•Monitor brand consideration progress and track competitor activities across various attributes, including digital presence, sponsorships, and price changes•Spearheaded the TNPS & RNPS initiatives, achieving a +3 point increase in customer satisfaction and loyalty through targeted feedback analysis and strategic improvements•Led customer segmentation efforts, enhancing targeted marketing strategies and improving customer insights to drive personalized engagement.•Serve as the main… Show more •Monitor brand consideration progress and track competitor activities across various attributes, including digital presence, sponsorships, and price changes•Spearheaded the TNPS & RNPS initiatives, achieving a +3 point increase in customer satisfaction and loyalty through targeted feedback analysis and strategic improvements•Led customer segmentation efforts, enhancing targeted marketing strategies and improving customer insights to drive personalized engagement.•Serve as the main point of contact for Medallia in the TNPS program, overseeing contract reviews, negotiating service rates, and managing projects with the Medallia team•Implement and monitor Net Revenue Retention KPI to track customer retention across various lines of business, including Motor and Property. Show less

• Defining customer journey and organization model in collaboration with innovation team and spread open minded culture for new ways of serving our customers.• Implementing and further accelerating voice of the customer programs covering key business dimensions such as retail Distribution Channels and Partnerships.• Establishing operating model and training teams to close feedback loop with customers to mitigate service issues, drive retention and derive detailed insight for in-depth… Show more • Defining customer journey and organization model in collaboration with innovation team and spread open minded culture for new ways of serving our customers.• Implementing and further accelerating voice of the customer programs covering key business dimensions such as retail Distribution Channels and Partnerships.• Establishing operating model and training teams to close feedback loop with customers to mitigate service issues, drive retention and derive detailed insight for in-depth root cause analysis.• Qualitative and quantitative user research (end-customer and intermediary), survey design collecting, analyzing, and presenting data to stakeholders.• Enabling best practice sharing between departments and provide input to further accelerate customer experience programs.Data drilldowns and segmentation aligned to well-known problem solving strategies like Six Sigma (DMAIC) to be effective on presenting and proposing new action plans. Show less

• Lead role in establishing local customer experience capability.• Implemented a company-wide voice of the customer framework through adoption of the Net Promoter System methodology based on global customer vision and blueprint customer journeys/touchpoints (quote, purchase, claim, renewal, call center)• Defined procedures for follow-up with customers to mitigate issues and drive cultural change at front-line.• Established regular reporting across all levels and functions.

•Focused on the Continuous Improvement of the internal and external Metrics (KPIs), Customer Satisfaction (CSAT), Client Satisfaction (KSAT) and Net Promoter Score (NPS).• Responsible to support the Operations and Training departments throughout execution of Quality Assurance processes and analytics for any client’s specifics that helps leverage quality and therefore improve satisfaction of our customers and our clients by assuring KPI’s performance and consistency.•Leadership and… Show more •Focused on the Continuous Improvement of the internal and external Metrics (KPIs), Customer Satisfaction (CSAT), Client Satisfaction (KSAT) and Net Promoter Score (NPS).• Responsible to support the Operations and Training departments throughout execution of Quality Assurance processes and analytics for any client’s specifics that helps leverage quality and therefore improve satisfaction of our customers and our clients by assuring KPI’s performance and consistency.•Leadership and Management of the Quality Department (Responsible of 12 Quality Assurance Analysts), looping process and deliverables follow up on less tenured Quality Coordinators (5 QC's)•Creation and Execution of KPI Result Presentations for national and international Clients on a weekly, monthly and quarterly basis.• Main POC of client with any topic related to QA Department such as escalations, statistical analytics, guidelines, interaction behaviors, call recording, etc.• Create continues improvement strategies to perform better results for KPIs and to maintain, develop and grow the business relationship with our clients.• Provide visibility to Upper management that includes measurable results of each area• Proactively detonate actions with all departments in order to prevent or remedy any deviance in performance or any other issues.• Responsible for the analysis execution of trend results at agent/supervisor/campaign level.• Action Plan Execution and Follow-up with the Operations and Training departments per agent/supervisor level. Show less

• Responsible of the LOB´s Quality Metrics (KPI's) by supporting the operation to exceed the Client’s expectations through: interaction feedbacks, deeper analysis of quality trends, objective evaluation of the operations personnel’s call quality and generate new strategies to prevent areas of opportunity, as well as the training department to communicate quality basic processes. • Achieving the compliance of monitors, audits and feedback required per representative within the different… Show more • Responsible of the LOB´s Quality Metrics (KPI's) by supporting the operation to exceed the Client’s expectations through: interaction feedbacks, deeper analysis of quality trends, objective evaluation of the operations personnel’s call quality and generate new strategies to prevent areas of opportunity, as well as the training department to communicate quality basic processes. • Achieving the compliance of monitors, audits and feedback required per representative within the different Social Communication Channels (Chat, Mail, Inbound, Outbound, Social Media, etc.)• Leading the RRP Calibration Sessions and evaluate the calibration interactions throughout Conference Calls (Internal and with Client).• Follow up on QA Analysts and Operations staff members to make sure the understanding and use of the Monitoring Guidelines document and Quality Processes.• Responsible of collecting all doubts and questions staff have on the scoring process to validate with Client and calibrating to make sure the understanding of the answers to all staff members. Show less