Bertha Montoya Email & Phone Number

Mexico City, CDMX, MX

Ciudad De México, México

• Leading a churn recovery strategy, managing a team of 7 people and up to 2,000 automated messages daily via WhatsApp.
• Implementing a personalized agent initiative through in-app copies, generating retention, and applying real-time responses that maintain a unified brand experience ("One Brand Experience"), achieving up to 1.6% higher.
• Segmenting users into three recovery campaigns, increasing payments by 22% through automated and personalized communication strategies.
• Analyzing interaction and retention metrics to identify behavioral patterns, adjusting communication strategies to optimize engagement and customer satisfaction.
• Collaborating with marketing and product teams to align messages and customer experience with brand values, ensuring consistency across all digital touchpoints.

Ciudad De México, México

• Built a custom ChatBot with GPT-4, designing a detailed manual enabling the bot to generate specific copies for Google Ads, emails, and social media, as well as key concepts for new campaigns.
• Managed mailing through Braze, creating persuasive content to enhance conversion.
• Conceptualized the Buyer Persona for Growth & Acquisition campaigns, resulting in an updated BrandBook and refined language used in the Marketing area.
• Created copies for emails, push notifications, and social media, surpassing objectives by increasing sales during off-peak hours.

Ciudad De México, México

• Actively participated in massive product cataloging on e-commerce platforms for national and international companies such as TOUS, Lacoste, Walmart, and Amazon, contributing to increased sales.
• Wrote commercial product descriptions for well-known chains like The Home Depot, Colgate, and Bimbo, enhancing the attractiveness and clarity of their listings.
• Achieved productivity above 98% throughout the project.
• Collaborated in implementing SEO strategies to improve product visibility on e-commerce platforms, increasing traffic and brand reach.
• Analyzed and adjusted product descriptions for different markets and audiences, ensuring brand identity coherence and maximizing content relevance.

Ciudad De México, México

• Generated customer agreements and retention through calls, chat, email, and social media, exceeding goals in key KPIs such as CSAT, QA, FRT, and AHT.
• Developed training materials and monitoring for over 200 agents in less than a month, enhancing their performance and service consistency.
• Unified processes in collaboration with the marketing area in Mexico, Chile, Colombia, and Peru, achieving greater coherence and efficiency in the customer experience.
• Implemented improvements in customer service flows, optimizing response times and increasing satisfaction across communication channels.
• Collaborated in creating performance reports and KPI analysis, providing key insights for strategic decision-making in customer experience.
• Recognized for proactivity and strategic initiatives to create a productive and motivating work environment.

Ciudad De México, México

• Increased CTR (Click Through Rate) in key campaigns through persuasive writing, simplifying complex features into clear and attractive messages.
• Recognized for high productivity, delivering quality e-commerce content ahead of deadlines.
• Created storyboards and voiceovers for social media pieces, enhancing visual and narrative cohesion in campaigns.

Ciudad De México, México

• Maintained above-average productivity in responding to emails and chats, ensuring optimal response times.
• Participated in reviewing and analyzing processes in the guidelines provided by the client, contributing to improved efficiency and service.
• Actively contributed to implementing improvements in customer service processes, helping to reduce errors and increase customer satisfaction.
• Collaborated in preparing performance reports, providing key insights to adjust and optimize communication strategy with clients.
• Received constant recognition for commitment and alignment with company values, demonstrating responsibility and focus on service excellence.