Alex Ferrer Email and Phone Number
Results-driven Customer Experience (CX) and Data Analytics Leader driving meaningful business impact through actionable customer insights. Proven ability to translate complex data into strategic roadmaps that optimize products, processes, and operations.As the Data Analytics Solutions Servicing Lead, North America (Director Level Role) at Medallia, I oversaw 250+ accounts across diverse verticals like retail, finance, hospitality, and government; collaborating cross-functionally to enhance Medallia's AI products with client-driven feedback, ensuring continuous optimization to exceed expectations.Throughout my career, I've partnered with leaders to devise data-backed strategies that elevate customer/employee experiences. At Prime 8 Consulting, I spearheaded the product lifecycle of an innovative employee engagement platform, leveraging machine learning for sentiment analysis.My mission is to empower organizations to harness the power of data-driven insights. With expertise in CX strategy, analytics, product management, and process improvement, I deliver measurable results and meaningful change. I thrive in devising innovative solutions that create best-in-class experiences.Let's connect and explore how we can work together to drive impactful customer-centric transformation through data-backed strategies. I'm passionate about pushing boundaries and unlocking new growth opportunities.
Higher Oak
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Customer Experience (Cx) AdvisorHigher Oak Mar 2024 - PresentI advise and lead CX implementations for clients, including Text Analytics and Social Media products.
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Data Analytics Solutions Servicing Lead, North America (Director Level Role)Medallia Feb 2023 - Mar 2024Pleasanton, California, UsI led client servicing for Medallia's Artificial Intelligence products (Text Analytics, Action Intelligence, Social) for the NORAM region. Leading a team of 11 full-time employees, I focused on generating client value by delivering customer insights and driving operational excellence by developing guidelines to streamline account servicing processes. Through the development of best practices, I empowered our clients to make informed data-driven decisions that drive business outcomes.I played a key role in partnering with the product team to shape the evolution of our AI products based on customer feedback. By contributing insights and requirements, I helped ensure these products met the evolving needs of our clients. -
Senior Manager, Data Analytics SolutionsMedallia May 2022 - Feb 2023Pleasanton, California, UsText Analytics and Social Media servicing lead for US-East and Canada accounts, managing a team of 5 FTE.
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Text Analytics Program Manager, Professional ServicesMedallia Feb 2020 - May 2022Pleasanton, California, UsText Analytics Subject Matter Expert for public sector clients, delivering analyses, guidance and best practices on deriving actionable insights from customer feedback. I led the implementation of 3+ Text Analytics projects concurrently, ensuring the seamless execution and satisfaction of our clients.
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Product Manager (Rapport)Prime 8 Consulting Nov 2016 - Feb 2020Bellevue, Wa, UsProduct Manager of reporting analytics for Rapport, a SaaS-enabled application designed to facilitate continuous engagement between companies and their employees through survey data. Collaborating with a multidisciplinary team consisting of UX researchers, survey experts, and software engineers, I aligned the product roadmap to customer feedback and business objectives. My responsibilities spanned the product life cycle. Working with data engineers, we shaped the database schema to support our reporting requirements. Additionally, I helped refine Machine Learning (ML) training sets for natural language processing (NLP). -
Reporting And Analytics ManagerPrime 8 Consulting Nov 2016 - Feb 2020Bellevue, Wa, UsI led reporting and analytics for Microsoft's annual Keynote conference. I informed strategic decisions aimed at maximizing conference attendance and revenue by developing and measuring Key Performance Indicators (KPIs), generating revenue forecasts, and crafting data models and reporting visualizations in Power BI.
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Data Analytics Project ManagerPrime 8 Consulting Aug 2015 - Nov 2016Bellevue, Wa, UsI led data analytics initiatives for marketing campaigns promoting Microsoft Products. Leveraging my expertise in data analysis, I developed dashboards and conducted analyses to assess the effectiveness of marketing campaigns to inform strategic decision-making. I developed KPIs for ROI assessment, building dashboards to visualize campaign performance metrics, and providing actionable insights to stakeholders.
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Senior ConsultantAccenture Feb 2012 - Jul 2013Dublin 2, IeTeam leader on an engagement at a national bank, focusing on enhancing the efficiency of their Loan Modification Program. Through daily collaboration with client teams and building detailed process mapping including identifying operational bottlenecks, we recommended measures that resulted in improvements to program efficiency. -
Experienced Associate, Financial ServicesPwc Consulting Jun 2009 - Feb 2012GbAs a lead member on FDIC Assisted Failed Bank Acquisitions engagements, I developed and implemented processes for tracking and reporting banks' reimbursable loss activity in accordance with FDIC contracts. This involved analysis of financial data and collaborating with multi-disciplinary teams to ensure accuracy and compliance. Additionally, I participated in responding to RFPs, contributing to the team's success in securing multiple wins. -
AnalystBearingpoint Jul 2008 - Jun 2009Amsterdam, NlWhile consulting for a Government Sponsored Enterprise (GSE), I developed training materials on the Home Affordability Modification Program (HAMP) for bank servicers to ensure accurate management and reporting of pool and loan level activity. Additionally, I supported the client team in implementing a new loan management platform, contributing to the successful adoption of the new system. -
Marketing Analyst/InternNortel Networks Jun 2007 - Aug 2007CaLeveraged data analysis to enhance the effectiveness of marketing campaigns, identifying key insights to optimize targeting and messaging strategies. Additionally, I helped with content creation for campaign deployment, ensuring that messaging resonated with target audiences across various channels. I also worked on policy manuals, aimed at standardizing marketing efforts among employees, partners, and customers, fostering consistency and alignment across marketing activities.
Alex Ferrer Education Details
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University Of North Carolina At Chapel HillInternational Business -
Vanderbilt UniversityEconomics
Frequently Asked Questions about Alex Ferrer
What company does Alex Ferrer work for?
Alex Ferrer works for Higher Oak
What is Alex Ferrer's role at the current company?
Alex Ferrer's current role is Customer Experience (CX) | Data Analytics | Driving Business Growth through Insights & Innovation.
What schools did Alex Ferrer attend?
Alex Ferrer attended University Of North Carolina At Chapel Hill, Vanderbilt University.
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