Hello, nice to meet you, I am Daniela Martin, a sports enthusiast, pet mom, married, and passionate about clients. I have nearly two decades of experience in People Management, Customer Success (CS) & Customer Experience (CX), and Process Improvement.With solid and specialized experience in leading teams and implementing significant improvements, I have managed Customer Success, CX, and Support areas in companies like Thomson Reuters and Ascential. At Thomson Reuters, I increased NPS by 45 points and reduced churn, turning accounts into success cases. At Ascential, I created the Onboarding area, improving efficiency by 40% and boosting adoption. I managed major accounts at Brasilgrafica and ADP, ensuring retention and renewal of key clients and consistent revenue. At Google, I led 20 trilingual employees, promoting cross-sell and upsell, and increased productivity by 30%.Additionally, I have significant experience at DHL, where I implemented projects using the Six Sigma methodology, improving CSAT by 98%. I restructured processes and BackOffice teams in Mexico, reducing turnover by 6%. I hold a degree in Hotel Administration, an MBA in Logistics Administration, and certifications in Leadership and Management, in addition to a Black Belt in Lean Six Sigma.My additional skills include process improvement, the use of generative AI, fluency in three languages, and experience with CRM systems and data analytics. I focus on accountability and engagement, using cohort analysis and personas to develop effective playbooks. I work with KPIs, OKRs, and milestones to ensure success at every stage of the customer journey and maintain a high customer health score.