Part of the US Customer Care Leadership Team.

Leading Operations execution and improvement, Customer Care, IT deployment/ management, Quality audit, and Customer Success within MX + LATAM.

In charge of Customer Experience for the worldwide highest valued ed-tech. I had the opportunity to lead the implementation of processes and/or amend/improve the strategy, across different customer experience units: support, complaints, sales, renewals, retentions, and quality management.

Managing the engagement and customer service teams to understand, solve and overtake prospect and customer expectations . Build processes and procedures (and/or amend existing ones), in order to reach business & operational goals. Operational Head of the Contact Centre.

Part of the founding team to launch the personal banking LOB. I had the opportunity to work within a global bank, in a startup unit, alongside Marketing, Operations, BI, Product and Strategy teams. I particularly contributed to design, develop and implement from scratch, all of the Customer Service/Success processes, aligned with a digitally based savings account.

Pursuing operational excellence for Digital Acquisition sales channel, being the main point of contact at market level, with Technologies and Digital Capabilities International teams; to ensure the correct design and implementation of new eApplication capabilities and enhancements to the existing tools. Ensured that all Digital platforms and Capabilities worked properly, and were ahead at regional and market level; seeking the most efficient way that daily leads and e-applications drove the expected growth. My activities included Project Management, Data Assessment; and E2E understanding of all Digital Acquisition process fulfillment; in terms of approval rates, customer experience, Digital Marketing bonds, and operational efficencies/enhancements suited to the Global Goals.

Responsible of enhancement projects for enabling sales channels to build strong results in terms of; paper applications suitable design, credit bureau pre-validation for Face to Face financial profile: prospecting improvement, I was also the market owner of Telemarketing Sales Platform (Lead & Sales Generator), and for the pursuit of successful campaign set within front end re-processing platforms, by performing efficient strategies & project follow up´s for multiple business based requirements.

Part of the Backoffice team that received applications for credit/charge cards. As an analyst I had to review prospects documents (applications, ID, Address, Credit Bureau information) in order to understand business rules at a high level, to grant or deny applicants the related product. Within this period I also had the chance to participate as project analyst within a system migration regional project, mapping around 280 new processes for the corporate LOB, in a period of 6 months.