Victor Gimenez Email & Phone Number

Colombia, Mexico & BrazilMuni is a community group buying platform seeking to transform e-commerce in LATAM by leveraging the power of communities to bring savings and convenience to middle income households in the region.Creation of the Customer Experience structure and strategy for Colombia, Mexico, and Brazil, hiring and leading a team of +80 people in experience, customer service, delivery service, activation, and reactivation, achieving a consistent Global CSAT of +92% and a Reclame Aqui (BR) rating of +9.3.Implementation of the Customer Experience strategy as Muni's primary value proposition, from activation and onboarding to retention and reactivation, fostering an internal Customer-Centric culture and real value generation.

Bogotá D.C. Area, Colombia

Bogotá, Bogotá D.C. Department, Colombia

Bogotá, Bogotá D.C. Department, Colombia

Bogotá D.C. Area, Colombia

1. Supported the design, execution and monitoring of the Client Experience Strategy. 2. Analyzed the customer´s experience throughout the entire relationship with the bank, in search of critical interactions that lower the satisfaction indicator.3. Created and monitored initiatives, with the different areas of the Bank, that raise the NPS of the organization.4. Designed and implemented the CX´s Internal Communications strategy.5. Created and executed controls that mitigate Financial Consumer´s Risks.Accomplishments- Inclusion of the NPS, CSAT and the effort index as key indicators to measure the Bank´s performance. - Initiative in the credit approval process that increased the NPS by 20%. - Creation of the Employee´s as Customers segment that lowered complaints by 35% in this group.- Trained 6.800 employees in the new strategy.

Bogota

1. Supported the students and the teacher with the academic assignments of the course to assure its success.

Bogotá, Colombia

Bachelor'S Degree, Adminsitración De Empresas

High School

Activities and Societies: Model United Nations: JMUN (2005, 2006), SAMUN (2006-2008), CAMUN (2008).Caracas, Venezuela