Juliana - Customer Experience Specialist at Consultora Freelance

Bucaramanga, Santander Department, Colombiaen

Designed branding, CX, and communication strategies for startups, enhancing customer engagement.

Constructed customer journey maps and service blueprints to optimize touchpoints and improve service delivery.

Published on CazVid

Summary

Juliana is a dedicated CX and marketing professional with extensive experience in designing customer-centric strategies, digital branding, and project management across Latin America. Proven ability to enhance customer journeys and drive results through innovative solutions.

Key Achievements

Led digital content management and social media planning, increasing brand visibility for clients.
Implemented KPI measurement frameworks, enabling data-driven decision-making in CX initiatives.
Supported internationalization projects with tailored marketing and CX strategies in Latin America.

Skills

Customer Experience ManagementAdvanced

Expertise in designing and implementing CX strategies that enhance customer satisfaction and loyalty.

Digital Marketing & BrandingAdvanced

Proficient in developing digital content, social media strategies, and brand positioning for diverse audiences.

Project ManagementIntermediate

Skilled in leading projects, coordinating teams, and managing timelines to deliver impactful results.

Analytical & KPI MeasurementAdvanced

Capable of establishing KPIs, analyzing data, and translating insights into actionable improvements.

Experience

Consultora Freelance

Consultora Freelance – Estrategia CX y Marketing

2023 - Present

Diseño de estrategias de branding, CX y comunicaciones para emprendimientos.. Construcción de customer journey maps y service blueprints.. Gestión de contenidos digitales y calendarización para RRSS y blog.

Coordinadora CX y Apropiación Digital

CA Change Americas

2022 - 2022

Campañas de apropiación digital alineadas al funnel y touchpoints de clientes B2B.. Construcción de customer journeys para optimizar comunicación bidireccional.. Implementación de medición de KPIs (NPS, CSAT, CES) para identificar mejoras.

Project Lead Support

Fukuro Consulting

2021 - 2022

Soporte a programas de internacionalización e interculturalidad (Guatemala y México).. Plan de marketing digital y CX para presencia de marca acorde al estadio TOFU.. Gestión de contenidos, RRSS, blog y web corporativa.

Analista de Clientes, Comunicaciones y Gestión de Servicio CX

SoloMontajes SAS

2016 - 2019

Monitoreo de servicio B2B y análisis de consumidor dentro de la estrategia CX.. Seguimiento a KPIs de comunicación y servicio; planes de mejora y contenidos corporativos.