Carlos Jativa

Wish Local Pickup Network

• Manage global store performance metrics such as refund rate, pickup rate and time-to-scan rate in order to achieve quarterly ORKs.
• Utilize SQL to run queries and analyze data from large databases, with a focus on identifying underperforming stores.
• Leverage strong analytical skills to extract meaningful insights, to inform strategic decision-making, correct inefficiencies, and optimize overall store operations.
• Plan, design and execute Salesforce Marketing Cloud email communications for marketing and compliance purposes.

North America Last-Mile Logistics

• Monitor last-mile operations in the United States and Canada to ensure SLA obligations are met by our logistic service providers.
• Cross-functional collaboration with Legal, Finance and Logistic departments to approve new last-mile carriers and set contracts for signature.
• Manage relationships with logistic service providers to ensure operational excellence and client satisfaction.
• Reconcile invoices from last-mile carriers on a weekly basis to ensure accuracy and completeness of payments. Scrutinize details to identify and rectify discrepancies.

Acquisition Pod

• Collaborated in strategy creation and execution of scalable outbound sales projects (cold calls, field sales, direct mail) to increase Wish Local presence in North, Central, and South America. Ensuring that the initiatives are connected to the company’s larger operation through leadership meetings, all hands, OKR strategic discussions, goal-setting processes.
  

Review & Approval Pod

• Collaborated in the redesigning the sign up flow to ensure the collection of relevant data while getting potential partner stores through the funnel. Reviewed +5000 applications to maintain high-quality standards across all our pickup locations and gain consumer trust. Creation of approval guidelines for North, Central, and South America.
  

Policy & Compliance Pod

• Collaborated in strategic projects aimed at making improvements with organizational impact. Data analysis and reporting to ensure policy compliance. Evaluated existing processes and developed solutions to constantly obtain updated status (open, vacation, temporarily closed, permanently closed) of our global merchants.

Customer Support Pod

• Built Wish Local Assistant, a chatbot structure of 273 branches that covered our most common customer issues and contained 1,000 conversations steps. Wish Local Assistant was able to deflect 6,544 potential tickets by surfacing self-service solutions and suggesting HC articles. Moreover, the chatbot was sensitive to the regional differences to account for the global audience we served.
  

Onboarding & Training Pod

• Supported diverse community pages, and shared feedback/sentiment from merchants that advises internal teams on how to improve operations and experience. Produced video content including Facebook Lives to onboard, teach and engage with our Wish Local partner stores. Created a Marketing plan to increase engagement across all regions. Interviewed top-performing stores to gather feedback for product optimization as well as content for blogs and newsletters.

• Helped grow Wish Local in the United States and Latin America region, accelerating growth of pickup locations and the company's overall GMV through the retail pickup program. Work regarded as a successful case study in Wish’s Q1, 2021 earnings calls.
• Drove improvement and business forward by representing the view of the Latin American merchant/customer, and combining quantitative and qualitative signals/insight to drive product improvement, quality, and operations.
• Provided bilingual operational and technical support (issue resolution) to merchants (SMB retailers) to help them achieve KPIs, and obtain the best experience possible. Achieved 94% satisfaction rate in the Zendesk support platform.
  

Responsibilities

• Managed outbound calls in a timely manner.
• Identified customers’ needs, clarified information, researched every issue and provided solutions and/or alternatives.
• Seized opportunities to up-sell products/programs when they arose.
• Vetted new Wish Local store partner's applications.
• Met personal/team qualitative and quantitative targets.

Achievements

• Scaled the Wish Local program in Mexico.
• Translated Wish Local content material to Spanish (emails, notifications, forms, blogs, booklets).
• Developed Mexico's Wish Local community on Facebook.

Responsibilities

• Worked with a team of professional athletes creating equipment and apparel packages for outdoor sports.
• Built out B2B partnerships, contact lists and connected with vendors and sport brands.
• Generated promotional materials for social media and website content.
• Facilitated UX Testing to conduct a qualitative analysis of website efficiency.
• Volunteered for Impact Travel Alliance

Achievements

• Organized events with semi-professional athletes to promote rental products.
• Conducted a project of re-designing Plumdrop's website with a team of web designers and interns.
• Increased the reach, the profile views and engagement of Plumdrop's Instagram account.
• Created Plumdrop's Airtable database of sport brands and vendors.
• Partnered with Caribee, Body Glide, Seattle Sports and Cynthia Rowley.

• Developed forms and procedures for employee recruitment.
• Supervised personnel in a construction project for the distribution center of Provefarma S.A., the biggest distributor of pharmaceutic in Quito, Ecuador.
• Managed inventory, control of construction personnel and quality audits of the materials used in a construction project for ‘Linea 1 Metro de Quito’, the underground transportation of Quito that is also considered to be the biggest construction project Ecuador and South America.