Partner of Prevento (insurance broker. 100% Mexican capital with presence in Mexico, Querétaro and Monterrey)Responsible of the commercial initiatives of Prevento and customer service. KPI oriented strategy with focus on growth and expansion of current customers. I lead 40+ employees dedicated 100% to guarantee customer retention.

Responsible for the profit and loss of the innovation area of the company. I was responsible for the creation and implementation of new business models for the company. I was also in the development phase of creating new customer service methods and channels to foster the retention of current customers. A side role that I had was to manage and increase the current employee benefits customer portfolio by promoting our services to both public and private companies. During my management, I was able to increase the number of companies we had business with from 12 to 40 approximately. Also, sales went up 21% vs. the same period last year.I led the migration of the sales call center to a third-party vendor decreasing the abandon rate from 40% to 20%. From a marketing perspective, I designed and implemented a relationship scheme for employees and employers to clearly understand the benefits and services we could offer to them.

Job functions: Guarantee the continuous improvement of customer experience. Generate differentiation through understanding of our competitors. Improve the dynamics of sales of insurance agents through digital tools* Participate in the development of Accelerating Value model for all business areas from the customer experience design perspective: creation of journey maps, root cause analysis models, market research, customer engagement* Responsible of the implementation of Customer Experience in Mexico and answerable to the head office (NY) and the region (Argentina) * Strategic leader of the retention and loyalty customer initiatives* Insights generator for the development of business strategy identifying the benchmark vs. MetLife* Responsible of improving the customer experience by understanding their main reasons of dissatisfaction (Voice of the Customer - VoC)* Leader of the design, usability and experience strategies to create digital selling tools for the sales force and end-customers

Job functions: Implement Customer Centricity model in Mexico. Stablish the customer experience culture while innovating* Leader of the implementation of the customer oriented business model of the company: service processes redesign, sales and relationship / retention. Understanding of the main causes of dissatisfaction of our clients* Design and implement mechanisms to capture VoC with a standard method (surveys, panels, mystery shoppers, focus groups)* Participation in regional innovation programs to develop new opportunities in business ( new sales channels , product ideation , process improvement)

Job functions: Understand market trends and improve product value offer. Use a proactive approach and provide strategic insights to the business units* Lead research initiatives to evaluate Brand image, market share, potential markets and new products* Generate quarterly reports regarding sales, profitability, expenses and financial ratios for MetLife, its main competitors and the industry* Develop customer experience metrics (i.e. NPS, satisfaction, customer effort)* Manage market research agencies and other vendors (15+ agencies)

* Evaluate new uses for the main product of the Company worth USD$3.6 MM. Proposal of 3 new applications to increase market presence and sales* Participate in the sales process improvement identifying new SKU’s with the business analysis area(At the end of the summer, LifeCell hired me to continue working online from Philadelphia in order to let me finish my MBA)

* Responsible for the sales and promotion strategy for Individual Life Agency (20+ agencies) within the country: focus on productivity and implementation of best practices* Implement business initiatives which resulted in an increase of 8 % in sales in a year for the office I was in charge of

* Implement new sales methodologies focused on improving the productivity of 23 agencies* Participate in the design of recruitment, selection and training processes for insurance agents candidates

* Participate in the implementation of Project Management methodologies for private and public companies