Nicolás Castillo Email and Phone Number

As a Customer Experience Specialist at SegurCaixa Adeslas since March 2023, I have been the owner of the Voice of the Customer program and digital experience analysis tools across various consumer insurance sectors. I have implemented measurement systems across multiple contact channels and branches, utilizing advanced technologies such as text analytics and experience analytics to enhance customer insights and optimize service delivery.

I have succesfully implemented more than 15 international projects to improve company's performance in relation to customer experience management, providing business analysis and recommendations. Built cross-functional team leadership, getting the best out of each team member and promoting their growth.Achieved an Overall Transactional NPS above 80 for all delivered projects, with 90% of those closed under the profitability goal and schedule.

Design and implement the VoC strategy by providing guidelines for the execution of a customer loyalty tracking and support the execution of the cross-functional customer experience (CX) program, including customer journey mapping, process improvement, archetypes, and action planning for customer care, credit, sales, and marketing.Main responsible of market research and competitive analysis for the strategic marketing department, providing insights to different stakeholders across the entire organization.

Conducted primary and secondary market research in the areas of the marketplace, customer, and competition.Projects: Travel and Tourism, Drinks & Beverages, Retail, Foodservice, Packaging, Consumer Finance, Consumer Banking and Apparel.

Sales operations responsible in the Periphery Zone of Mexico City (Hidalgo, Toluca, Puebla, Morelos, Querétaro, Guerrero)• Prepare, consolidate and inform budgets of the region.• Control and manage the distribution centers and warehouses.• Control and manage accounting, fixed assets, accounts receivable, finished product inventories, values, and financial factoring.• Apply action plans to maintain and increase distribution and financial KPI's.• Management and analysis of service providers and distribution center expenses to create synergies.• Attend financial and operational audits with external firms

Business process improvement analyst and quality assurance leader of the ISO9000 norm.