Lorena Alejandra Montaño Fernández Email & Phone Number

México

Ciudad De México, México

Área Metropolitana De Ciudad De México

* Analyzed and implemented the continuous improvement framework for the NPS KPI for three digital services (credit and PoS payment methods) * Identified the correlation between the NPS and churn ratio of the PoS payment method while improving the score from 45% to 65%* Mapped the Customer Journey Experience considering the insights obtained from different qualitative and quantitative research methodologies * Collaborated with different business units with the support of the stakeholders to establish a strategic project portfolio * Coordinated a team of analysts to conduct research based on the business needs * Presented the results and insights obtained from research to the Global Engagement Team and LATAM C-Suites, in order to replicate the leading practices in other regions

Área Metropolitana De Ciudad De México

* Identified needs through proactive research to maintain a positive experience for the customers* Analyzed customer feedback on new product launches for continuos improvement of the product portfolio while preparing C-suites reports for decision-making actions * Created mockups based on the insights obtained from the customer research to enhance the digital product experience* Applied the Agile Methodology on site, such as: meeting objectives in SCRUM events (Sprint planning, Sprint review, and Sprint retrospective)