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Angelica
Customer Experience Lead
Contact
Competencies
Planifica y ejecuta proyectos asegurando el cumplimiento de objetivos y plazos.
Utiliza datos para tomar decisiones informadas que benefician la estrategia empresarial.
Identifica oportunidades de crecimiento y facilita la expansión de mercados.
Motiva y coordina equipos para alcanzar metas comunes en entornos dinámicos.
Facilita la comunicación efectiva con clientes y colaboradores.
Education
Summary
Consultor especializado en gestión empresarial con una sólida trayectoria en desarrollo de negocios, gestión de proyectos y liderazgo de equipos. Orientado a resultados y con habilidades para adaptar estrategias a diferentes entornos.
Key Achievements
- Lideró la implementación de un sistema de gestión que mejoró la eficiencia operativa
- Desarrolló estrategias de negocio que aumentaron la cartera de clientes en un 25%
- Coordinaron equipos multidisciplinarios en proyectos complejos y de gran escala
Experience
Customer Experience Lead
Managed a portfolio of over 60 clients, ensuring their needs were met through proactive communication and tailored solutions to drive satisfaction and retention.
Process trainer
Delivered training programs to new and existing employees, improving training efficiency by 20%., Created and refined onboarding materials to ensure that employees were well-equipped to provide excellent customer service., Tracked and analyzed CSAT and NPS scores, driving initiatives that contributed to a 15% improvement in customer satisfaction.
Process trainer
Developed and implemented training schedules for over 100 employees, ensuring effective customer service training., Managed the onboarding process for new hires, making sure they understood both the products and the customer service expectations., Analyze customer feedback (CSAT, NPS) and KPIs to identify trends and implement improvements, resulting in a 15% improvement in customer satisfaction over the past 6 months., Drove a process simplification initiative, eliminating redundancies and improving handling times by 20%, while consistently meeting customer satisfaction targets., Designed and implemented onboarding procedures for new clients, ensuring a smooth transition and increased retention rates.
Operations Hero
Lead the customer experience department, collaborating cross-functionally with Sales, Product, and Operations teams to ensure seamless and proactive customer interactions.