• Refreshed company’s brand by redesigning the logo, creating a new website, building a chatbot, and developing a UX-focused price list. This positioned the company as an innovative leader in the B2B lenses sector for both internal and external customers.• Developed an online catalogue for frames and an online shop for lenses with Shopify which increased the frame’s sales in 10% and lenses sales in 15% for selected clients with access. • Established a new sales operations area to manage customer complaints, rebates, and warranties. This involved process mapping and optimization, role definition, and stakeholder approval, resulting in an 18% increase in customer satisfaction and a 25% faster response time.

• Coordinated the migration of two applications into Azure cloud in record time by collaborating with stakeholders to identify dependencies and overcome blockers.• Co-designed a new feature to decrease 15% of incoming fallouts by leading design thinking workshops with stakeholders, analyzing data, and reviewing technical constraints. • Improved team resource allocation and project visibility by building boards, rules, and reports in Jira, resulting in expanded capacity for the team project and reduced support to other teams.• Established clear direction for the squad by facilitating team workshops to build OKRs, mission, and vision.

• Created the backlog from scratch for the new CX team by conducting the first design thinking exercise involving five teams that resulted in identifying key problems, and establishing goals.• Decreased recontact with clients by 16% by redesigning the help menu architecture, using custom fields, and creating API integration based on the initial research.• Reduced manual workload and BPO costs by leading the automation of 10K monthly invoice requests in Mexico through an API, liaising with the legal department, invoicing vendor, and CX agents.• Increased the team's efficiency (velocity) by 15% by first, incorporating and leading the retrospective and refinement ceremonies and second, adopting the continuos improvement approach based on the feedback gathered from the retrospective meeting.

• Secured approval for a budget of US$300K by presenting a compelling business case for the implementation of the digital signature at the bank. Coordinated with government entities, managed multiple internal stakeholders, and interviewed digital signature vendor candidates to build the case.• Automated 25% of the leasing contracts by switching the system workflow, and delivering the contract clauses automatically same as the payment schedules, that before needed legal support and were done manually.• Designed the user experience of the digital signature for leasing and loans after extensive interviews with internal stakeholders and clients.• Developed the forecast of sales and fees of the product, considering the feedback from the bank executives, exchange rates, and economic variables which helped inform strategic business decisions.

• Trained bank agencies about digital products and campaigns to increase adoption• Conducted research interviews and usability tests with users of digital loans that helped create the user’s journey• Developed automations for sales and campaign reports that saved 2 hours weekly• Managed the email campaigns for Digital Loans: brief creation, design supervision, and results analysis

Part of the Digital Innovation Scholarship of Scotiabank where the mentee had hands-on experience. It involved meetings with different leaders of the company: UX, Design, Engineering, Digital Marketing.

• Developed automations with VBA of reports of Sell In, Sell Out, Effectiveness saving 2 hours weekly.• Collaborated with territorial managers to provide feedback about the performance of their sales executives