Jose Rodriguez Email & Phone Number

Stamford, Ct, Us

Accountability:Attain $30M in Annual Savings: By driving over 6 million portal logins, 6 million web support visits, and 500,000 chat/chatbot annual interactions to drive customer self-service with 30-50% containment rates, which would otherwise require costly call center engagements.Maintain Best-in-Class Client Satisfaction: Consistently achieve client satisfaction scores of 80 points, a leading benchmark in B2B digital client support.Enable Global Digital Self-Service Across 8 Countries: Implement and maintain digital self-service capabilities, supporting over 750,000 clients in multiple languages.Responsibilities:Online Account Portal Management: Lead the strategy for the portal, allowing clients to manage their accounts, pay bills, fund products, review contracts, and troubleshoot issues through self-service options.Web Digital Channel Ownership: Oversee the digital channel providing account management and technical support content, ensuring effective AI-powered on-site search functionality for precise and quick client answers.Live Chat and Chat Bots: Steer live chat and chat bot operations, enabling clients to perform self-service tasks such as obtaining bill copies and navigating the portal, significantly reducing the need for direct customer support agent engagement.Team Leadership and Oversight: Direct a multidisciplinary team comprising user experience strategists, product owners, marketing technology professionals, process managers, PMO, and digital analytics experts to drive continuous improvement and innovation in digital self-service and marketing go-to-market activities.

Stamford, Ct, Us

• Lead a high-performing team of 30+ directors, managers, analysts and technical SMEs who provide service to our two-hundred and fifty (250) global marketing organization• Lead our marketing automation program (inclusive of process and development) to support out marketing organization run their marketing programs (lead forms, email development, digital journeys and automations)• Own and manage our marketing technology budget• Manage and nurture relationships with agencies and vendors (both onshore and offshore) through strategic mutual success plans to maintain best-in-class technologies adjusted to budget and company needs• Lead our web and email test and learn program to ensure support our digital personalization strategy• Lead our tagging and implementation strategy to maintain +90% digital data quality score and +70% of web traffic loading <3 seconds• Established a digital data center of excellence to allow marketers to self-serve their analytics needs within the web, email and sales enablement space

Stamford, Ct, Us

• Communicated opportunities to drive marketing goals cross-functionally on website/mobile/eCommerce shopping cart optimization to our executive leadership• Built and led a high-performing team of eight (8) managers and analysts who provide service to our two-hundred and fifty (250) global marketing organization• Completed a nomination-only accelerated 12-month leadership program designed to develop one-hundred (100) high potential employees out of our fifteen-thousand (15000) employee-base, sponsored directly by our CEO• Managed and nurtured relationships with agencies and vendors (both onshore and offshore) through strategic mutual success plans to maintain best-in-class technologies adjusted to budget and company needs• Transformed our centralized digital analytics practice into a center of excellence, which scaled our analytics program from five (5) to fifty (50) practitioners, resulting in a 70% increase in user adoption YoY• Developed and led our web optimization program (A/B test, multi-variate and personalization), which increased our online sales by 10% ($5MM) and our online client satisfaction from an NPS score of 40 to 70 considered best-in-class in the industry • Optimized our tag management implementation process to guarantee data capture and data integrity, increasing our data quality score from 70% to 90%• Led tag manager migration from DTM to Adobe Launch successfully, interacting with 10+ Web IT teams, executing our roll-out through an agile approach, while maintaining our 90% data quality score• Built and evangelized our website framework to measure success through a set of micro and macro-conversion KPIs resulting in best-in-class marketing outcomes, such as 70% cart conversion rates and 65% self-service transaction conversion rate

Stamford, Ct, Us

• Implemented a web supplies recommendation engine, which generated $1MM incremental revenue on our web channel• Led execution of a newly introduced web support resource integrated with our CRM platform, enabling more than 3000 agents to educate 30K web users, which lowered our call center costs by $240K• Designed a systemic process to reduce web ecommerce fraud attacks, which resulted in prevention of potential 40+ web fraud orders, saving the company $100K+• Project managed the execution of a web enhancement to automate online change of address on our website, which resulted in 32K total web self-service transactions, reducing call center costs by $260K• Designed and implemented an analytics center of excellence, which evolved the maturity of our analytics program, creating team efficiencies by removing 80% of our manual activities

Stamford, Ct, Us

• Optimized the direct marketing email process, reducing the time per execution by 25%• Created a document to support the web strategy categorizing 240 products within more than 16 countries into 5 categories to simplify the product portfolio for existing and potential customers• Implemented a regional calendar to decrease the average customer email overlap by 40%

Madrid, Es

• Designed a new segment scheme to manage 1,300 third party stores, increasing sales by 20% • Implemented an automated commercialization process for mobile service, reducing the time per activation by five minutes and increasing average sale price by 75% • Created a new commission structure for sales force, aligned with more valuable mobile services and TV products, increasing revenue by 25%

Madrid, Es

• Developed four smartphone promotions with new rates and integrated data features, based on a data consumption analysis determining smartphone market potential • Increased the middle and premium customer base by 42% running the new promotions and rates• Reduced call abandon rate by 33% through the expansion of call center capacity, after analyzing call center abandon rate and average handle time, increasing customer care satisfaction scores 12.5%

Madrid, Es

• Developed two regional promotions, based on an analysis of sales data optimizing device distribution and increasing sales by an average of 15%

Madrid, Es

• Led Small and Medium Enterprise strategy implementation, exceeding the original objective and increasing the customer base by 105% over two years

Alcobendas, Madrid, Es

• Assisted regional manager with three projects, focused at improving processes for Telefonica Venezuela • Created new product and pricing strategy targeted at doubling Small and Medium Enterprise customer base in two years.

• Managed a 60 person staff leading the construction of three residential buildings

Caracas, Ve

- Developed an algorithm to automate the geo-localization of CANTV's RF sites from three DBs and unified it into one organized DB.- Proposed implementation of three new sites based on population demand and society needs.

IPSec Protocol implemetation

Ms In Information Systems / Mba In General Management, Marketing And Business Analytics

Ingeniería, Telecommunications Engineering