Deby Torres Cadmilema

• Own the full customer success lifecycle for high-touch B2B clients, driving fast activation (3+ appointments in 21 days), strategic onboarding, and long-term value through referral-network campaign execution while aligning expectations to increase satisfaction and retention. • Partner closely with clients to understand their business model, service areas, and growth goals, co-creating tailored referral strategies that generate consistent qualified meetings and sustainable revenue outcomes. • Proactively reduce churn and increase NRR/GRR by monitoring performance metrics, client sentiment, and account health, managing renewals and at-risk accounts while strengthening long-term relationships built on clarity and trust. • Lead and optimize multi-channel outbound campaigns (email, calls, voicemail), coordinating cross-department teams, BDRs, and external partners to ensure alignment on goals, resource allocation, and scalable execution. • Foster a high-performing, empowered team culture by promoting humility, trust, delegation, autonomy, and resilience enhancing collaboration, ownership, and overall client experience.

B2B Product & Project Manager | Data-Driven Strategy & People-Centered Process Optimization Led the strategic transformation of Ridge’s B2B operations; connecting data, people, and processes to strengthen collaboration and elevate both customer and employee experience. - Designed and implemented interconnected product and client databases (Excel, SQL) for advanced analysis by material, color, market, and region; improved forecasting accuracy and product availability by 35%. - Led a company-wide survey uncovering workflow and communication gaps across Wholesale, Operations, Creative, Merchandising, and Accounting; presented insights to the VP of Sales and People Ops, co-leading strategy changes that improved team responsiveness by 40% and reduced communication bottlenecks by 60%. - Automated onboarding and order submission workflows (Notion, Slack, Google Docs, Zapier); increased internal collaboration by 50% and client satisfaction by 30% through faster response times and clearer communication. - Conducted user research and developed customer personas with the CX team to inform product and campaign decisions for the women’s market; boosted B2B client adoption by 25%. - Streamlined catalog structure through data-driven analysis, reducing SKUs by 70% to improve scalability, focus, and product-market fit. - Reduced manual workload by 80%, saving 300+ hours monthly through automation and integration of operational databases. Key Achievements: - Centralized tools and documentation, increasing productivity by 50%. - Introduced Python automations that accelerated delivery cycles and unblocked delayed projects. - Enhanced both customer experience (onboarding, delivery) and employee experience (efficiency, clarity). - Strengthened collaboration between Sales, Operations, and Creative, improving responsiveness and delivering branded materials that built trust and engagement.

Promoted to coordinate cross-functional teams and stakeholder relationships across Brazil’s marketplace operations. Maintained alignment between Operations, Tech, Data, Legal, and Field teams while designing workflows and communication systems that improved collaboration, accountability, and scalability. - Created and maintained national workflows to align all internal teams and ensure consistency in daily operations across five major retail partners (DIA, iFood, Enxuto, Cencosud, Atacadão). - Built an internal demand-tracking system in Notion for Operations, Data, and Tech requests, centralizing priorities and updates; this reduced redundant communication and support requests by 60% and improved cross-team visibility. - Designed and documented scalable operational processes, translating real business challenges into developer-ready requirements for Product and Engineering teams. - Developed Brazil-specific dashboards with the Data team to monitor KPIs and performance, ensuring scalability and transparency across LATAM. - Maintained and optimized the user education and communication frameworks previously created in Operations, ensuring alignment and continuity across all regions. - Established clear communication protocols between store managers, internal teams, and stakeholders, reducing unplanned requests by 70% and improving workflow predictability. - Benchmarked operations with Mexico and Chile to standardize and scale effective practices regionally. Reduced operational workload by 50% through documentation and automation (Notion, ClickUp, Google Workspace). Key Achievements: Coordinated 10+ store openings per week with zero downtime. Built transparent systems for tracking, collaboration, and accountability, improving decision-making speed and team alignment.

Led the launch and structure of Zubale’s marketplace operations in Brazil, designing workflows, educational content, and documentation from scratch. Translated business needs into scalable processes that improved user engagement, visibility, and efficiency across teams. - Designed and tested the MVP for operations in Northeast Brazil, adapting workflows to local user behavior and validating market performance. - Created all user education materials (email marketing, in-app content, guides) and built a multilingual onboarding framework that improved activation and training consistency. - Developed a Notion-based system to track and prioritize internal demands from Operations, Data, and Tech; enabling visibility and collaboration across teams. - Defined KPIs and dashboard requirements for the Data team, providing structure and operational insights to guide dashboard development for performance tracking and regional expansion. - Authored an ISO 9000–aligned Operations Manual, integrating standards with Notion and Slack bots for documentation, accountability, and real-time updates. Key Achievements: - Launched marketplace operations in Salvador, São Paulo, and Belo Horizonte within six months. - Achieved over 90% user engagement and maintained NPS above 95%, the highest in Brazil. - Reduced onboarding time by 40% through automation and clear educational content. - Created the documentation and operational model later adopted for Zubale’s LATAM expansion

Managed daily operations for a sustainable tourism startup connecting local communities, guides, and international clients. Designed scalable CRM workflows and community-centered processes that improved service quality, transparency, and trust. - Led day-to-day operations across reservations, logistics, and community coordination; ensured consistency and reliability of services. - Designed and implemented a multilingual CRM (4 languages) that improved response times and booking accuracy by 40%. - Structured fair payment practices for local partners; increased community trust and satisfaction by 80%. - Worked directly with local communities and guides to align expectations, service standards, and communication routines. - Collected and synthesized customer feedback to inform ideas for marketing and service improvements; reinforced a customer-centered approach across operations. Key Achievements: Surpassed sales goals by 400%; achieved NPS 98%. Increased upselling by 20% via CRM segmentation and customer insight. Strengthened community relationships and operational reliability across destinations.

- Coordinated internal documentation and ensured regulatory compliance for the development and implementation of a health research program involving direct patient interaction. - Managed onboarding, training, and supervision of interns from diverse fields including Medicine, Psychology, Occupational Therapy, Physiotherapy, Music Therapy, and Sociology. - Created and coordinated training sessions for clinical staff on how to interact with patients experiencing severe mental health conditions. - Scheduled and managed the agenda of three lead physicians, ensuring efficient coordination between consultations, research, and documentation.

- Exceeded sales goals for 10 consecutive months. - Recognized as Employee of the Month for 3 months for outstanding sales performance. - Achieved NPS 95% through consistent customer satisfaction and relationship-based selling. Participated in an internal consultancy program that provided training in teamwork, communication, empathy, and customer psychology, an experience that became a key foundation in understanding human behavior and service excellence

- Supported event logistics and coordinated travel for Latin American artisans and international delegations. - Created and maintained a digital database of artisans from across Latin America to enhance visibility, enable cross-country collaboration, and strengthen network development. - Developed a strategic proposal recommending the creation of an International Relations Department to drive global partnerships, presented to CIDAP’s executive leadership.

- Provided professional interpretation and translation services in English, French, and Spanish, ensuring culturally sensitive and accurate communication. - Represented local organizations at international tourism fairs and events, gathering market insights and promoting Ecuador’s tourism and cultural heritage. - Served as a certified host and tour guide for delegations and cultural events, ensuring seamless engagement and protocol compliance. Key Achievements: Official Interpreter for Mr. Abdessamad Sekkal, President of ORUFOGAR, at the “Hunger Zero” III World Food Summit. Official Host for Moroccan delegates, strengthening cross-cultural exchange. Supported diplomatic communications as interpreter and translator for the French Consulate.

- Founded a Junior Chamber of Commerce to foster student entrepreneurship and connect youth with the local business ecosystem. - Engaged high-level stakeholders, including the President of the Chamber of Commerce, to ensure strategic alignment and mentorship. - Recruited and led a multidisciplinary team managing legal, marketing, events, and partnerships. - Secured collaborations with enterprises to deliver educational programs on Financial Literacy, Entrepreneurship, and Legal Guidance. Key Achievements: Established the first youth-focused Chamber of Commerce in Cuenca. Created a bridge between students, business leaders, and educational institutions.

- Led the development of a web platform connecting students with enterprises for internship opportunities. - Conducted user research with students and businesses. - Coordinated cross-functional teams, including legal, marketing, developers, volunteers, and student congress representatives.

Focused on the history of the American continent and contemporary human rights challenges.

Intercultural Communications. Regional and Local Cooperation for Latin American Projects on Identity Strengthening, Societal Involvement, and Financial Integration. Multidisciplinary Projects for Sustainable Population Development. Preservation of Tangible and Intangible Heritage Through Community Involvement.