Designed and defined the omnichannel customer experience through digital productsTranslated customer and business needs into targeted products and services throughdata analysisCreated solutions to meet business objectives by defining scopes, scenarios, and flows forthe omnichannel customer journeyPrepared and presented deliverables using tools such as user interviews, benchmarkingvalidation, and usability comparative researchOversaw the design process for eCommerce products, including character creation, userscenarios, user flow, customer journey mapping, MVP development, mockups, andprototyping

Developed a new reporting process to ensure operational continuity, reducing marketingteam silos to nearly 0%Managed operational campaigns, including setting up vouchers, daily promotions,livestreams, landing pages, banners, and notificationsCoordinated with cross-functional teams for campaign recruitment and contentmanagement system tasksEnsured the smooth and timely execution of all campaigns

Conducted periodic analysis of sales and promotions across the LATAM region, includingMexico, Chile, Colombia, Peru, and BrazilIdentified areas for improvement using key performance indicators (KPIs) such as clientsatisfaction, Net Promoter Score (NPS), call volume, and call durationPrepared weekly and monthly sales reportsMonitored order tracking and identified potential delaysPinpointed opportunity areas to enhance user experience

Responsible for ensuring total customer satisfaction and effectively managing criticalsituationsHandled daily interactions, responding to 150 calls and 100 emails.

Maintained 100% operational continuity during cybersecurity attacks.Supervised processes with a focus on enhancing user experienceGenerated monthly sales reports for corporate review; developed new operational andsales strategies based on the data

My project dealt with the incorporation of the campus and its departments to social media. Creation, content, management, measurement of these.