Sandra Gomez

Sandra Gómez Álvarez-•- • linkedin.com/in/sandragoal​ Skills Language: Spanish, English Technical skills: Zeus, Titan, G-Suite, Power BI, Jira and Notion, Slack, Clickup, Zendesk, Textline CRM, Buildium. Business Skills: Strategic Planning, Process Design and Productivity, Profitability and Cost Analysis, Team Building, Vendor Management, E-commerce, Logistics, Proptech and Sales, Customer-first mindset and Cross-functional team management. Experience HomeRoom (Now Bungalow)​ ​ ​ ​ ​ ​ ​ ​ ​ Prairie Village, Kansas Sr. Operations & Customer Experience Manager​ ​ ​ ​ ​ ​ 06/2023 – Today ●​ Successfully managed accounts receivable and collaborated with the accounting team to reduce delinquent clients, late payments, and tenant evictions while also reducing tenant request response times by 85%, significantly enhancing operational efficiency and tenant satisfaction. ●​ Developed and implemented a customer journey strategy to improve the tenant experience, achieving an 80% retention and contract renewal rate, while increasing NPS in the support area by 80% and creating comprehensive operational manuals to standardize service delivery. ●​ Completed a portfolio and real estate management course to enhance customer service strategies and acted as the primary liaison between departments, ensuring seamless implementation of new strategies in communication, issue resolution, and continuous operational improvements. Loft Mexico (Formerly TrueHome)​ ​ ​ ​ ​ ​ ​ ​ Mexico City, Mexico Sr. Operations & Administration Manager ​ ​ ​ ​ ​ ​ ​ 02/2022 – 08/2022 ●​ Developed Standard Operating Procedures for 5 verticals in the Operations team by reengineering, creating and documenting workflows and processes enabling teams to reach 100% of their KPIs in Q2 2022. ●​ Qualified and managed client pipelines, ensuring optimal occupancy rates and efficient lead conversion. ●​ Management of 7 office locations across México, ensuring 0% increase in budget for Q2 2022 and a +50eNPS across all teams, being liaison between vendors to ensure smooth operations. ●​ Contributed to business development initiatives, improving operational efficiencies and maintaining budget stability. MIZU (Formerly Lola Flora Mexico)​ ​ ​ ​ ​ ​ ​ ​ Mexico City, Mexico Country Vendor & Logistics Operations Manager​ ​ ​ ​ ​ ​ 02/2020 – 02/2022 ●​ Managed E-Commerce Sales, Operations and Logistics for 60 vendors across 15 states in Central and South Mexico, accountable for revenue and EBITDA goals, reaching 95% of goal on average during my tenure. ●​ Increased vendor sales volume by 40%, enabling a data driven mapping system that identified demand in regions where we had no coverage on. ●​ Worked with the Customer Service team to decrease revenue loss on complimentary orders by 20%, by implementing a re-training program with vendors, which increased Vendor Score by 25%. ●​ Ensured 98% delivery rates, under defined SLAs, for 2020 and trending in 99% for 2021. ●​ Negotiated delivery costs with vendors, enabling 5% savings for the company on the overall revenue. ●​ Increased NPS score for my portfolio from +20 in 2020 to +68 in 2021. Nemesis Capital​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Mexico City, Mexico Commercial Administration Manager ​ ​ ​ ​ ​ ​ ​ 07/2017 – 02/2020 ●​ Inventory and back office management of 13 residential developments across 6 states in México. ●​ Lead a sales force of 7 decentralized teams, reaching sales goals for 9 months in a row for Q3 2018-Q1 2019. ●​ Managed the compensation scheme of the sales team, driving conversion in sales up for 2018. Thor Urbana Capital ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Mexico City, Mexico Commercial Analyst​ ​ ​ ​ ​ ​ ​ ​ ​ ​ 01/2016 – 07/2017 ●​ Managed accounts receivables, reaching a 93% rate in success collections from all portfolio clients. ●​ Managed accounts payables, being able to reconcile 95% of vendor payments. ●​ Lead the Marketing and Back Office Sales processes for the first residential project for the company. Education Universidad Nacional Autónoma De México. Estado de México, México B.A.S. in Communications, 2009 – 2013 Universidad Nacional Autónoma De México. Estado de México, México Diploma and coursework in Merchandising and Marketing Operations, 2014 – 2014