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RemoteHybridLocation: Guatemala City, GTGuatemala City, GU
Open to relocation: Yes
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LUCIA XIMENA PALOMO
SENIOR OPERATIONS | HR SPECIALIST | CUSTOMER SUCCESS | AI TOOLS | U.S. DEPARTMENT OF STATE AWARD WINNER
Guatemala City
Work Preference
Summary
Bilingual English–Spanish Senior Operations, HR, and Administrative Professional with 26+ years of experience supporting government, diplomatic, international development, and corporate organizations, including the U.S. Embassy in Guatemala. Proven expertise in HR operations, regulatory compliance, customer success, security operations, international logistics, workflow optimization, and high-volume administrative management. Recognized by the U.S. Department of State for operational excellence, mission-critical support, and customer service achievements.
Demonstrated success improving operational efficiency by 35%+, reducing delays by 40%+, processing 2,000+ official documents annually with 99%+ accuracy, and coordinating 100+ international shipments with 98% on-time delivery. Experienced in managing confidential records, diplomatic accreditation, security clearance processes, compliance reporting, stakeholder coordination, and cross-functional operations in fast-paced, high-accountability environments.
Highly skilled in CRM systems, AI tools, reporting, process improvement, data accuracy, remote collaboration, and bilingual communication. Adept at supporting global teams, handling sensitive information with discretion, and delivering consistent, detail-oriented results across operations, customer support, compliance, and AI-driven work environments.
Overview
27
27
Years of Professional Experience
3
3
U.S. Department of State Awards & Honors
8
8
years of post-secondary education
5
5
Training & Professional Development
Work History
HR OPERATIONS ASSISTANT (AMERICAN SERVICES)
U.S. Embassy in Guatemala – Human Resources Office
09.2020 - 02.2026
- Administered diplomatic accreditation, visas, permits, and tax-exemption processes for U.S. Mission personnel while ensuring compliance with international regulations and diplomatic agreements
- Managed onboarding, accreditation, and compliance processes for diplomats in coordination with government agencies and foreign embassies
- Processed 2,000+ official documents annually with 99%+ accuracy and translated 500+ legal documents (English–Spanish) with zero compliance errors
- Delivered 97–98% customer satisfaction across 80–100+ daily client interactions by improving workflows, reducing delays by 40%, and increasing turnaround efficiency by 35%
- Maintained CRM systems, case workflows, and confidential records while ensuring data integrity and operational efficiency
- Acted as primary liaison between the U.S. Mission and key Guatemalan governmental institutions
ADMINISTRATIVE & SECURITY OPERATIONS ASSISTANT
U.S. Embassy in Guatemala – Overseas Building Operations Office
01.2019 - 10.2020
- Coordinated communication between security teams, contractors, and embassy leadership during construction of the new U.S. Embassy compound
- Processed 1,000+ security clearance and background records annually with 99%+ accuracy
- Controlled access for 150–300+ personnel daily with zero security breaches while ensuring compliance with federal security protocols
- Monitored CCTV surveillance systems and access control requests while supporting audits, inspections, and compliance tracking
- Prepared 200+ compliance and security reports while improving clearance processing efficiency by 25%+
ROVING ADMINISTRATIVE ASSISTANT
U.S. Embassy in Guatemala – Human Resources Office
11.2018 - 12.2018
- Managed recruitment support activities, interview scheduling, onboarding documentation, and HR records management
- Maintained 300+ personnel records with 99%+ accuracy while ensuring confidentiality and HR compliance
- Resolved 20–30+ daily HR inquiries while providing administrative support across HR operations and special projects
CUSTOMER SERVICE REPRESENTATIVE & QA AGENT
Innovative Contact Solutions (ICS) – Walmart Online Platform
01.2017 - 10.2018
- Managed 80+ daily customer interactions while maintaining 97–98% customer satisfaction scores
- Improved QA scores and call quality by 35% through coaching, monitoring, and performance tracking
- Reduced repeat issues and compliance errors through process improvements and workflow optimization
- Prepared QA reports to support operational improvements and data-driven decision-making
ACADEMIC OPERATIONS COORDINATOR
St. Vincent De Paul Association – Vocational School
01.2010 - 12.2016
- Directed academic operations, recruitment, onboarding, reporting, and curriculum coordination for 100+ students and staff
- Led end-to-end recruitment for teachers and administrative personnel, ensuring efficient hiring and high-quality candidate selection
- Revamped administrative workflows, operational efficiency, and reporting accuracy while ensuring compliance with educational standards
- Coordinated institutional events, stakeholder communication, and faculty operations to improve collaboration and student engagement
- Improved employee performance by implementing training programs and conducting regular performance reviews
EXECUTIVE OPERATIONS COORDINATOR
STOLLER Agricultural Exports Chicago, USA
04.2000 - 10.2009
- Led international healthcare operations, logistics coordination, and project administration for NGO rehabilitation initiatives supporting amputee care and recovery programs
- Coordinated multinational medical teams, specialized training programs, and cross-border logistics operations to support critical healthcare and rehabilitation services
- Improved employee performance by implementing training programs and conducting regular performance reviews, increasing team efficiency and task completion rates by 30%
PROJECT OPERATIONS COORDINATOR
UNICEF & Physicians Against Land Mines (PALM) Chicago, USA – Healthcare & NGO Program
02.1995 - 09.1999
- Led international healthcare operations, logistics coordination, and project administration for NGO rehabilitation initiatives, supporting care for 150+ amputee patients annually and ensuring 100% compliance with program standards
- Coordinated 10+ multinational medical teams and 20+ specialized training programs, streamlining cross-border logistics to reduce operational delays by 25%
- Improved employee performance by implementing training programs and conducting regular performance reviews, increasing team efficiency and task completion rate by 30%
Timeline
HR OPERATIONS ASSISTANT (AMERICAN SERVICES)
U.S. Embassy in Guatemala – Human Resources Office
09.2020 - 02.2026
ADMINISTRATIVE & SECURITY OPERATIONS ASSISTANT
U.S. Embassy in Guatemala – Overseas Building Operations Office
01.2019 - 10.2020
ROVING ADMINISTRATIVE ASSISTANT
U.S. Embassy in Guatemala – Human Resources Office
11.2018 - 12.2018
CUSTOMER SERVICE REPRESENTATIVE & QA AGENT
Innovative Contact Solutions (ICS) – Walmart Online Platform
01.2017 - 10.2018
ACADEMIC OPERATIONS COORDINATOR
St. Vincent De Paul Association – Vocational School
01.2010 - 12.2016
EXECUTIVE OPERATIONS COORDINATOR
STOLLER Agricultural Exports Chicago, USA
04.2000 - 10.2009
Completed Coursework: Eight of Ten Semesters Toward A Bachelor’s Degree - Law
Universidad Rafael Landívar
01.1996 - 11.2000
PROJECT OPERATIONS COORDINATOR
UNICEF & Physicians Against Land Mines (PALM) Chicago, USA – Healthcare & NGO Program
02.1995 - 09.1999
Executive Bilingual Secretary Certification - English & Spanish
Colegio San Patricio
01.1991 - 10.1993
CORE COMPETENCIES
HR Operations
Human Resources Management, Recruitment, Employee Relations, Personnel Records Management, Onboarding, Accreditation, Regulatory Compliance, Diplomatic Liaison Coordination
Administrative OperationsDocument Management, Records Management, Office Management, Scheduling, Vendor Management, Procurement, Data Entry, Filing Systems, Executive Support, Process Improvement
Customer SuccessCustomer Relationship Management-CRM, Account Management, Customer Service, Relationship Building, Issue Resolution, Client Communication, Quality Assurance, CSAT Optimization
Compliance & SecurityBackground Investigations, Security Clearance Processing & Vetting Coordination, Federal Regulations, Confidentiality, Data Protection, ITAR Compliance, Security Protocols, Audit Support, Diplomatic Tax-Exemption Processing
International OperationsDiplomatic Accreditation, Visa Processing, International Logistics, Customs Compliance, Export Documentation, International Shipments, NGO Program Management, Healthcare Operations, Government & Embassy Coordination
Skills
Microsoft Office Suite
Google Workspace
HR Information Systems (HRIS)
CRM Systems
AI Tools
Document Management Software
Data Entry
Data Analyst
Reporting Tools
CCTV Monitoring Systems
Process Improvement
Workflow Optimization
PROFESSIONAL SKILLS
- Strategic Communication (Written & Verbal)
- Stakeholder Engagement & Relationship Management
- Cross-Functional Collaboration
- Critical Thinking & Problem Solving
- Operational Coordination
- Organizational & Time Management
- Decision Making
- Adaptability & Multitasking
- Attention to Detail
- Confidentiality & Discretion
LANGUAGES
Spanish — Native
English — Native
AWARDS & HONORS
· U.S. Mission Guatemala – Customer Service Award | September 2025
· For dedicated customer service and responsiveness to U.S. Mission Guatemala priorities, managing accreditation processes during COVID-19, 2020-2021
· U.S. Department of State – Extra Mile Team Award | April 2024
· For exemplary service and extraordinary effort
· U.S. Department of State – Meritorious Honor Award | December 2021
· For dedicated customer service and responsiveness to U.S. Mission Guatemala priorities, managing accreditation processes during COVID-19, 2020-2021
TRAINING & PROFESSIONAL DEVELOPMENT
· Human Resources Management Training – Endorsed by U.S. Department of State | Florida Regional Center (FRC), Fort Lauderdale, Florida | Sep 2024
· Physical & Occupational Therapy Training – Endorsed by PALM Chicago | Center for International Rehabilitation (CIR), Chicago, Illinois | 1995–1998
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Education
Completed Coursework: Eight of Ten Semesters Toward A Bachelor’s Degree - Law
Universidad Rafael Landívar
Guatemala City, Guatemala 01.1996 - 11.2000
Executive Bilingual Secretary Certification - English & Spanish
Colegio San Patricio
Guatemala City, Guatemala 01.1991 - 10.1993
REFERENCES
Professional References Available Upon Request