Natalia Ivonne Ardila Mejia

Chief Experience Officer

Led Customer Operations & Experience across the end-to-end post-sales lifecycle of an AI & Data Governance SaaS platform, scaling capacity by 4.6x and achieving 90%+ GRR while growing upsell and cross-sell revenue.

Customer OperationsPost Sales LifecycleEnterprise SaaSImplementationCustomer SuccessRetentionRevenue ExpansionPartner EnablementGTM StrategyExecutive Engagement

Customer Support Manager

Equifax

Directed a 24/7 Technical Support and Service Delivery Hub managing a $20M+ ARR portfolio of 100+ Tier-1 Enterprise clients, achieving 100% GRR and reducing out-of-SLA incidents from ~50% to 5%.

Technical SupportService DeliveryIncident ManagementSLA ManagementTeam LeadershipProcess ImprovementLean Six SigmaData AnalysisCustomer Experience

Manager of Lead Management & Quality Check

Oversaw regional Lead Generation and Process Optimization across 7 LATAM countries, leading a team of 80+ employees and scaling lead acquisition channels.

Lead GenerationProcess OptimizationTeam LeadershipQuality AssuranceSalesforceBusiness IntelligenceAutomation

Operational Excellence Leader

Equifax

Led regional Operational Excellence and Transformation initiatives across LATAM, delivering ~$163K USD in savings and 490+ hours saved through Lean and continuous improvement.

Operational ExcellenceLean Six SigmaProcess ImprovementProject ManagementBudget ManagementPerformance Management

Supervisor / Management & Operations Consultant

Led complex business transformation, process re-engineering, and technology implementation projects for corporate clients, including change management and UAT coordination.

Business TransformationProcess ReengineeringProject GovernanceChange ManagementUATQuality Assurance