Hello! I'm Sara Marca Rivera, a professional passionate about transforming customer experience and optimizing operational processes. With a career spanning over 14 years, I've led innovative projects and managed multidisciplinary teams in high-impact companies such as Grupo Almo and Banco de Crédito del Perú.🎓 Education:- MBA with a specialization in Marketing and Finance - INCAE Business School- Industrial Engineering - Pontificia Universidad Católica del Perú- Certification in Professional Scrum Master - International Scrum Institute™- Courses and diplomas in Digital Transformation, Marketing, Finance, and International Business🚀 Highlighted Experience:- Grupo Almo – Cargo Expreso / UPS Regional: As the Customer Experience Manager, I led the implementation of service and communication strategies at a regional level, managed teams of over 200 people, and supervised the creation of the first regional service request system and BOT for digital channels.- Banco de Crédito del Perú: In my role as Deputy Manager of Sales and Investments at ENALTA Banking, I managed elite client portfolios, consistently surpassing team performance indicators.- Telefónica del Perú: I was part of the team responsible for merging fixed and mobile telephony services, ensuring quality and compliance.🏆 Key Achievements:- Successful implementation of the Oracle Customer Experience Module, the company's first CRM.- Creation and management of the in-house Call Center for service quality and customer support.- Continuous improvement of performance indicators, such as reducing Average Handling Time (AHT).💡 Skills and Competencies:- Customer Experience and Digital Marketing Strategy- CRM and Commercial Tools Implementation- Team Leadership and Project Management- Social Media Analysis and Business Intelligence- Continuous Improvement Processes and Operational Efficiency🌐 Languages and Technical Knowledge:- Spanish (Native) and English (Basic-Intermediate)Advanced proficiency in Microsoft Office, process design tools, BI, call center software, and CRMI am an analytical, results-oriented individual committed to excellence. I love leading teams and collaborating to achieve ambitious goals, always putting the customer at the center of all decisions.Connect with me to explore how I can add value to your organization and transform the customer experience. I am always open to new opportunities and exciting challenges!