Daniela Toro Email & Phone Number

Boston, Massachusetts, United States

GB

• Lead the development and implementation of automation solutions designed to enhance productivity and efficiency for consultants within a newly formed product team.
• Set up foundational ways of working and processes to ensure effective collaboration and communication across the team and with stakeholders.
• Collaborate with cross-functional teams to identify automation opportunities, gather requirements, and design user-friendly solutions that streamline workflows.
• Oversee the entire product lifecycle, from ideation and prototyping to deployment and user training, ensuring alignment with business goals and user needs.

Miami, FL, US

• Promoted to newly created role responsible for driving the reinvention of global cruise line’s customer journey through technological innovation and transformation. Managed the performance of a team of Digital Product.
• Built high-performing organization transforming NCL’s customer journey via portfolio of 12+ planned technology initiatives. Defined best practices, aligned team, selected vendors, and created roadmaps.
• Navigated organization through realignment of customer UI/UX for core booking engine and tools used by corporate call centers. Liaised with C-suite leaders to streamline in support of new business model and vision.
• Sharpened cross-functional focus on enterprise improvements to guest loyalty programs, promotions, couponing, legacy systems integration. Collaborated internally on creation of value-add business cases.

Miami, FL, US

• Promoted to direct a portfolio of digital business transformation initiatives driving cruise line’s next-generation global booking model. Built and executed roadmaps as product manager and voice of the customer.
• Architected enhancements to long-term customer service and reservations roadmap. Led focus groups of key internal stakeholders that delivered qualitative insights strengthening the customer journey and affinity.
• Championed strategic analysis of core booking engine and tools used by NCL’s call centers. Sourced and aggregated data on current and proposed functionality, supporting executive buy/build decision planning.
• Product managed real-time SaaS visualization tool for use in client bookings. Led requirements, vendor collaboration, legal, content and data integration, and change management planning for 2020 launch.
• Product lead for joint NCL-University of Miami student design engineering product team cultivating insights to streamline the guest experience and operations. Headed analysis of air promotions to identify efficiencies.

Miami, FL, US

• Recruited internally to newly created group tasked with identifying potential technical and business enhancements, closing gaps, and streamlining operations. Performed operational analysis, facilitated stakeholder.
• Elevated performance of Revenue departments for point-of-sale platform functionality planning. Led analysis of corporate and shipboard operations; influenced system requirements and communications APIs.
• Successfully harmonized customer promotions strategies. Aligned 12+ departments to assess current state, identify pain points, and unify workflows and processes; recommended BPM documentation tool.
• Maintained base of industry knowledge and tools. Utilized Jira to align messaging and timelines.

Miami, FL, US

• Performed administration, release and deployment management, customization, and support of NCL’s Seaware enterprise reservations platform as business analyst, project manager, and technologist. Drove analysis.
• Achieved high systems availability and performance while driving ongoing enhancements. Led planning and support of functionality and workflows for coupons, promotions, pricing, discounts, and adjustments.
• Reduced revenue losses due to promotions and commissions. Analyzed consumer behavior to deliver air promotions costing insights, leveraging findings and forecasts to realign system functionality and pricing.
• Improved promotions decision capability via creation of Tableau business intelligence dashboards.
• Redesigned change control processes, shortening global Change team meetings from 2.5 hours to 45 minutes. Implemented Jira workflows, increasing individual accountability via operational transparency.
• Headed successful data validation for data warehouse migration from Oracle to SAP HANA. Achieved successful switchover within program parameters.

Framingham, MA, US

• Managed research and application of consumer behaviors within Merchandising department of major discount retailer.
• Performed study of Millennial demographics to provide insights in areas of customer budget, target brands, marketing campaigns, and point-of-sale layouts.

Boston, MA, US

• Performed analysis of link between foreclosure rates and mortgage data.
• Wrote and presented executive reports for internal and external stakeholders.
• Streamlined reporting process for the department.

Master'S Degree, Customer Experience And Innovation

Bachelor Of Arts - Ba, Economics And Mathematics

High School Diploma

Seminars In Economics And International Politics