Valeria Troyo Cruz

• Designed the Mastermind program, creating a three-tier structure to support client progression, accountability, and long-term retention.
• Managed the heads of marketing, finance, and product, aligning department goals with company KPIs and driving results across the business.
• Built the Client Success department and internal systems from the ground up, scaling support and delivery for over 2,000 clients.
• Grew the coaching and account management team to over from 1 to 10+, implementing structured training, QA reviews, and performance tracking through scorecards and KPIs.
• Worked hand in hand with the head of Product in the development of the company’s internal app, housing the full training program and improving the client experience while reducing manual workload.
• Reduced refund rates from over 40% to under 3%, through automation, proactive support, and improved onboarding and segmentation.
• Built and refined the store development process using Gempages, cutting build costs by 50% and increasing delivery capacity through selective outsourcing.
• Oversaw the $10K scaling strategy, ensuring client success by aligning product development, advertising, coaching, and store delivery efforts, started with 10k with now over 6M in results.
• Flew to Australia every 90 days for in-person leadership sessions with the CEO and core team, driving alignment and operational clarity.
• Led all weekly KPI and performance reviews with department heads, resolving roadblocks, coaching leaders, and keeping the business on track for growth.
• Oversaw AR management, renewals, refund eligibility, and contractor agreements, directly contributing to increased cash flow and stronger client retention.

• Managed large-scale SMS marketing campaigns and directly engaged with over 2,000 client companies, including major brands like LG and Philips.
• Oversaw agent performance metrics, training programs, scheduling, and contributed to the creation of a balanced scorecard with KPIs to drive continuous performance improvements.
• Played a key role in scaling the in-house team from 8 to 150 employees following acquisition, while collaborating closely with BPO partners to support rapid operational growth.
• Drove data-informed decisions by analyzing daily performance metrics and identifying strategic opportunities for growth and optimization.
• Supported the launch and refinement of a new user interface (UI) through hands-on testing and feedback, while introducing comprehensive training programs to ensure team adaptability.
• Led critical areas of customer operations including escalation management, merchant feedback loops, technical troubleshooting, and the creation of rapid-response teams for incident management.
• Partnered with Quality Assurance and Training teams to deliver agent and AI audits, run skill-based workshops, and maintain ongoing operational excellence.
• Managed seasonal workforce planning and performance during four consecutive Black Friday/Cyber Monday periods, ensuring high productivity and minimal disruption.
• Motivated and led an 80-agent team through regular evaluations, personalized improvement plans, and consistent coaching, directly contributing to higher CSAT scores.
• Developed and implemented streamlined policies to reduce agent exceptions and response times, significantly enhancing the customer experience.
• Launched customer retention and loyalty initiatives that led to increased satisfaction scores and repeat business.
• Conducted advanced audits on AI-driven campaigns to improve quality and performance, while actively supporting the evolution of the organization’s AI support systems.

• Conducted in-depth consultations with clients to gain a thorough understanding of their

business objectives, target audience, and specific requirements in the e-commerce and

social media domains.

• Collaborated closely with internal teams, including developers and designers, to

configure and customize e-commerce platforms (such as Shopify and WooCommerce)

according to clients' specifications, ensuring seamless functionality and user-friendly

interfaces.

• Developed and executed tailored social media campaigns across multiple platforms

(including Facebook, Instagram, and Twitter), aligning campaigns with clients' brand

identity, marketing goals, and target audience demographics.

• Delivered comprehensive training sessions to clients on how to efficiently utilize e-

commerce interfaces and effectively manage their social media accounts, empowering

them to independently leverage these platforms.

• Monitored and analyzed the performance metrics of e-commerce platforms and social

media campaigns, generating detailed reports to evaluate strategy effectiveness and

provide data-driven recommendations for optimization.

• Led and supervised a proficient team, successfully executing phone and email campaigns, while managing all aspects of the projects.
• Fostered close collaboration with cross-functional departments to ensure seamless campaign delivery.
• Oversaw end-to-end project lifecycles, guaranteeing adherence to strict timelines and budget constraints.
• Spearheaded multifaceted campaigns, achieving excellent results in terms of execution and impact.

• Provided invaluable support to C-suite executives,

ensuring efficient communication flow, by

managing complex calendars, coordinating

extensive travel arrangements, and prioritizing

correspondence

• Conducted detailed research and prepared

comprehensive reports to facilitate executive-level

decision-making

• Facilitated seamless executive-level meetings,

ensuring all necessary preparations were made and

effectively managing the flow of the meetings

• Demonstrated proactive assistance in optimizing

CEO's productivity and effectiveness by anticipating

needs and providing timely support

• Utilized strong communication, problem-solving,

and multitasking abilities to deliver exceptional

administrative support in a fast-paced and

dynamic environment.