Yorlanys M.

Yorlanys M. has a diverse work experience spanning various industries and roles. Yorlanys started their career as a Journalist Summer Intern at Grupo Editorial Producto, where they focused on the digital area and covered social media activities for DINERO magazine. Yorlanys then moved on to Grupo Uni\u00f3n Radio, where they worked as a Radio Producer, producing talk shows and news programs. During their time at this company, they gained experience in live broadcasting, editing, agenda management, and social media engagement.

Yorlanys then ventured into entrepreneurship as a Start-up Co-founder and Producer in a freelance capacity. In this role, they managed magazine operations and design, including media planning, copywriting, and editorial design. Yorlanys also delved into theatre production, handling people and technical management, maintaining partner relationships, and more.

After this entrepreneurial stint, Yorlanys joined Global Alumni Education as a Sales Development Representative and Academic Advisor. Yorlanys'sresponsibilities included portfolio management, customer support, and guiding clients and students through the application process. Yorlanys also collaborated with the Head of Sales to develop strategies to reduce student churn.

Next, Yorlanys joined Spotahome, where they held several positions. As a Business Operations Agent, they ensured successful management and reporting activities across European cities and achieved sales conversion rate goals. Yorlanys then transitioned to the role of Customer Experience Team Lead, managing a team of over 25 agents in sales and customer support. In this role, they designed and executed people strategies and established new KPIs and SLAs. Later, they became the Customer Experience Operations Manager, leading the design, implementation, and testing of a core business unit's transformation. Yorlanys led a team that managed B2B and B2C accounts and redesigned and restructured the Sales and Customer Support department's processes.

Currently, Yorlanys works at Klarna as an Operations Project Manager. In this role, they oversee outsourcing and product launch initiatives to ensure customer service readiness. Yorlanys leads outsourcing projects, coordinates risk analysis assessments, and develops mitigation actions.

Throughout their work experience, Yorlanys has demonstrated strong project management, leadership, and customer service skills. Yorlanys has a track record of successfully driving transformations and implementing operational improvements.

Yorlanys M.'s education history begins with a Bachelor's degree in Mass Communication/Media Studies from UCAB - Universidad Católica Andrés Bello, which was obtained between the years 2007 and 2012. Following this, Yorlanys pursued additional education at ECM: European College Management, where they obtained a certification in English as a Second Language for the duration of 2014 to 2015. In 2019, Yorlanys enrolled in Euroinnova International Online Education for a program specializing in Experto en Coaching Corporativo. Most recently, in 2021 to 2022, Yorlanys attended ESCP Business School to receive an Advanced Certificate in Project Management.