Esteban Correa Operations, Customer Success

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Site Director / General Manager

Lean Solutions Group,

Feb 2024 - Current (2 years 4 months)

Led operations of an entirely new international office. I developed, managed, and executed multiple processes that not only guaranteed clients a first-class back-office service but also achieved an impressive 97% client satisfaction rate. By fostering collaboration between departments to ensure compliance with the country's laws, I laid the foundation for successful operations. My efforts in establishing partnerships with local entities significantly enhanced business promotion and stakeholder coalitions, leading to a remarkable 35% increase in U.S. client interest.

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General Manager

Lean Solutions Group,

Jan 2022 - Jan 2024 (2 years 1 month)

As a leader of an entire division with 300+ employees and 50+ clients from diverse industries, I played a pivotal role in improving our employee retention rate by 10% through strategic HR initiatives. I provided valuable insights to the C-level based on client pain points, which led to the diversification of our back-office business offering. We onboarded 20% more clients than the previous year, a testament to our team's dedication and my leadership. I also coached and trained seniors and Ops managers, equipping them with the protocols, processes, and leadership tools to manage large teams effectively.

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Marketing Manager

Lean Solutions Group,

Jul 2020 - Jan 2022 (1 year 7 months)

As a leader, I spearheaded the creation of a new service for the company, offering Marketing talent to U.S.-based companies. By Q1, we had acquired 20+ clients, proving our ability to identify and capitalize on business opportunities. Conducted extensive research on back-office market trends and competitors, which informed our strategy to optimize LSG's external communications. I increased full-service portfolio awareness by 65% by developing drip email campaigns via HubSpot. I also presented and implemented recommendations to improve employee internal communications, resulting in a 4% increase in email open rate.

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Training General Manager

Lean Solutions Group,

Jan 2020 - Jun 2020 (6 months)

Headed the training division, driving vision, strategy, and leadership for a new tailored syllabus and specialized courses. Developed training material and educational workflows, creating 10+ infographics, seminars, and points of control. Created the first corporate training project to elevate 50+ Operational team members' skills and capabilities, resulting in a new sub-division overseeing.

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Operations Manager

Lean Solutions Group,

Feb 2018 - Jan 2020 (2 years)

Led 20+ clients and 250+ employees. Prioritize customer operational success by maximizing team productivity and analyzing 100+ operational workflows. Conducted time studies to measure employee productivity with the help of QE. Improved client inquiries and requisitions, solving 50+ weekly tickets through an in-house platform called Q Tool.

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Account Manager

Lean Solutions Group,

Sep 2016 - Jan 2018 (1 year 5 months)

Led and managed a team of 25+ members undergoing various back-office tasks. Implemented KPIs and started measuring performance, creating 8+ JDs, 25+ SOPs, and reports on a weekly, monthly, and annual basis. Created multiple PBI Dashboards with the help of Workforce. Managed payroll tasks and conducted performance reviews on a 6-month basis.

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Sales Executive

IMS – Internet Media Services,

May 2014 - Nov 2015 (1 year 7 months)

As a strategic Media Broker, I forged partnerships with over 30+ international media outlets, representing Colombian brands with global reach. Developed and executed media and buying strategies using TGI Audience Profile & Targeting and ComScore, demonstrating my strategic planning skills. Led negotiations and business development efforts of a P&L of $7M+. Additionally, I prioritized customer service by consistently providing the highest level of service to clients, ensuring their needs were met and fostering long-term relationships that contributed to business success.

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Media Planner

Harold Zea & Asociados,

Mar 2013 - Apr 2014 (1 year 2 months)

Worked with local brands to define online and offline media strategies, ensuring that the service delivered met the high expectations of every client. Accompanied clients in $4M media negotiations and measured the ROI of all campaigns implemented. Participated in 30+ RFPs with the Colombian Government and Private Companies, maintaining a strong focus on client satisfaction throughout the process.

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Regional Account Executive

Media Brands - Initiative,

Jun 2010 - Nov 2011 (1 year 6 months)

Served as the primary POC for the deployment of offline media campaigns in the EMEA region for an FMCG company. Worked in a multicultural environment, establishing protocols and creating diverse reports for senior management. Collaborated with local markets to understand client personas and media behaviors through Nielsen research.

Esteban Correa

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