Mateo López Puentes

• Manage a portfolio of clients as the main point of contact, ensuring strong relationships and long-term retention.
• Lead client onboarding and guide ongoing engagement through regular check-ins and performance reviews.
• Deliver personalized, high-touch support by proactively solving client needs, even beyond standard scope.
• Handle escalations, resolve urgent issues, and navigate objections to maintain client satisfaction and trust.
• Identify upsell and cross-sell opportunities, contributing to account growth and expansion.
• Negotiate client retention and manage offboarding processes while maintaining positive relationships.
• Provide strategic recommendations and set clear expectations to align services with client goals.
• Collaborate with internal teams to ensure consistent, high-quality service delivery.

Tools & Platforms:
Slack • LeadSimple • Notion • Dialpad • Google Workspace (Docs, Sheets, Meet, Drive)

• Serve as the main point of contact between residents, property owners, and vendors, ensuring smooth communication and timely resolution of requests.
• Manage daily operations across multiple residential property portfolios, including maintenance coordination, rent-related inquiries, move-ins/move-outs, and emergency situations.
• Utilize platforms such as AppFolio, Buildium, Rentvine, and Propertyware to track work orders, update property records, process invoices, and oversee service completion.
• Support property owners by maintaining accurate documentation, monitoring budgets, and ensuring tenant satisfaction.
• Collaborate with vendors and internal teams to streamline workflows, reduce response times, and enhance service quality.
• Recognized for proactive communication, strong multitasking, and maintaining operational efficiency in a fully remote environment.

• Comprehensive management of international accounts, implementing customized commercial outreach strategies through promotions, phone calls, WhatsApp, email, and visual content (photos and videos) to strengthen relationships and close effective sales.
• Sustained growth of the client portfolio, achieving a 15% annual increase in sales for assigned accounts.
• Active prospecting of new clients through cold selling strategies, identifying potential leads in both B2B and B2C markets.
• Monthly presentation of account progress reports, results analysis, and improvement proposals to the commercial management team.
• Portfolio management and client collections with timely follow-ups and payment agreements in accordance with internal policies.
• Coordination of order delivery logistics through CRM platforms, ensuring on-time fulfillment and customer satisfaction.

• Implementation and leadership of the strategic direct sales project in GT (traditional) and wholesale channels, building and guiding high-performance commercial teams.
• Supervision of key KPI compliance in sales, coverage, product turnover, accounts receivable, and in-store execution, ensuring alignment with corporate objectives.
• Direct management of high-impact key clients, leading commercial negotiations, logistical agreements, and account follow-ups.
• Cross-functional coordination (marketing, logistics, trade marketing) to ensure efficient and sustained execution of the commercial model in the field.

• Leadership and management of the team responsible for the Distributors 2.0 project in the Boyacá region, focused on optimizing commercial and logistical operations within the channel.
• Coordination of the project's comprehensive operation: budget management, resource allocation, logistics planning, and commercial execution.
• Implementation of Agile methodology to structure and execute a project management framework, improving decision-making efficiency and driving sales.
• Ensured achievement of company-established goals and KPIs through continuous performance monitoring and process optimization.
• Oversaw an operation involving more than 150 people and managed budgets totaling $1 million.

• Supervision and support of the sales team to achieve established commercial objectives, ensuring high performance and strategic alignment.
• Implementation of structured project management tools, with weekly in-person and virtual meetings for task tracking, alignment, and issue resolution.
• Achieved a 12% increase in sales through the execution of effective marketing campaigns tailored to the consumer profile.
• Reduced sales costs by 10% through optimization of commercial and logistical processes.
• Developed motivation, training, and skill-building strategies for the team, resulting in a 15% improvement in overall performance.

• Creation and operation of an independent fast food business.
• Management of suppliers, inventory, customer service, and digital marketing.
• Supervision of staff and cash flow control.