Melissa Pueyo
Summary
Innovative and results-driven professional with extensive experience in strategic leadership and customer experience management within highly regulated and complex environments. Proven track record in leading transformative initiatives, managing high-stakes stakeholder relationships, and navigating crisis scenarios to protect and enhance company reputation. Adept at aligning organizational strategy with customer and business needs, driving operational excellence, and fostering collaborative environments for high-impact results.
Overview
18
18
years of professional experience
Work History
Director of Key Accounts
LUMA Partners
Puerto Rico
07.2021 - Current
- Led the Key Accounts division, managing critical relationships with public officials, industrial clients, and large commercial customers representing some of LUMA's most influential stakeholders and ~70% of the organization's revenue, with a focus on enhancing customer experience, proactively addressing business and customer needs, and driving strategic initiatives in alignment with LUMA’s mission
- Strategic Leadership & Change Management: Led a team of up to 30 employees, stationed across 6 operational regions, implementing a best-in-class approach to account maintenance and relationship management in the unique landscape of Puerto Rico
- Crisis Response & Stakeholder Engagement: Acted as the primary point of contact for Customer Experience during multiple crisis events, including severe weather and major outages, and ROCC/LEOC activations, ensuring rapid communication and support for critical, industrial, and government customers
- Operational Excellence & Cross-Functional Collaboration: Developed and maintained collaborative workflows with Operations, Engineering, Capital Programs and Large Projects, to enhance service levels and ensure constant and accurate internal and external communications
- Customer Advocacy & Public Relations: Organized meetings with stakeholders and influential associations to strengthen relationships through strategic account frameworks to enhance the company’s reputation. Introduced a new work group to track recurring pain points and procure permanent resolution to identified issues with the internal departments involved
- Led Business-Wide Change Initiatives: Successfully led organizational changes that improved inter-departmental communication and collaboration which resulted in more customer-centric processes, increased service levels and improved customer satisfaction
- Enhanced Team Capabilities: Developed training programs focused on soft and technical skills, elevating team performance and service quality
- Increased Efficiency & Service Levels: Led an increase in productivity, customer contacts and visits, as well as onboarded new core team responsibilities to respond to organizational needs while maintaining high service standards
- Expanded Influence in Strategic Decision Making: Regularly included in key meetings with senior executives, including the CEO, to provide strategic guidance and represent customer and Key Stakeholder’s perspectives
- Actively contributed to shaping LUMA’s business strategy and enhancing external engagement
- Developed a comprehensive tiered Key Stakeholder Engagement plan for Key Accounts to ensure adequate management of these relationships
- Spearheaded the development of streamlined processes and communication cycles to rapidly disseminate critical information across multiple channels, including load sheds, planned upgrades, major events and emergencies
- Appointed Chairwoman of the Somos LUCES committee by our previous CEO to set up and inter-departmental committee, maximize our give-back program by developing financial processes for fundraising matching, and channel individual efforts across the island through the committee
- Leveraged in-depth understanding of customer issues and internal operational landscape to resolve escalations, fostering a proactive and compliant approach to account management
Founder & Owner
Murphy’s Law Calle Loiza
San Juan
05.2018 - 12.2020
- Sole owner, founder and GM of highly successful bar and live music venue in the Metropolitan area, overseeing all aspects of business operations, marketing, and community engagement
- Entrepreneurial Leadership: Developed the concept, strategy, and execution plan that drove over $750k in annual sales in its first year
- Public Relations & Community Engagement: Cultivated media, sponsor and influencer relations, securing extensive local and international coverage and sponsorships, while fostering positive involvement and give-back programs in the Santurce community
Business Development Manager
Casa BACARDI Puerto Rico
03.2019 - 06.2020
- Recruited to elevate the events module at the world’s largest rum distillery, implementing strategic sales initiatives and operational restructuring to achieve record profitability
- Crisis Management & Operational Leadership: Developed COVID-19 response protocols, reconfiguring event spaces and ensuring business continuity
- Sales Growth & Strategic Partnerships: Increased sales by 260% and achieved profitability for the first time in over a decade by introducing innovative event products and experiences
- Operational Excellence: Developed SOPs, products and visitor experiences adopted in several brand homes across the BACARDI brand home collection including Hacienda PATRON (PATRON Tequila), Laverstoke Mill (Bombay Sapphire), Aberfeldy Distillery (Dewar’s), Casa MARTINI (Martini & Rossi) and Angel’s Envy
- Member of Discover Puerto Rico Sales and Revenue Committee: Advised on strategies related to boosting group tourism, maximizing revenue opportunities, and driving economic growth in Puerto Rico’s visitor economy
Senior Sales Manager
Destination Puerto Rico (DMC Network)
San Juan
01.2007 - 03.2019
- Managed sales and logistics for corporate, incentive and large-scale events, overseeing complex programs for high-profile companies in diverse sectors
- Consistently achieved top sales performance and maintained strong relationships with key tourism and government partners
- Leadership in High-Stakes Environments: Directed cross-functional teams to deliver seamless event logistics and exceptional client experiences
- Sales Growth & Margin Optimization: Increased close of new business by developing and introducing innovative products and experiences, while increasing margin optimization by renegotiating long-standing contracts with local suppliers
- Stakeholder Management: Negotiated with municipal governments and industry leaders, securing permits, sponsorships and approvals for large-scale programs
Education
Bachelor of Business Administration - Marketing
Inter American University of Puerto Rico
01.2004
Skills
- Strategic Leadership & Vision
- Outstanding Interpersonal Skills
- Crisis Management & Communication
- Stakeholder Engagement & Advocacy
- Change Management & Business Transformation (ADKAR & Maturity Model)
- Cross-Functional Team Leadership
- Customer Experience & Relationship Management
- Regulatory Affairs & Compliance
- Data-Driven Decision Making
- Operational Excellence & Cost Optimization
- Bilingual Communication (English/Spanish)
Languages
- English
- Spanish (Inactive Interpreter Certification - Medical, Legal, Finance)
Timeline
Director of Key Accounts
LUMA Partners
07.2021 - Current
Business Development Manager
Casa BACARDI Puerto Rico
03.2019 - 06.2020
Founder & Owner
Murphy’s Law Calle Loiza
05.2018 - 12.2020
Senior Sales Manager
Destination Puerto Rico (DMC Network)
01.2007 - 03.2019
Bachelor of Business Administration - Marketing
Inter American University of Puerto Rico
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