Andrea Charles Project Manager

Customer Solutions Specialist

Canopy

Oct 2024 - Current (1 year 10 months)

• Onboarding: Lead training sessions focused on the workflow module, ensuring clients clearly understand the system while guiding them on best practices and how to leverage workflows according to their business goals. • Workflow Configuration: Design and build customized workflows within client accounts by mapping complex accounting and tax lifecycles based on client SOPs. Adapt client needs into standardized workflow templates within the platform to improve automation and operational efficiency. • AI Implementation: Developed and implemented AI-powered tools (using ChatGPT and Gemini) to standardize and translate client SOPs into platform-ready workflow structures, reducing internal manual work by 70% and simplifying the information-sharin

Business Operations Associate

SnapMagic

Mar 2023 - Oct 2024 (1 year 8 months)

• Invoicing Process Optimization: Improved invoicing SLA by 60% by implementing Coefficient for automation. Use popSQL to extract data, and QuickBooks and Stripe for invoice management. • Project Coordination: Led small projects from initial customer contact through to quotation, project coordination, and final invoice issuance, ensuring timely delivery and customer satisfaction. • Monthly Executive Reporting: Generate detailed monthly executive reports, highlighting revenue, invoicing trends, and discounts using Looker Studio dashboards. • Aging Report Management: Achieved a 70% reduction in unpaid invoices by diligently monitoring and following up with customers. • Agreement Administration: Manage and streamline the agreement process with

Customer Success Specialist

FEMSA

Jun 2021 - Mar 2023 (1 year 10 months)

• Process Development and Onboarding: Developed, documented, and onboarded teams with new processes in software. • Customer Assistance: Provided guidance to customers on software usage and how-to questions, enhancing their understanding and maximizing the value of software solutions. • Issue Resolution: Drove effective resolutions to issues related to software processes, costs, prices, and special sales, ensuring customer satisfaction and system efficiency. • Incident Management: Proactively fixed defects and incidents raised during test phases and post-go-live, ensuring project stability and customer confidence. • Growth Management: Identified and managed areas of opportunity for customers, developing strategies aligned with their goals to

Project Support Specialist

FEMSA

Feb 2018 - May 2021 (3 years 4 months)

• Cross-Team Collaboration: Collaborated with multiple teams to develop software for automatically analyzing product discounts, resulting in a 70% optimization of data analysis time. • Growth Promotion Strategy: Led and developed the growth promotion strategy with the commercial team, resulting in an increase in average sales from $9,000,000 to $12,000,000. • Sales and Operations Alignment: Managed communication with sales and operations teams to ensure alignment of sales strategies with the project scope, fostering cohesive and effective collaboration. • Process Redesign: Redesigned the product promotion selection process and customer communication protocols, boosting revenue by 40%. • Project Facilitation: Facilitated daily sprints for a

Process Engineering Intern

GRUPO CUPRUM

Jan 2017 - Jan 2018 (1 year 1 month)

• Process Development: Developed a new process that increased sales by 50%, optimizing the workspace with existing tools. • Production Error Reduction: Designed and installed visual aids for line workers, reducing production errors by 20%. • Training: Trained multiple workers on new practices and processes, ensuring proper implementation. • Quality Assurance: Conducted internal audits post-training to ensure the integrity and efficiency of the manufacturing process.

Andrea Charles

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