Successfully led the Customer Experience company-wide (Business Development Center, Customer Care, Customer Advocacy & Mechanical Customer Service), overseeing in-house teams in both Mexico and USA. This included building, re- designing, developing, strategizing, training and implementing through a design thinking process.▪ Designed a new the lead generation and acquisition strategy resulting in 62% increase of potential clients being contacted and followed up exceeding the sales… Show more Successfully led the Customer Experience company-wide (Business Development Center, Customer Care, Customer Advocacy & Mechanical Customer Service), overseeing in-house teams in both Mexico and USA. This included building, re- designing, developing, strategizing, training and implementing through a design thinking process.▪ Designed a new the lead generation and acquisition strategy resulting in 62% increase of potential clients being contacted and followed up exceeding the sales conversion within 3 months.▪ Developed and implemented new manuals and training for the customer experience departments ensuring effective handling of all cases and complaints.▪ Designed compensation plans and KPI´s aligned with the company´s global strategy leading to more effective goal achievement.▪ Implemented an Omni channel customer journey, contributing to a 35% sales increase from 2019 to 2021.▪ Spearheaded a brand reputation strategy via customer experience channels resulting in a 20% reduction of negative reviews and a 70% increase in positive reviews along with 120% increase in Google My Business rakings for all Texas stores.▪ Strengthened relationships with third-party mechanical service providers reducing costs and repair times.▪ Consolidated Customer Experience departments into a single one to reduce complaints and response times. This included a selection process, recruiting, new job descriptions design, new communication´s flow design, new CRM design, new IVR design, processes documentation, product training, QA training, compliance training, leadership training, implementation and launching. Show less

Streamlined the commercial strategy to prioritize business opportunities, leveraging the product as a lead and revenue catalyst. Conducted market research, nurtured key client relationships and fostered cross-departmental collaboration for market foresight and seamless communication.▪ Developed and implemented the strategy for a new Compensation Plan.▪ Created and implemented field marketing materials.▪ Designed and implemented new advertising campaigns and internal… Show more Streamlined the commercial strategy to prioritize business opportunities, leveraging the product as a lead and revenue catalyst. Conducted market research, nurtured key client relationships and fostered cross-departmental collaboration for market foresight and seamless communication.▪ Developed and implemented the strategy for a new Compensation Plan.▪ Created and implemented field marketing materials.▪ Designed and implemented new advertising campaigns and internal programs.▪ Established a CUSTOMER SERVICE (call center) department.▪ Engineered and launched a field training platform.▪ Served as the primary source for affiliate operations and performance insights.▪ Coordinated best practices and devised tools for affiliates, driving area-wide strategic priorities.▪ Forged the Field Development Strategy.▪ Devised new product strategies in response to sales/client/ needs. Show less

▪ Developed, launched and implemented the marketing and communications plan for Mexico.▪ Leaded the product and business training for the associates.▪ Produced and managed events.▪ Established and oversaw the Online Store from inception.▪ Assessed new technologies developed by P&T for Mexico.▪ Oversaw Development Field collaborating directly with Business Intelligence to analyze sales trends and build reports.

▪ Back-trainer for new waves.▪ Supervised the Nerium International Contact Center team for US associates.▪ Conducted onboarding and continuous training leading to first call resolution. ▪ Created and executed team achievement goals.▪ Managed operations in alignment with weekly, monthly and annual forecasts.▪ Oversaw a program of operational escalations to improve processes.▪ Developed and implemented an incentive plan for Telvista / Nerium International, focusing on… Show more ▪ Back-trainer for new waves.▪ Supervised the Nerium International Contact Center team for US associates.▪ Conducted onboarding and continuous training leading to first call resolution. ▪ Created and executed team achievement goals.▪ Managed operations in alignment with weekly, monthly and annual forecasts.▪ Oversaw a program of operational escalations to improve processes.▪ Developed and implemented an incentive plan for Telvista / Nerium International, focusing on enhancing operational KPIs. Show less

Leaded visual merchandising operations including: campaign concepts, window designs, manuals creation, logistics, procurement and distribution of seasonal store display and visual merchandising training for for 97 points of sale.