staff on new beverages. Designed promotions and marketing strategies to boost the portfolio. Segmented stores nationwide for proper implementation based on their equipment and sales clusters.
Implementation of the New Business Model "ICE CREAM CAKES" in Trinidad and Tobago: Trained the franchisee and kitchen team. Assisted in opening a store with this unique model in Latin America. Coordinated departments such as marketing, quality, procurement, logistics, and supply chain.
Creation and Execution of New Pastry Portfolio for Mexico: Changed SKUs in the channel, established processes for storage, display, and customer delivery. Conducted competitor benchmarking, product surveys, and market segmentation. Managed logistical, supply chain, and organoleptic tests.

Business Management and Customer Service Projects

Creation and Management of Business Management Website for Franchisees: Developed a cloud-based portal to connect all business units, enabling data-driven decision-making in daily operations such as sales, incidents, orders, maintenance tickets, district management visits, audits, news, communications, and training.
Development of New Promotions for Franchise Network in Mexico.
Shops Refurbishment: Provided assistance, consultancy, and management for partial or total shop refurbishments.

Human Resources Initiatives

Creation, Development and Implementation of Human Resources Manuals: Improved employee turnover, workplace climate, and satisfaction. Established and standardized HR processes across Mexico, covering recruitment, career paths, performance evaluations, and progressive discipline.
Implementation of Rewards and Career Path Systems: Developed qualitative and quantitative reward systems based on budget and HR metrics for franchisees. Aimed to reduce employee turnover and motivate staff to achieve results and professional growth.
Implementation of Competency-Based Interview System Using the STAR Model: Created tools, formats, and structures for effective talent selection through competency-based interviews using the STAR model.

Educational and Recruitment Projects

Coffee Seminars for Universities, Hotels, and Fine Dining Restaurants: Conducted coffee seminars to enhance the knowledge of customer service staff, including waiters, chefs, and bartenders in 5-star hotels and gourmet restaurants. Also focused on culinary and academic development in gastronomy universities.
Creation of Recruitment and Selection Fairs in Universities: Planned and executed large-scale recruitment events at universities to establish an active link between the institution and the franchise through a job board and active seminars.