Alexia Arango

At Tekton Labs, I lead the end-to-end management of strategic accounts across LATAM, acting as the primary driver of client growth, retention, and expansion. I work cross-functionally with sales, delivery, finance, and operations to ensure seamless alignment between business goals and execution, playing a key role in every step of the customer lifecycle. Through automation and strategic insight, I’ve enhanced scalability and consistently delivered high NPS scores and client satisfaction. My work is focused on maximizing account value, driving operational efficiency, and building long-term partnerships based on trust and results. En Tekton Labs lidero la gestión integral de cuentas estratégicas en toda la región LATAM, siendo la principal responsable del crecimiento, retención y expansión de clientes clave. Trabajo de forma transversal con equipos de ventas, delivery, finanzas y operaciones para asegurar una alineación total entre los objetivos del negocio y la ejecución. He contribuido de manera decisiva en cada etapa del ciclo de vida del cliente, potenciando la escalabilidad mediante automatización y generando insights estratégicos que elevan la toma de decisiones. Mi enfoque se centra en maximizar el valor de cada cuenta, fortalecer relaciones a largo plazo y garantizar experiencias excepcionales

Led a strategic consulting project for a healthcare services company, focused on resolving core operational inefficiencies. I identified key pain points across finance and logistics, and developed an actionable plan to address them with measurable impact. As part of the engagement, I created the company’s finance department from the ground up—designing structure, processes, and controls—while simultaneously reorganizing the entire logistics operation to improve service flow and resource management. The transformation resulted in a streamlined operation, increased transparency, and a net financial gain. This project reflects my ability to quickly diagnose critical gaps, design high-impact strategies, and execute them effectively across core business areas.

In this role, I was responsible for streamlining recruitment, onboarding, and internal transitions for large-scale client programs across North America. I led initiatives that significantly reduced operational costs and improved overall client delivery, including the development of a certification framework to enhance agent readiness and service quality. Through data-driven decision-making and close collaboration with cross-functional teams, I helped ensure the operational success of key client accounts in a fast-paced environment.

I designed and implemented quality control systems that improved operational consistency and compliance. My work focused on auditing production processes, analyzing performance data, and identifying areas for improvement. I developed tools such as QA checklists and reporting frameworks that supported the organization’s standards and informed strategic decisions. This role deepened my analytical skills and reinforced my commitment to excellence and process optimization.

At Betsson, I supported high-volume customer operations across multiple channels, resolving inquiries related to accounts, payments, and betting services. I adapted quickly to a fast-paced environment and contributed to scaling the support model to match business growth. Additionally, I analyzed call performance data to identify trends and proposed operational adjustments that improved efficiency and customer satisfaction. This experience laid the foundation for my customer-centric approach and operational focus.