Bilingual Biz Dev & Customer Success Leader

Claudia Silva Spalding

678-***-**** ************@*****.*** Marietta, GA 30067

https://www.linkedin.com/in/claudiasilvaspalding/

CAREER

Bilingual Business Development & Customer Success Leader with 15+ years of experience driving client satisfaction, retention, and revenue growth across international markets. Proven ability to lead cross-functional teams, streamline operations, and build trusted relationships with enterprise clients. Recognized for translating complex technical solutions into business value and fostering long-term partnerships. I have successfully and repeatedly met deliverables amidst unpredictable circumstances, including the pandemic and uncertainty in trade relations. My work and relationships with key accounts have been cited by clients as the main reason they renewed or expanded multi-year service agreements with my employer. Several colleagues have commented that even more than achieving high levels of client satisfaction, clients trust me.

QUALITIES AND COMPETENCIES

Client relations Achieve high levels of client satisfaction by reliably meeting deliverables, providing timely communications and creating a visceral sense of partnership. Project management Complete engagements on time and within budget amidst unpredictable circumstances. Business analysis Quickly see and communicate to key internal and external stakeholders how different scenarios, plans and opportunities affect the bottom line. Calm and fully present Instead of becoming paralyzed or alarmist during emergencies, focused on solutions, next steps and coordinating colleagues to address catastrophe. Award-winning employee Even more satisfying than being recognized as Top Performer of the year with recent employers, Beaver Paper (2024) and Quirch Foods (2017 & 2019), a colleague from Beaver pointed out that my contribution improved the team’s collaborative chemistry and processes in the US, EU and South America. PROFESSIONAL EXPERIENCE

TAMM Net, Inc. Atlanta, GA

Intl. Business Development & Engagement Manager Jan 2025– March 2026 TAMM Net is a contract research organization (CRO) specializing in regulatory and market access services for biomedical companies. They assist clients with clinical trials, gaining market access and managing regulatory affairs.

• Led end-to-end communication strategy during company merger, designing stakeholder-specific communication protocols and ensuring seamless transition through coordinated internal and external messaging across all channels.

• Partnered directly with the President to develop SOPs for internal communications and culture. Provided high-touch relationship management to top global clients, ensuring satisfaction and continuity in service delivery.

• Create Culture & Communications SOPs and protocols to streamline internal processes and ensure consistent messaging.

• Provide relationship manager support to the top clients of the company worldwide. Beaver Paper and Graphic Media/Koehler Group Lawrenceville, GA Director of Customer Success & International Business Development Dec 2022 – Jan 2025 Founded in Germany 215 years ago, Koehler Group with revenues of €1.3 billion, is one of the few independent, family-owned German companies in the paper industry.www.beaverpaper.com/www.koehler.

• Directed cross-functional teams across CRM, Global Sales, Customer Service, and Logistics to enhance customer experience and drive revenue growth. Spearheaded process improvements and SOP development, doubling revenue from $701K to $1.7M. Built strategic partnerships across Latin America, improving customer retention and satisfaction.

• Created synergies expanding sales from existing accounts and developing new business in Colombia, Peru, Bolivia, Ecuador, Guatemala, Costa Rica, Jamaica, Puerto Rico, Argentina & Honduras.

• Designed and incorporated the use of new export forms, working hand in hand with the IT department to update them in the system, having a new and more efficient set of documents to send to customers, saving them time in clearing customs.

• Created, trained and communicated the SOP for International Business Process in 2022, which was approved and implemented throughout the organization.

• Identified new partners and collaborated with sales staff, solutions architects and engineers to solidify company position enabling increased capture of business from competition.

• Leveraged corporate resources (QA & Production Manager) to facilitate product adaption in Honduras, Colombia and DR.

Export Logistics Manager Mar 2022 – Nov 2022

• Designed and executed employee engagement campaigns: “I am Beaver Paper” & “This is Shipping.”

• Streamlined processes for the Export Department with employees, customers, and senior management.

• Contacted and created new partnerships with more than 14 new freight forwarding agencies, resulting in better freight rates for Beaver, which made our pricing more attractive to customers and increased profits. Olimpica S.A and Combarranquilla Bogota, Colombia

Customer Success Manager Oct 2021 – Dec 2021

Olimpica S.A. is a prominent retailer, and Combarranquilla acts as a family compensation fund in Barranquilla. The two organizations have a collaborative and partnering relationship.

• Revised and redesigned their communication and social responsibility practices.

• Designed and developed the Internal Communications Protocol for Olimpica, sharing and communicating it with all 100+ employees based at the Office.

Quirch Foods, LLC Miami, FL

Customer Success Manager Jan 2018 – Sep 2021

This private equity-owned leading food distribution, import, and export company specializes in protein and Hispanic food products primarily serving independent and ethnic grocers, as well as foodservice distribution customers, across the US, Puerto Rico, and Latin American export markets.

• Promoted into this role after being recognized as a top performer within the company.

• Incorporated change management, crisis management, and led various communication strategies and campaigns resulting from the pandemic conducting over 45-virtual employee and customer focus groups to identify strategies to do so.

• Created formal customer facing communications summarizing technical events.

• Implemented a business development program resulting in an overall profit increase of 103%(MoM). Export Customer Service Coordinator Apr 2015 – Dec 2017

• Coordinated international sales, communications, and coordination for this top food purveyor.

• Led brand awareness events, customer service, and policy development related to consistent customer engagement and sourcing of products.

• Trained 70+ employees on export regulations for Colombia, Peru, Chile, and Mexico.

• Created & implemented export protocol for Colombia and Peru, increased tonnage 450% to 2.2M lbs.

• Enhanced internal customer service operations by driving brand loyalty, which led to achieve a 75% growth in sales to Latin America.

• Collaborated with the Sales & Purchasing departments on positioning the company as the first exporter of pork and the second biggest exporter of beef in Colombia. Career Note

From 2011 – 15, lived in Colombia and was the Communications Director/Relationships Manager for the Mayor of Barranquilla’s District Office; a large, national retail/drugstore chain and a co-op credit union. EDUCATION/CERTIFICATIONS

Centro de Estudios Financieros Spain

MBA

Universidad de Norte Colombia

BA, Business Communication, Journalism and Social Media Certified Life Coach

COMMUNITY INVOLVEMENT

H.E.R.O for Children Roswell, GA

Volunteer 2025

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