Catterine Martin

Managed contact centers for Colombia's two largest health insurance providers: EPS Sanitas (Keralty Group) and Colmedica Prepaid Medicine (BANMÉDICA S.A. and UnitedHealth Group).

Negotiated agreements and major contracts with corporate clients to drive business expansion.

Ensured customer satisfaction, securing 2-year contract renewals.

Led a team of approximately 800 employees across all levels.

Contractual Compliance: Ensured adherence to client agreements.

Managed user support processes for Mercado Libre in Mexico, Colombia, Chile, Argentina and Uruguay, overseeing Fulfillment and dropshipping sales.

Implemented customer-centric methodology (Customer Experience) for effective client care.

Developed and executed operational strategies to achieve performance indicators and objectives.

Conducted client research to identify opportunities and ensure seamless operations.

Conflict Resolution and Strategic Partnership Building.

Managed financial processes for prominent institutions: Banco de Occidente, Banco de Bogotá and Porvenir Pensiones y Cesantías (AVAL Group), plus UNICEF Colombia donation collection.

Strategic Financial Planning and Compliance.

Performance Improvement and Customer Satisfaction.

Team Management and Development.

Budgeting and Cost Contro

Managed assigned budget compliance, PyG campaign control and new project implementation.

Reviewed and approved operational contract clauses with clients before signing.

Managed multiple campaigns, driving objective achievement through strategic planning and training.
Stabilized key performance indicators, building client and team confidence.