Luisa Reyes
Operations Manager | International Student Recruitment | CRM & Digital Transformation | Process Optimization | Business Development
Santiago de Cali,VAC
Summary
Dynamic Operations Manager in the international education recruitment industry with a proven track record in operational efficiency management, student engagement strategies, and performance evaluation. Spearheaded CRM transitions and process optimizations, enhancing workflows and driving strategic partnerships. Skilled in analytical problem-solving and staff development, consistently achieving targets and improving organizational performance while leading initiatives that support international student mobility and recruitment growth.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
9
9
Certifications
2
2
Languages
Work History
Operations Manager
LAE International Education
Santiago De Cali, Departamento del Valle del Cauca
03.2022 - Current
- Led company-wide operations and process optimization, ensuring cost-effective and efficient workflows while conducting regular performance reviews to identify areas for improvement and develop actionable strategies for enhancement.
- Oversee and coordinate the Back-Office team, managing academic and visa applications, compliance, and data integrity. Established and documented structured processes for the team, bringing clarity to roles and responsibilities while streamlining operations to achieve a 40% reduction in visa processing time, enhancing efficiency and student satisfaction.
- Conducted a full audit of the finance team, identifying inefficiencies and restructuring the invoicing workflow. Led the Finance team to reduce pending invoices by 97%, ensuring timely processing and eliminating future delays.
- Documented and optimized the agreements process, which previously lacked structure, establishing a streamlined workflow that resulted in a 78% reduction in pending agreements.
- Project Lead: Managing the restructuring of LAE’s head office, conducting audits, and creating operational manuals.
- CRM Transition Project: Leading the migration from an open-source CRM to Salesforce, improving operational efficiency.
- Develop partnerships and alliances to enhance business performance and provide staff with new resources.
- Plan and execute international education events, including the LAE Roadshow and virtual fairs.
- Analyzed and reported on key performance metrics to senior management.
Operations Coordinator - Virtual Counselling Center
LAE International Education
Santiago De Cali, Departamento del Valle del Cauca
08.2018 - 02.2022
- Led the Virtual Counseling Center project, establishing an immediate virtual counseling system via the website to reduce response time for prospective students. Developed the workflow, training programs, and commercial strategy to ensure the team provided high-quality academic advice while also driving sales conversions.
- Within 8 months, successfully transitioned the team into a fully commercial unit, setting independent targets and expanding their responsibilities to include full application and visa processing.
- Coordinated large-scale student recruitment events, attracting over 30,000 prospective students while contributing to platform development through market research, user experience testing, and quality control to enhance engagement and conversion rates.
Operations Coordinator
LAE International Education
Santiago De Cali, Departamento del Valle del Cauca
06.2016 - 08.2018
- Assisted in daily operational management, including visa processes, recruitment cycles, sales training and internal procedures
- Organized the LAE Fam Tour to Australia and the LAE Roadshow in Latin America, overseeing logistics, training, reporting, and communications for successful event execution, attracting over 25 institutions and enhancing institutional partnerships.
- Monitored CRM systems to ensure staff utilization and proposed enhancements to improve operations
International Student Advisor
LAE International Education
Santiago De Cali, Departamento del Valle del Cauca
06.2014 - 06.2016
- Advised students on academic programs, visa processes, and study abroad applications, ensuring personalized guidance aligned with both academic goals and institutional partnerships.
- Supported marketing and promotional activities to engage prospective students and drive enrollments, contributing to the office’s revenue goals.
- Maintained up-to-date knowledge of policies, legislation, and partnership agreements, ensuring compliance and reporting any changes to the Country Manager.
- Led pre-departure sessions for outbound exchange students, preparing them for academic, logistical, and cultural adaptation, ultimately enhancing student satisfaction and retention.
Communications Coordinator
LAE International Education
Santiago De Cali, Departamento del Valle del Cauca
01.2013 - 06.2014
- Developed and executed advertising and communication strategies for LAE
- Created high-impact content, including organic & paid social media ads, landing pages, blogarticles, e-books, website copy, and email campaigns to engage and convert audiences.
- Corporate communication across all LAE Offices
- Built communications toolkits for use by offices to effectively leverage outside partnerships and available resources.
Communications Assistant
LAE International Education
Santiago De Cali, Departamento del Valle del Cauca
06.2012 - 12.2012
- In this role, I was responsible for a wide range of digital media operations, including text editing, content research, community management (Google+ and YouTube), and support for the formulation of social media communication strategies
General Producer
Universidad Autónoma de Occidente
Santiago De Cali, Departamento del Valle del Cauca
08.2012 - 08.2012
- General Producer of the Citizen Participation Forum for Cali: Punto por Punto Universidad Autònoma de Occidente
- Implemented creative solutions to overcome unforeseen challenges during production, minimizing delays and ensuring project completion within deadlines.
- Optimized scheduling processes resulting in smoother workflow across multiple projects.
Professor Monitor – Communication and Research
Universidad Autónoma De Occidente
Santiago De Cali, Departamento del Valle del Cauca
07.2008 - 05.2012
- Assisted in teaching Communication and Research, providing academic support to students.
- Conducted research guidance and helped develop methodologies for student projects.
- Evaluated assignments and provided feedback to enhance students' analytical and research skills.
Education
Bachelor of Social Communication - Social Sciences
Universidad Autónoma De Occidente
Santiago De Cali, Colombia 01.2007 - 12.2012
Skills
Operations Management
International Student Recruitment
CRM System Implementation
Team Leadership
Event Planning & Coordination
Digital Marketing, Partner Relations & Stakeholder Engagement
Business Reporting
Organizational Restructuring & Process Documentation
Certification
Qualifield Education Agent Counsellor (QEAC), IES College
Personal Information
- Date of Birth: 11/29/86
- Nationality: Colombian
References
Cristina Álvarez - LAE International Education, Head Office | crsitina.alvarez@lae-edu.com | +57 316 2935642
Pamela Cruz - LAE International Education, Colombia | pamela.cruz@lae-edu.com | +57 316 528 6946
James Guzmán - Monash University | james.guzman@monash.edu | +57 304 119 7036
Timeline
The Complete Agile SCRUM Fundamentals
03-2025
Semi Intensive English & English for work | EC London
10-2024
UK agent and counsellor training, ICEF & British Council
07-2024
Operations Manager
LAE International Education
03.2022 - Current
Excel Skills for Business: Intermediate | Maquarie University
12-2020
Excel Skills for Business: Essentials | Maquarie University
10-2020
Operations Coordinator - Virtual Counselling Center
LAE International Education
08.2018 - 02.2022
Operations Coordinator
LAE International Education
06.2016 - 08.2018
Education UK - British Council
05-2015
Qualifield Education Agent Counsellor (QEAC), IES College
12-2014
Education New Zealand Trained Agent, Manapou ki te Ao
08-2014
International Student Advisor
LAE International Education
06.2014 - 06.2016
Canada Course for Education Agents (CCEA), ICEF
03-2014
Communications Coordinator
LAE International Education
01.2013 - 06.2014
General Producer
Universidad Autónoma de Occidente
08.2012 - 08.2012
Communications Assistant
LAE International Education
06.2012 - 12.2012
Professor Monitor – Communication and Research
Universidad Autónoma De Occidente
07.2008 - 05.2012
Bachelor of Social Communication - Social Sciences
Universidad Autónoma De Occidente
01.2007 - 12.2012
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