Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Software
Timeline
Generic
Marcela Mejia

Marcela Mejia

Client Onboarding & Operations Manager
San Salvador

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programs

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments with 20 years of experience managing end-to-end implementation, cross-functional coordination, and client enablement in global, remote environments. Strong background in process management, service delivery, compliance documentation, and operational excellence, with a focus on driving adoption, quality, and long-term customer success. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

18
18
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Partnership Manager– Ops & Onboarding Focus

Apollo After School
11.2024 - Current
  • Managed a diverse portfolio of partners, consistently exceeding revenue targets through strategic planning and execution.
  • Used Google Workspace to analyze data and to share information with team members.
  • Lead end-to-end onboarding and implementation of enrichment programs for a portfolio of ~150 public and private schools, ensuring smooth launches each season.
  • Own onboarding project plans, timelines, documentation, and communication workflows to align internal teams, instructors, and school stakeholders.
  • Coordinate cross-functional teams (operations, instructors, marketing, finance) to ensure seamless program delivery.
  • Drive successful adoption through structured client education, onboarding materials, and parent communication workflows.
  • Conduct post-launch quality reviews two weeks after program start to identify issues early and ensure service standards.
  • Manage operational compliance requirements, including Certificates of Insurance and contractual documentation.
  • Oversee invoicing accuracy and billing coordination with schools and internal finance teams.
  • Maintain high data integrity across CRM, scheduling, and workforce management systems like Hubspot, and Bitrix
  • Supported regional operational scaling, contributing to 50% growth through standardized onboarding and process improvements.

Relationship Manager

Rapid BPO
06.2020 - 10.2024
  • Managed a portfolio of 10 enterprise clients, overseeing service delivery, KPIs, and client satisfaction.
  • Acted as strategic liaison between clients and contact center operations.
  • Led hiring, training, onboarding, and performance management of agents aligned to client requirements.
  • Ensured SLA compliance and continuous improvement across customer service operations.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.

Training Manager /Senior Process Trainer

SYKES
11.2007 - 10.2019
  • Promoted from Customer Service Agent to Trainer, then Training Manager.
  • Led training department for 5 years, overseeing curriculum development, facilitation, and trainer performance.
  • Designed and delivered onboarding and upskilling programs aligned with business goals.
  • Managed cross‑departmental initiatives to improve service quality and employee performance.
  • Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
  • Improved employee retention rates by creating engaging and interactive learning materials.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.

Education

Business Process Mgmt For Digital Transformation - Business Process Management

UNIR
España
05.2001 -

BBA -

Universidad Dr.Jose Matias Delgado
El Salvador
05.2001 -

Skills

Implementation Project Coordination

Stakeholder Alignment and Management

Client Training & Onboarding Materials

Internal Team Enablement

Cross-Functional Team Coordination

Customer engagement

Process development

Teamwork and collaboration

Computer skills

Customer service

Problem-solving

Talent acquisition

Certification

Agile Projects and Scrum

Accomplishments

  • Supervised team of +20 staff members.
  • Achieved 95% KPI compliance by streamlining processes with accuracy and efficiency.
  • Collaborated with team of 30+ in the development of ecommerce websites and its operations.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Shopify

Bitrix

Hubspot

Google Workspace

MS Office

Timeline

Change Management and Teamwork

11-2025

Agile Projects and Scrum

10-2025

Certificate in Ladership

07-2025

Partnership Manager– Ops & Onboarding Focus

Apollo After School
11.2024 - Current

Relationship Manager

Rapid BPO
06.2020 - 10.2024

Training Manager /Senior Process Trainer

SYKES
11.2007 - 10.2019

Business Process Mgmt For Digital Transformation - Business Process Management

UNIR
05.2001 -

BBA -

Universidad Dr.Jose Matias Delgado
05.2001 -
Marcela MejiaClient Onboarding & Operations Manager