Juan Felipe Muñoz

As a member of the Board, I provide strategic guidance and oversight to strengthen the company’s long-term growth and governance. I support decision-making on key areas such as financial planning, operations, and market expansion, while ensuring alignment with corporate vision and compliance with local and international standards. My role also involves advising on strategic partnerships, innovation in manufacturing, and opportunities for scaling both in Colombia and the U.S. subsidiary, helping the company sustain its legacy while adapting to new market demands.

- Manage the SDR team traking new clients to onboard on the platform (Setting goals and strategies to continue growing) - Develop growth and profitability strategies to increase transactions, boost cross-selling, and reduce churn. - Manage the annual budget and revenue forecasting for commercial, financial, and operational planning (S&OP). - Lead cross-functional teams (Marketing, Product, Data), defining KPIs to improve lead generation, product development, and cross-selling. - Design strategies to enhance performance, optimize customer experience, and reduce friction. - Implemented performance management processes, coaching SDRs on prospecting techniques, CRM usage (Salesforce), and data-driven outreach optimization. Achievements - Increase lead generation by 45% by shifting the marketing team to a data-driven approach, optimizing acquisition channels and improving friction in the funnel. - Grew SDR team productivity by 35% in six months by introducing structured KPIs, tailored incentives, and weekly performance reviews. - Led and designed the onboarding automation, reducing transaction processing time from days to under 5 minutes and increasing customer activation by 22%. - Developed a self-management platform, enabling 50% customer self-service, improving engagement by 15%, and increasing transactions per user by 10%. - Applied data-driven growth strategies (A/B testing, segmentation, retargeting), boosting conversion rates by 25% YoY and 30% in the last month.

- Led the Amazon Marketplace expansion into Colombia and Chile, developing a go-to-market strategy that optimized selection, customer experience, and delivery operations, while aligning talent acquisition with business needs. - Developed and implemented country-specific programs, ensuring compliance with local regulations for Amazon Marketplace expansion and operations. Adapted strategies to meet legal, tax, and workforce requirements in each market. - Managed the implementation of customer service processes for the launch, defining operational workflows, staffing needs, and support structures to ensure a seamless customer experience. - Managed cross-functional teams (Legal, Tax, Compliance, Product, Tech, and HR) to develop market-specific projects, ensuring regulatory compliance, talent readiness, and a successful launch. ACHIEVEMENTS - Designed and executed a go-to-market strategy for the Amazon Marketplace launch in Colombia and Chile, ensuring seamless market entry. - Developed and implemented an end-to-end invoicing flow in two LATAM countries, working with cross-functional teams to ensure regulatory compliance and system integration. - Designed and launched customer service operations for new market expansions, selecting strategic locations that aligned with business objectives and financial sustainability. - Built a tax compliance framework from scratch, defining product and program requirements while collaborating with developers and project managers to ensure seamless implementation.

- Led and scaled operations, managing a 1,200-employee Customer Service team for Amazon US, ensuring KPIs for quality, productivity, and efficiency were consistently met. - Managed a $10M USD budget, optimizing resource allocation and cost management to maintain financial stability. - Developed and implemented workforce planning strategies, driving headcount forecasting and attrition management to support business growth. - Co-created new operational processes with managers while fostering team development and professional growth. Achivements - Improved resolution times and customer satisfaction beyond expectations, leading to the approval and integration of a specialized support team for escalated issues, ensuring sustained growth for Amazon’s Colombia operations. - Exceeded KPIs for efficiency, quality, and productivity for two consecutive years, optimizing processes and driving sustained operational performance. - Scaled operations from 1,000 to 4,000 employees in two years through strategic workforce planning and global talent management.

- Managed driver operations for Colombia, implementing strategies to increase supply, maintain retention, and reduce churn to balance demand growth. - Developed programs to enhance driver satisfaction and safety, improving their experience and engagement. - Led efforts to optimize premium products for CENAM, refining user experience and value proposition to maintaining steady growth. ACHIEVEMENTS - Increased customer conversion by 20% by optimizing operations across 10 countries and refining the premium product portfolio. - Improved driver retention and loyalty by 10% through strategies that increased earnings, reduced costs, and optimized incentives. - Established strategic partnerships with vehicle rental and financing companies, reducing driver costs and increasing driving hours by 15%.

- Led the creation of process and services created from the government agency to support expansion process of Colombian Companies - Created a program to support Colombian companies to get funds and investments to support the growth, involving VCs, Private Capital and other source of funds. - Consulted more than 130 Colombian companies on Go-to-market strategies to expand their business into foreign markets, with a specialized focus on emerging markets. - Led a market intelligence unit dedicated on developing strategies to help Colombian companies identify opportunities in foreign markets. - Created a streamlined process for gathering investment opportunities in Colombia and foreign markets, resulting in the accumulation of over 150 projects within the first month of launch.

Achieved a 150% increase in managed funds by effectively expanding the customer base through acquiring new clients and developing relationships with existing ones. Provided expert advice on investment products, including Fixed Income, Equities, Commodities, Structured Notes, and Mutual Funds, to ensure the clients' portfolios were optimized for their financial goals. Successfully managed investment portfolios for 70 individuals, consisting of a variety of financial products denominated in both U.S. dollars and Colombian pesos.

Conducted comprehensive financial due diligence studies on various companies, providing crucial information for informed decision-making. Developed valuation models for companies in the food industry and services sector, enabling clients to evaluate and assess potential business deals.

Developed and implemented a successful cross-selling program within the company, resulting in a 10% increase in insurance issuance among program participants from different business units. Effectively managed insurance issuance for multinational companies, ensuring compliance with national regulations and arranging contracts that met their specific needs.

Conducted financial and market analysis to underwrite risks related to directors' liabilities against third parties and the company's assets against employee dishonesty. Developed and marketed different products such as Directors and Officers Liability, Employee Dishonesty, and Financial Risk coverages. Presented products to various market intermediaries and potential customers to expand business. Conducted valuations of companies to assess present and future projections. Assisted in production line control through Excel-based databases, generating pivot table reports for better insights.