Laura Vallejo B

Seller Experience Operations Manager Process & Back-Office Manager

Sep 2022 - Present • 3 yrs 10 mos

Lead Colombia Back-Office (BO) operations, financial support, and process management for thousands of active sellers. Focus on process re-engineering to mitigate monetary losses, optimize team management times, and ensure overall accounting health, bridging seller experience (SX) with ecosystem financial efficiency. • E2E Financial Support Management: Direct the financial support unit for sellers, ensuring efficient resolution of complex billing, payment gateway, and payout discrepancies. • Accounting Control & Reconciliation: Oversee operational accounting controls to guarantee strict alignment between marketplace platform reports and corporate financial statements. • P&L Impact Visibility: Track and visualize the real-world impact of customer refunds versus product returns to identify capital leaks and optimize operational business decisions. • Cost-to-Serve Reduction: Implemented proactive platform and workflow improvements that decreased the seller contact rate by 25%, lowering overhead and unnecessary support tickets. • NPS Improvement (+30%): Elevated the seller Net Promoter Score (NPS) by approximately 30% by eliminating critical operational bottlenecks within the post-sales journey. • SLA Excellence: Maintained consistent service levels above 90% (SLAs) in the resolution of critical Back-Office and financial disputes. • Product & Tech Co-creation: Partner closely with local and regional technology teams as the core business stakeholder, driving and prioritizing product backlogs to fit market needs. • Cross-functional Stakeholder Alignment: Coordinate with Finance, Logistics, Commercial Strategy, and Legal teams to enforce complex operating procedures and manage ecosystem risks.

Product Owner & Agile Project Manager

Oct 2020 - Sep 2022 • 1 yr 11 mos

Managed marketplace operations with a 360° approach, leading cross-functional content, communications, and operations teams to maximize onboarding efficiency and seller performance. Led agile product squads (Scrum) to accelerate feature deployment and regional scalability. • Onboarding Streamlining: Coordinated the strategy to simplify operational workflows, drastically reducing partner integration times and securing a seamless E2E publishing-to-delivery flow. • Peak-Traffic Event Mitigation: Designed and executed contingency plans and operational enhancements for high-volume commercial seasons (Black Friday, Cyber Monday), leading to the overachievement of corporate sales targets. • Continuous Improvement Strategy: Formulated optimization workflows that positively impacted technical support KPIs and customer satisfaction indexes. • Cross-functional Alignment: Collaborated closely with corporate legal, logistics, and finance divisions to ensure seamless deployment of complex commercial guidelines.

Marketplace Operations Analyst Process Optimization Specialist

Apr 2019 - Oct 2020 • 1 yr 6 mos

Structured and designed the foundational architecture of operational processes from scratch for the launch of the Marketplace business unit, guaranteeing seamless integration across the E2E ecosystem. • Historical Revenue Milestone: Engineered highly effective operational workflows that enabled the portal to scale and generate $1,000,000 USD in revenue within just 7 months post-launch. • Turnaround Time (TAT) Reduction: Drove continuous improvement initiatives focused on user and merchant experience, significantly reducing case resolution times and critical system incidents. • Data-Driven Culture: Monitored core performance metrics (KPIs), generating actionable analytical reports to guide operational optimizations in alignment with logistics and customer service.