Kathlyn Escutia
Chicago,IL
Summary
Results-driven Business Process Engineer with expertise in analyzing workflows and implementing optimized solutions. Proven track record in enhancing operational efficiency and fostering cross-functional collaboration.
Overview
2
2
Languages
2027
2027
years of professional experience
Work History
Business Process Engineer
Outfront Media
09.2024 - 07.2026
- Analyzed business processes to identify inefficiencies and recommend improvements.
- Streamlined business processes by identifying bottlenecks and implementing optimized workflows.
- Evaluated vendor proposals for the procurement of essential tools and technology, ensuring maximum return on investment.
- Established strong relationships with internal stakeholders, facilitating open communication channels between departments.
- Used standard methodologies and tools to document processes and procedures.
- Developed comprehensive documentation for new processes, ensuring seamless transitions for team members.
- Spearheaded change management initiatives, fostering a culture of continuous improvement within the organization.
- Managed process improvement projects, consistently meeting deadlines and exceeding stakeholder expectations.
- Conducted thorough root-cause analyses to identify opportunities for improvement in existing workflows.
- Collaborated with cross-functional teams to align business objectives and streamline operations.
- Provided recommendations for approval and delivered technical assistance for resolution.
- Developed process documentation to enhance team understanding and support training initiatives.
- Collaborated with cross-functional teams to implement new operational workflows and optimize resource allocation.
- Facilitated workshops to gather stakeholder feedback and drive process enhancement discussions.
Salesforce System Administrator Support
Outfront Media
01.2026 - 07.2026
- Administer Salesforce platform, ensuring data integrity and security compliance.
- Execute user support requests, resolving issues efficiently to enhance productivity.
- Analyze user feedback to implement improvements that align with operational goals.
- Mentor junior staff on Salesforce best practices, fostering a culture of continuous learning.
- Maintained up-to-date knowledge of new Salesforce features and best practices, ensuring optimal use of available resources in line with industry standards.
- Ensured timely resolution of technical issues by providing prompt and effective support to users across the organization.
- Boosted data quality and integrity with regular database maintenance, including deduplication and data cleansing efforts.
- Played an integral role in change management efforts related to Salesforce implementation projects, driving user acceptance testing activities and post-deployment support initiatives as needed.
- Championed a culture of continuous learning among system users through regular knowledge-sharing sessions focused on new features, tips, and tricks.
- Supported the Sales team across the country in 61 markets in 27 states in their day-to-day work within the platform.
- Coordinated account ownership changes between the Sales team, 3 Business Partners, and the Sales Analysis and Compensation team.
- Supported the Sales team during twice a week Sales Tech office hours that acted as an open forum to review ad hock issues and new rollouts across the company tech stack.
- Provided one-on-one support for Sales team members struggling with Salesforce navigation and adoption.
Ship-in Coordinator
Outfront Media
09.2021 - 09.2024
- Partnered with over 50 Enterprise Account Executive(s) on all facets of client relations including proposal completion, media plans, customer service, and revenue objectives.
- Selected OUTFRONT Media assets to amplify clients’ campaigns, products and brand stories for upwards for 50-70 proposals per week.
- Worked collaboratively with multiple departments (e.g., account, creative and research teams) to achieve objectives and optimize revenue through strategic and creative means.
- Optimized the post-buy workflow by creating and documenting the process, onboarding the Ship-in team of three to a platform that supported cross-functional collaboration with two other departments.
- Scaled the post-buy workflow management system from the Ship-in team to the local Chicago market which included 6 assistants, 10 Account Executives, 3 Charting Coordinators, and one market Sales Director.
Global Social Media Agent
H&M Customer Service Center
2016 - 2021
- Maintained brand tone of voice across the globe (i.e., United States, United Kingdom, and Canada to provide solution-oriented service tailored to each customer’s specific needs.
- Ensured successful execution of over 100 loyalty program contests for US, Canada, and Mexico.
- Monitor internal employee social media platform and customer rates and review forums.
- Lead workshops on brand voice, social media engagement techniques, post per hour efficiency and salesmanship to increase sales by arming agents with proper techniques and confidence.
- Assisted with the recruitment and training of agents who transition to the team through role shadowing for the first two weeks in role.
Training Assistant
H&M Customer Service Center
2018 - 2021
- Assisted in developing training materials to enhance employee onboarding processes.
- Facilitated training sessions, ensuring clarity and engagement among participants.
- Aided with new agent training to ensure successful acclimatization to systems and work culture
- Led training for site wide rollouts. Instructed agents in how to navigate and operate systems.
- Collaborated directly with agents post system launch to foster confidence and gather feedback for ongoing improvements.
- Created country-specific trainings to adapt and improve existing ways of working to best suit new markets.
Education
Bachelor of Science - Liberal Arts And Sciences
University of Illinois At Chicago
Chicago, IL2018
Skills
- Microsoft and Google applications, Salesforce, Lucid, Qualtrics, Boostr, Notion, Slack
- Business Analysis & Requirements Gathering
- Salesforce Administration
- Technical Documentation
- Data Migration & System Administration
- Project & Vendor Coordination
- End User Support & Help Desk Operations
- Problem-Solving, Time Management & Attention to Detail
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Salesforce System Administrator Support
Outfront Media
01.2026 - 07.2026
Business Process Engineer
Outfront Media
09.2024 - 07.2026
Ship-in Coordinator
Outfront Media
09.2021 - 09.2024
Global Social Media Agent
H&M Customer Service Center
2016 - 2021
Training Assistant
H&M Customer Service Center
2018 - 2021
Bachelor of Science - Liberal Arts And Sciences
University of Illinois At Chicago