Highly experienced in Operations, CRM, fulfillment, design of "experiences" and strategies for customer service, with 12 years of expertise in different service industries, mainly insurance and banking. Participated in several projects from the get go, always seeking to lead teams that would enable us to exceed the profitability and customer loyalty goals. Additionally, I have led multidisciplinary teams (research and development, marketing, sales, finance, etc.) to implement customer retention and cancellation decrease campaigns, as well as implementation of NPS, etc. Participated in various negotiations and international projects (Colombia, El Salvador, Guatemala, Argentina, USA, Philippines). Extensive knowledge of sales and service operations in Call Centers, Digital media attention and customer service.
Strategic Leader performing functions such as integration of operations, business planning and service improvement through total quality management, talent development and training material for employees. Extensive experience in management models focused on meeting customer expectations and improving their experience with the company, aimed at both internal and external customers.
Proven decision making ability, with a strong focus on startup, business reorganization and growth, with strategic vision and solutions. Extensive experience in negotiations and focus on work, as well as in the development of high performance teams.
Outsource Caribbean Conference
Hosted by The Caribbean Export Development Agency
Baobab Tower, Warrens