Natalia Garzon Gonzalez

HC : + 400 Advisors Regional Manager: PTY -BGT Staff: 3 OM | 3 Jr OMs | 30 Supervisors Health Care Business I currently oversee a workforce of 450+ employees, including managers, supervisors, and frontline agents, ensuring seamless service delivery for a highly regulated healthcare portfolio. My role goes beyond day-to-day operations: I act as a strategic partner to clients, aligning business objectives with operational strategies that enhance customer satisfaction and long-term retention. Key strengths and focus areas: • P&L Ownership & Growth: Proven track record in delivering multi-million revenue streams, optimizing costs, and expanding gross margins. • Operational Transformation: Skilled in implementing process improvements, automation, and digital adoption to enhance efficiency and scalability. • Client Partnership: Trusted advisor to executive stakeholders, fostering relationships that drive account expansion and strategic alignment. • Leadership & Talent Development: Passionate about coaching and building leadership pipelines that boost engagement, reduce attrition, and maximize performance. • Cross-Functional Collaboration: Experience working with Finance, HR, Workforce, Training, and Technology to achieve business transformation.

HC : + 250 Advisors Regional Manager: PTY -BG Staff: 3 Jr OMs | 4 Sr Sups | 17 Supervisors Health Care Business - Develops business plans, strategies, and objectives to ensure quotas and financial plans are met or exceeded. - Manage budget, control costs, and maintain optimal efficiency - Daily Client Management, Responsible for upward and downward communication both internally and as required to the client - Lead and supervise the assigned operational processes, ensuring a high level of quality in the delivery of services. -Guarantee compliance with the conditions agreed in the contracted services -Work closely with other departments to ensure alignment of operations with the overall objectives of the organization. - Identify optimization opportunities, proposing and implementing efficient solutions to improve processes -Evaluate, Coach, and develop employees to maximize performance and potential. Manages performance through recognition, feedback, performance reviews and/or corrective action.

Responsible to lead and manage a team of junior sales account managers(4 Juniors) for the purpose of building, and growing a portfolio of retail clients and partners Promote the company's financial products and services Monitor daily and monthly KPIs Contact VIP clients via phone & provide the highest level of service. Develop business relationships with potential clients and partners Assisting clients with the company's trading systems To Follow the company's compliance policies and procedures with regard to processing client Work with cross-functional teams, using region-specific data and insight to define changes, design experiments, and implement those changes across our product operations Develop a professional and building trusting relationship with an active portfolio of clients and IB (introducing broker)

Contact center manager for Latin America and Spain 215HC Ensure ongoing monitoring and reporting Develop different strategies to optimize gateways and processors functionalities, fraud prevention, reduce cancelations, invalid orders, etc. Ensure that my team to their shift complies with the established process, and with the defined quality and efficiency. Manage the traffic of contacts and incidents in real-time. Carry out work plans with the team that allow continuous improvement in KPIs outside the Objective. Activate the defined contingency plans, in a timely manner, make decisions and generate effective solutions to problems in real-time. Optimize fraud detection processes. Evaluate external tools or potential in-house developments to strengthen the security of our ecosystem and protect our customers Ensure that the level of fraud is maintained within the defined tolerance ranges, always seeking to maximize profits and business growth Analyze and quantify risk and behavior patterns for the development of fraud prevention models.

HC 115 Meetings presentation and planning with an internal and external client. Design, deployment, and implementation of motivational and recognition strategies Variance-based management reporting and strategies to identify top, mid and bottom performers. People skills development and life motivational coaching provided to drive performance, grow the business and positively impact associates satisfaction level Interviewing and selecting people Develop strategies aimed at improving compliance and satisfaction with the client. Improve the NPS ensuring good levels of service and quality care at the service center. Review and define specific KPIs for LOB, and compliance with the projected budget for the area. Responsible for management of the unit and performance of all employees Manage the group and deliver the goals and metrics of each Plan the necessary resources for the entry of New hires to Operations Other responsibilities include operations management, team performance management, client management, performance

Implementation of Quality parameters to improve sales efficiency. Planning, improvement, and deployment of training sessions focus on product knowledge and commercial skills. SEO and inbound marketing Strategies L1-L2 supports Web Design Development of commercial strategies to drive revenue and operational results. Action planning and improvement strategies to drive sales performance and optimize results and goals compliance. Delivering excellent services and results to clients Understanding clients’ needs and finding optimal solutions Discerning the technical capabilities of the tools and the team and translate them to clients Transforming clients’ challenges into opportunities for growth

-People management (80 HC advisors) and support team supervision (4 staff members) - Performance reporting and analysis for high-level management.Support through diagnosis sessions identifying areas of opportunities, root cause, and SMART action planning - Plan the necessary resources for the entry of New hires to Operations