Daniela Morgan Email & Phone Number

Ciudad De México, México

• Implement, and optimize processes to onboard and activate new partnerships with vendors, while expanding relationships and increasing client origination. • Design, implement, monitor, and improve customer-facing processes to ensure the best experience.• Create continuous improvement processes to identify gaps and design flaws in tech solutions.• Collaborate with stakeholder to identify manual processes and create automations to reduce human errors, and decrease response time to… Show more • Implement, and optimize processes to onboard and activate new partnerships with vendors, while expanding relationships and increasing client origination. • Design, implement, monitor, and improve customer-facing processes to ensure the best experience.• Create continuous improvement processes to identify gaps and design flaws in tech solutions.• Collaborate with stakeholder to identify manual processes and create automations to reduce human errors, and decrease response time to customer requests. Show less

Ciudad De México, México

• Structure planning and present reports on accounts progress, goals and initiatives to share with internal and external stakeholders. • Train different teams from Centeo’s partners and collaborate with companies’ sales teams to maximize origination efforts. • Collaborate with Operations, Product and Finance to develop new processes, launch and test new products and crack problems to improve our vendors’ experience and make our business grow.

Mexico City

Reported to the Growth LatAm Line of Business Manager inside the Customer Experience vertical.• Performed process improvement plans based on risk monitoring, training and auditing customer support staff and measuring efficiency in order to execute compliance projects with cross-functional teams and key stakeholders achieving customer and user satisfaction while on budget.• Deep dived into qualitative and quantitative data in order to take data driven decisions and remediations to… Show more Reported to the Growth LatAm Line of Business Manager inside the Customer Experience vertical.• Performed process improvement plans based on risk monitoring, training and auditing customer support staff and measuring efficiency in order to execute compliance projects with cross-functional teams and key stakeholders achieving customer and user satisfaction while on budget.• Deep dived into qualitative and quantitative data in order to take data driven decisions and remediations to increase user conversion KPI from 14% to 25% and user contact rate from 30% to 85%.• Improvement of logics for the support processes to increase customers satisfaction by providing first contact resolutions, quality and empathic interactions while keeping costs under budget.• Participated in the Uber-Nissan partnership, achieving the sale of all negotiated cars which motivate to start two more campaigns with GM and Volkswagen, increasing the conversion KPI from 12% to 24% with a ROI of 300%.• Managed over 200 headcount at call centers in México and Colombia.• Managed simultaneously over 10 projects across LatAm, operating with different goals as vehicle rentals, conversion, regulation outreach, feedback collection, winback and DSAT prevention. Show less

Puebla De Zaragoza Area, Mexico

• Created reliable data reporting mechanisms to increase visibility on materials compatibility, price and quality between suppliers, and achieve the fastest, cost effective and highest quality purchases and contracts.• Developed online catalogs for suppliers to improve user experience in addition to achieve lower prices and standardize agreements in the productive regions of Volkswagen.• Reduced purchase process times from 30 to 23 days and purchase order workload from 50 to 35 per day,… Show more • Created reliable data reporting mechanisms to increase visibility on materials compatibility, price and quality between suppliers, and achieve the fastest, cost effective and highest quality purchases and contracts.• Developed online catalogs for suppliers to improve user experience in addition to achieve lower prices and standardize agreements in the productive regions of Volkswagen.• Reduced purchase process times from 30 to 23 days and purchase order workload from 50 to 35 per day, decreased the rate of urgent shipping payment fees in 10pp, and increased savings in 15pp. Show less

Mexico

• Analyzed financial models and databases to support data-driven decisions on resource prioritization for remodeling and new launches.• Performed business reviews with stakeholders from United States, Spain, India, Brazil and rest of LATAM, to provide visibility, report results and strengthen communications to ensure customer-oriented decisions and high levels of engagement.• Contributed and managed the design of the investment projects database to facilitate its understanding, ensure… Show more • Analyzed financial models and databases to support data-driven decisions on resource prioritization for remodeling and new launches.• Performed business reviews with stakeholders from United States, Spain, India, Brazil and rest of LATAM, to provide visibility, report results and strengthen communications to ensure customer-oriented decisions and high levels of engagement.• Contributed and managed the design of the investment projects database to facilitate its understanding, ensure its reliability, and keep it updated and reachable for all concerned parties. Show less