Jesica A.
Customer Experience
Notable Highlight
Over 15 years of experience in project management, customer experience, and operations, primarily supporting U.S.-based B2B SaaS companies.
Experience Summary
is a Project Manager and Customer Experience professional with over 15 years of experience in project management, operations, customer success, communications, and B2B SaaS, primarily supporting U.S.-based companies. She has led end-to-end project delivery, coordinated cross-functional remote teams across the U.S. and Latin America, and optimized operational workflows to improve efficiency and delivery outcomes. Her background includes customer experience management, client onboarding, process improvement, stakeholder management, and operations support. Earlier in her career, she worked in corporate communications and journalism, developing communication strategies, managing media relations, and producing editorial content. She holds a Bachelor's Degree in Social Communication and is fluent in English (C2), with strong expertise in project coordination, customer experience, and remote team collaboration.
Key Achievements
Led end-to-end project delivery for U.S.-based B2B SaaS companies, successfully coordinating cross-functional remote teams across the U.S. and Latin America to deliver projects on time and within budget. Improved operational efficiency by optimizing internal workflows and business processes while serving as the primary stakeholder contact throughout project lifecycles. Led customer experience initiatives that strengthened customer conversion, retention, and service quality, and streamlined client onboarding processes to improve adoption and satisfaction. Brings over 15 years of experience supporting U.S.-based organizations in project management, customer success, and operations.
Skills
Customer Experience (CX), Customer Support, Customer Success, CRM Management, Email & Live Chat Support, Problem Solving, Conflict Resolution, De-escalation, Customer Satisfaction (CSAT), Written Communication, Cross-functional Collaboration, Process Improvement, Quality Assurance (QA), Time Management, Attention to Detail, Analytical Thinking
Work Experience
Project Manager
Sta. · Miami, FL, USA (Remote) · Apr 2024 – Jan 2026
- Led end-to-end project management from planning through execution, ensuring on-time, on-budget, and high-quality delivery.
- Coordinated cross-functional teams across the U.S. and LatAm in fully remote environments.
- Optimized internal workflows to improve operational efficiency and delivery outcomes.
- Acted as primary point of contact for stakeholders, ensuring alignment and clear communication.
Customer Experience Manager
Own. · New York, NY, USA · Feb 2023 – Apr 2024
- Led the Customer Experience function for home services targeting the U.S. Latino market.
- Drove customer conversion, retention, and continuous process improvement.
- Managed and developed CX teams with a strong focus on performance and service quality.
Senior Onboarding Specialist
Own. · New York, NY, USA · May 2022 – Feb 2023
- Owned the client onboarding process, ensuring smooth adoption and high customer satisfaction.
- Coordinated closely with internal teams to streamline onboarding workflows.
Product Operator
Bla. · Miami, FL, USA · Apr 2020 – May 2022
- Created and managed client email communications using Google Workspace and Office 365.
- Processed leads, analyzed data, and optimized operational workflows.
- Performed web data extraction and managed databases and spreadsheets.
- Consistently met weekly performance targets.
Communications Analyst
FASA · Argentina · Sep 2009 – Oct 2016
- Developed institutional communication strategies and multi-channel content.
- Managed media relations and coordinated corporate events.
Content Writer
Cla. · Argentina · Oct 2003 – Sep 2009
- Researched and wrote journalistic content aligned with editorial standards.
- Collaborated with editors while meeting strict deadlines.