Omnichannel Customer Care - Divisional Manager
CurrentAt Walmart, I lead the transformation of customer service through innovative strategies focused on improving key performance indicators (KPIs) in sales, customer satisfaction, and operational efficiency. My goal is to ensure every interaction, regardless of the channel, reinforces our customer-centric approach.Key Responsibilities:• Designing and implementing strategies to boost sales and enhance customer satisfaction in the Call Center, leveraging technology and tools to accelerate execution.• Identifying and developing new business lines to drive omnichannel success and deliver consistent, seamless experiences for customers.• Leading the social media team, managing customer care across digital platforms for all Walmart business lines.• Streamlining processes to deliver fast and effective solutions on channels like WhatsApp, Facebook, and other digital platforms, ensuring customer-centricity remains at the core.Key Achievements:• Increased digital channel adoption, facilitating an effective transition to self-service options.• Built high-performing teams in dynamic environments, consistently surpassing commercial and customer experience objectives.• Implemented agile methodologies to quickly respond to evolving customer needs.#CustomerFirst #OmnichannelExcellence #Innovation #Leadership #WalmartValues #Teamwork #Integrity #ExceptionalService #SustainableGrowth
