Alejandro Gaitán Email and Phone Number

Accountabilities-Guiding clients through CX measurement tools, providing data analysis, and offering ongoing support.- Developing CX management strategies for both B2B and B2C clients.- Creating and refining CX measurement tools that foster a customer-centric approach, leading to deeper and more strategic insights. -Onboarding B2B clients to company SaaS providing ongoing support to CX teams and other departments. This includes highlighting the benefits, value proposition, and impact of a customer-centric CX strategy tailored to client needs and expectations. -Evaluate key CX metrics like NPS, CSAT, and CES. -Developing and analyzing Customer Journey Maps (CJMs) to map the customer experience across all touchpoints, leading to the design of improved future CX scenarios. -Continuously map customer interactions across channels, modalities, and touchpoints to identify and address potential pain points. -Measure the return on investment ROI - ROX achieved through the implementation and application of CX strategies within the organization.

Accountabilities-Analyze, lead, and implement management quality projects, adhering to specific client-defined guidelines.-Generate weekly reports covering assigned team performance, progress, and quality indicator results.-Conduct weekly analysis and evaluation of KPIs like CSAT, CES, and NPS.-Share quantitative and qualitative insights to provide management with a more objective and balanced view of processes like decision-making, client alignment, and operational improvements.-Preparation & presentation of Onboarding processes and guidelines. -Continuously measure, track, and provide insights into team progress, performance, and the effectiveness of quality processes.-Listen and monitor calls in order to facilitate calibration sessions.-Motivate, provide feedback, and create personalized action plans to develop soft and hard skills for 20 associates, ensuring exceptional service delivery.

Accountabilities-Implementing and continuously enhancing quality processes resulted in improved customer experience, engagement, and soft skills development.-Analysis, monitoring, and follow-up of quality and operational KPIs for customer experience and sales teams.-Significantly improved KPIs, including CSAT, NPS, customer churn, and customer retention. -Forged and maintained strategic alliances to ensure competitive advantages and preserve core competencies.-Coached, motivated, and instilled company quality policies in 12 associates, driving world-class service delivery.-Provided analytical insights and expertise ("know-how") to general management, supporting decision-making processes within customer service and sales teams.-Implemented rigorous controls, reviews, and follow-up to ensure active associate participation in all processes, resulting in a 30% reduction in non-compliant sales and lawsuits.-Effectively managed, analyzed, provided feedback, and responded to high-value client complaints and claims.

Accountabilities-Manage a team of 12 providing guidance, insight, and coaching among others, leading to improve customer service interactions.-Ensure clarity around priorities and goals for the entire customer service area.-Manage customer experience team KPI´s as well as customer churn analysis and reporting.-Account management of B2B alliances nationwide. (Hotels, resorts, clubs).-Process Improvements based on monitoring, feedback and training (sales team – customer service team).-Monitoring, feedback and support to customer service/sales teams to keep them aligned with company objectives and strategies.-Training, feedback and coaching of customer experience executives.

Accountabilities-Assisting management in the improvement of internal controls.-Support, advice, and explain reimbursement processes to staff.-Expenses analysis while performing projects at client sites.-Reimbursement approvals for employees.-Perform risk assessments to improve audit processes.-Identification, sharing, and communication of potential fraud cases, according to regulations, rules, and firm policies

Accountabilities-Personalized tourism advice to partners.-Service, monitoring and management of inBound /outBound calls.-Compliance with stipulated goals (vacation exchanges completed per month)-Maintain a professional relationship with owners and Club members to develop trust and commitment.