Director responsible for creating CX strategies for DiDi Fintech Products (Credit Card, Cash Loan, and Wallet), structure, and processes to ensure internal efficiency. Translate the Business strategy into CX Plans. Define, monitor, and deliver area OKR’s. Establish governance to disseminate the "Voice of the Customer" to Operations & Business areas. Lead multifunctional projects with team members from different backgrounds and localities to bring the VoC inside DiDi.

Responsible for Service Model and Measurements of Customer Experience for four major brands of QSR/Casual Dining in Central America (Guatemala, El Salvador, Costa Rica, and the south border of Mexico). Director of the NPS and OSAT methodology. 70 M of transactions per year.

Market Research Director, owner of Customers’ insights and competitors’ attributes. Responsible for Customer Experience strategy. Leader of Customer Experience, Service, and Internal Review teams. Reporting to Chief Commercial Officer, responsible for improving Customer Journey; based on insights, I developed the notification program for protected passengers on disruptions, increasing 4pts of NPS from affected passengers, implemented WiFi on board, and Duty-Free services. Partner: Panasonic, California, USA.

Responsible for directing, developing, and implementing projects of continuous improvement in processes, procedures, and policies that directly affect Aeromexico’s Customer Journey, to increase customer satisfaction levels according to quality standards and compliance. Operational observations were reported to the Chief Operational Officer of the airline.

Design and execution of Aeromexico's transactional voice of the customer program to define and develop improvement initiatives that allow the company to increase its NPS score. Identify strengths and service opportunities to increase customer loyalty. 265K annual surveys and research studies.

Creation of the strategy and direction of the organizational efforts to provide solutions to affected customers across the entire experience, responsible for recovering customers’ preferences and generating promoters among corporate clients and regular users, in compliance with legal frameworks and commercial agreements. 200K clients served per year, 18 MDP budget, and 55 Customer Care agents.

Responsible for Global Customer Care Department, helping customers from America, Europe, and Asia, always respecting their rights and going further their expectations to regain their business and loyalty. Managing Digital and Traditional channels.

Responsible for Customer Care Indicators/KPI's, Airline Compensation Budget, and affected passengers index. Information for SkyTeam Workshops and Benchmark Committees.

Internal Review leader, responsible for Mystery Shopper Reports and internal audits to Customer Care Department.

Responsible for Action Plans and Internal Review Unit for International Dollar Card. Monitoring and audits for Service and Compliance.

Responsible for Current and Past due balance of International Credit Card, managing accounts for customers in the USA, Caribbean, and Latin america.