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Santiago Trujillo, Business Operations Specialist

About Me

I'm a business operations specialist. I get inside the operation, identify the inefficiencies and bottlenecks, redesign the workflows, and build the systems that scale them.

I design the operational machinery: SOPs, dashboards, escalation routing, the systems that let a high-volume operation run cleanly.

Most recent work is in US commerce-fulfillment operations. Before that, US healthcare operations. Across both, I improved efficiency, reduced manual effort, organized workflows, and made operations measurable.

I also teach English as a foreign language. TEFL-certified, currently tutoring professionals one-to-one.

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— EXPERIENCE

Case Studies

Methodologies drawn from real operational work. Click any to read the full case study.

Situation Operational situation before intervention: Callers → CSRs → Back Office → Departments. Four problem callouts hang between the stages, each connected to the two stages it spans: Supervisors blind + Cases overlooked between CSRs and Back Office; Management blind + Incomplete escalations between Back Office and Departments. Callers healthcare providers customers CSRs 100 reps · 7 teams 1 supervisor per team Back office routes by heart Departments Claims · Legal · IT · Provider Supervisors blind no oversight, no monitoring Cases overlooked no follow-up loop Management blind no reporting Incorrect escalations wrong routing, missing context

Building Back-Office Operations from Zero

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Situation Operational situation before intervention: Order demand → Validation step → Delivery system → Fulfilled orders. Order demand unclear deadlines multiple US time zones Validation step bottleneck inefficient Delivery system third-party inconsistent automation Fulfilled orders rushed manual delivery backlog accumulation Failed automation intermittent, no alerts Slow manual process dozens of clicks per item Reactive intervention no SOP, scrambling Order-by-order fixes manual resolution per item Increased failures cascading from upstream Manual intervention order by order, no priority

Workflow Redesign Around Unreliable Automation

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Situation Situation: a CRM with no documentation standards, operators with insufficient guidelines and no performance visibility, no QA system, and management with no reporting or feedback loop. CRM no documentation standards case handling undefined Operators no performance visibility insufficient guidelines QA no scorecards no guidelines Management no reporting no feedback loop Overdocumentation no criteria for what's needed Incomplete guidelines gaps in complex cases No QA criteria nothing to audit against Reactive coaching only after issues No feedback loop no scores to be seen No reporting no individual or trend data

QA Auditing Infrastructure

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Situation Situation: a CRM with unclassified data, operators with no productivity metrics, no reporting layer, and management with no visibility. CRM basic reports unreliable data Operators cherry-picking no productivity metrics Reporting unreliable data no dashboard Management blind to the operation unable to anticipate workload No classification processes uncategorized Generic tagging too general, no specificity Data inflation one case = multiple tickets No extraction data locked in CRM No workload visibility who's doing what, unknown Unknown capacity capacity per headcount unknown

CRM Productivity Reporting

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Situation Situation: an automated delivery system with unclear errors, operators intervening without decision rules, outcomes dependent on manual work, and management with no system metrics. Delivery system inconsistent automation unclear error codes Operators manual effort no SOP per error type Outcomes over-intervention prone to human error Management no system metrics no performance baseline No error documentation error codes undocumented No priority differentiation no triage Generic wait time no per-error timing No error checking habit operators skip diagnosis No system data only human output visible No feedback loop no learning mechanism

Data-Driven Diagnosis of an Automated System

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Toolkit

Tools I work with include agentic AI (Claude Code, Antigravity), Google Workspace (Sheets, Docs, Drive, Slides, Gmail), Microsoft Office (Excel, Word, PowerPoint, Teams, Outlook), CRMs, collaboration platforms, direct API work, etc.

Open to

Business Operations Specialist, Operations Coordinator, Senior Operations Coordinator, Operations Lead, Operations Manager, Back Office Manager, Back Office Lead, Operations Analyst.

Or any role where the work is to make the operation more efficient.