María Isabel Naranjo

• Oversaw daily office operations, ensuring efficient workflow by coordinating resources and tasks
• Managed phone calls, emails, and correspondence to facilitate seamless communication with clients and internal teams
• Supervised and processed invoicing, accounts payable, and accounts receivable, ensuring accuracy in financial records
• Maintain bookkeeping records, ensuring compliance and transparency in expense control
• Prepared financial and budget reports to support strategic decision-making
• Coordinated meetings and internal events, managing calendars and scheduling logistics
• Lead employee’s onboarding and training programs across the company
• Maintained organized records of administrative documents, including contracts and agreements

Company Overview: Investments | Mexico City, Mexico

• Create and establish client success and sales strategies, client onboarding processes for existing and new investment products
• Develop and monitor the KPIs, Net Promoter Score (NPS) and other performance metrics to track and improve the client experience
• Manage a sales team of 10 and leverage Salesforce CRM to drive customer success and company’s proficiency
• Gather and collect market data, generates leads, and develops proposals/campaigns for cross-sell and upsell ensuring a consistent flow of new revenues to the company
• Identify and lead cross-functional projects with Product and Operation areas for product development implementing
• Identify and achieve excellent customer service support to a high rate of client satisfaction and retention, taking proactive steps in maintaining a positive experience
• Achievements:
  Increase in Net Promoter Score from 58% to 86% in 2022 for Mass Affluent and HNW segment. Current NPS 97%.
  Clients’ portfolio growth (IN): 3% per year
  Investment portfolio fee (income) from 1.08% to 1.25%

• Company Overview: Investments | Mexico City, Mexico
• Design and implement investment strategies using instruments to drive and grow clients’ portfolios (portfolio of 100 clients in person, videocall and phone call)
• Develop, build and maintain customer relationships with high investments possibilities and anticipate advisory needs
• Conduct assessment with current and potential customers and provides on-going advice and counsel to provide value in every interaction
• Analyze cash flows, liquidity profile, credit risk, tax treatment, capital treatment and accounting treatments for new asset classes and/or investments
• Advisory for employees in retirement plans when leaving enterprises in partnership (e.g Coca-Cola, American Express, Unilever)