Lead all aspects of US insurance operations when global customers travel to the United States for medical treatments.• Managed relationships with key international strategic partners. Support strategy to ensure lean operation, optimal performance, and excellent customer experience.• Drive transformation to become a customer centric organization, with excellent customer outcomes and lead digital transformation.• Oversaw successful customer experience for members to receive medical services in US.• Implemented Integrated Management System to host process documentation and improvement.

Lead Operational Customer Experience (OCX) to design customer journeys and workflows that enable wonderful customer outcomes for excellent experience and increased future engagement. Drive digital transformation adoption both internally and externally.Key Contributions: • Oversaw the increase in customer satisfaction with extraordinary results: YOY 13.5-point improvement in relational NPS and 27.7 in transactional NPS.• Digital adoption increased from less than 5% to 58% in 18 months. • Expanded measures of transactional NPS, CSAT, CES and FRC across the customer journey.• Implemented Listen, Learn and Act, a Human Centered Designed model to measure CX through surveys, operational data, analyzing VOC and closing the loop process.• Lead deep dive processes to identify customer pain points and select key actions to take to strategically improve results and achieve higher ROI.• Designed customer journeys and internal processes and workflows to reduce friction and enable the teams to proactively exceed customer expectations.

Directed the Customer Service Department for global health insurance leader. Managed the CS strategy, operational relationship with sales brokers, large corporate accounts and strategic partners. Oversaw performance of local operations for LATAM subsidiaries, in 6 countries, including all aspects of the insurance operational processes. Key Contributions:  Developed departmental strategy, creating the customer service and local service operations framework. Implemented corporate accounts and new partnerships, developing collaborative relationships with different stakeholders. Centralized core insurance processes across Latin America; reducing average SLAs by 20%, stabilizing metrics until consistently met target service levels while reducing operating expenses by 30%, over a 3-year period.  Expanded CS capabilities, by opening a night shift operation to offer 24/7 service, eliminating impact of time zone differences and multi-language barriers, while reducing operating expenses by 15%. Implemented CX framework, including NPS and close the loop process. Sponsored service improvement projects, including CRM and workforce management implementations, quality assurance monitoring program and update of the digital, mobile and self-service capabilities.  Designed business continuity plan that was effectively used during hurricane season to maintain levels of service. SME for product review strategy to support operational efficiencies and sales goals. Designed the complaints management process, problem-solving escalation guidelines and social media service strategy. Prepared operational and CX model for RFP and RFI for bidding for large corporate accounts. Developed MAPS for IA findings to ensure compliance. Launched an Agent Manual to support sales brokers, increasing self-service alternatives and driving the use of the digital tools. Proven acumen in budget management, minimum of 5% savings under AOP.

Lead an Integrated Service Team that managed all operational aspects of the customer experience.Key Contributions:  Achieved excellent SOP scores and contributed to CSAT improvement.  Managed all telephony administration and reporting for the department.  Developed Quality Assurance framework for Customer Service area. Ensured timely and effective payment of claims and resolution for claim adjustment issues. Handled escalated issues and complaints.

Lead a professional customer service team to deliver customer satisfaction and world class service. Coached, trained, motivated employees and supervised daily performance to achieve corporate goals and objectives.

Delivered comprehensive training to new customer service employees and existing employees in new technologies.

Handled bilingual (English-Spanish) customer inquiries and complaints. Focused on resolving issues in one call with superb quality, professionalism and efficiency.