Cecilia Burgos
Customer Experience Manager at BGR - Banco General Rumiñahui- Claim this Profile
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Inglés Full professional proficiency
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Portugués Limited working proficiency
Topline Score
Bio
Credentials
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Service Design
Repensar EducativoNov, 2022- Nov, 2024 -
Customer Experience Management CXM 360
IZOJun, 2022- Nov, 2024 -
Mentor Certificado en Innovación Social (Codeis & BID Lab)
BID LabApr, 2022- Nov, 2024 -
Energizing People
Management 3.0Feb, 2022- Nov, 2024 -
ICAgile Certified Professional - Agile Coaching (ICP-ACC)
ICAgileFeb, 2022- Nov, 2024 -
ICAgile Certified Professional - Agile Team Facilitation (ICP-ATF)
ICAgileFeb, 2022- Nov, 2024 -
Professional Coaching for Agilists
Agile fun!Feb, 2022- Nov, 2024 -
Programa Extendido de Liderazgo Management 3.0
Management 3.0Feb, 2022- Nov, 2024 -
Visual Thinking Facilitator
Agile fun!Feb, 2022- Nov, 2024 -
Lean Change Management & Change Management 3.0
Lean Change Management AssociationJan, 2022- Nov, 2024 -
Facilitación con Estructuras Liberadoras
InspiritDec, 2021- Nov, 2024 -
OKR's y Transformación Digital
AmbideXtroJul, 2021- Nov, 2024 -
Liderazgo de Proyectos de UX
UXallianceJun, 2021- Nov, 2024 -
ExO Foundations Certified
OpenExOJul, 2020- Nov, 2024 -
Innovation Management Professional
CertiProfJul, 2020- Nov, 2024 -
Scrum Master Professional
CertiProfJun, 2020- Nov, 2024 -
Hello Design Thinking
IDEOApr, 2020- Nov, 2024 -
Customer Experience Design & Management
Xcustomer360Feb, 2019- Nov, 2024 -
Scrum Fundamentals
Agile Academy LatamJul, 2017- Nov, 2024 -
Gestión de la Innovación Orange Belt - Credencial GIOB
Escuela de Empresas USFQMay, 2021- Nov, 2024 -
Innovación y Design Thinking
Agile Academy LatamJan, 2018- Nov, 2024 -
Wake Up Brain
Centro de Innovacion Ltda.
Experience
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BGR - Banco General Rumiñahui
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Ecuador
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Banking
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300 - 400 Employee
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Customer Experience Manager
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Aug 2022 - Present
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Opinno Ecuador
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Ecuador
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Business Consulting and Services
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1 - 100 Employee
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Customer Experience Project Leader
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Apr 2021 - Aug 2022
• Implement and execute Innovation and Digital Transformation, CX/UX Strategy Projects in Retail, Banking, Communication, Health and Pharma industries• Provide Agile Coaching to strengthen skills and knowledge of frameworks to agile teams• Design and facilitate training and workshops using agile methodologies and Instructional Design• Coordinate the CX & Agile Consulting team
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Senior Customer Experience Consultant
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Jan 2020 - Apr 2021
• Implement and execute Innovation and Digital Transformation, CX/UX Strategy Projects in Retail, Banking, Communication, Health and Pharma industries• Provide Agile Coaching to strengthen skills and knowledge of frameworks in agile teams• Design and facilitate training and workshops with agile methodologies and Instructional Design• Coordinate Digital Transformation and Customer Experience Maturity Assessments for medium and big companies
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BANCO SOLIDARIO S.A.
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Ecuador
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Financial Services
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700 & Above Employee
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Innovation & Digital Transformation Consultant
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Jan 2018 - Dec 2019
• Create the bank's Innovation Hub and its management model• Design the bank's project methodology based on waterfall and agile methodologies• Lead as Product Owner, facilitate as Scrum Master and execute as Team Member of agile Innovation teams, Digital and Cultural Transformation projects• Drive new strategic open innovation projects and identify open innovation opportunities
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Business Intelligence & Digital Channels Consultant
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Jun 2016 - Dec 2017
• Redesign the customer satisfaction and desertion measurement model• Implement business information management strategy for product improvements and identification of business opportunities• Coordinate qualitative and quantitative customer research• Design new channels and financial solutions (user-centered)• Manage and generate strategies for scaling digital channels• Design and update high-impact executive reporting
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General Motors
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United States
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Motor Vehicle Manufacturing
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700 & Above Employee
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Marketing & Business Intelligence Analyst
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Jul 2014 - May 2016
• Analyze commercial KPI's, price evolution and comparison of specifications of products• Measure commercial prospecting funnel• Update business plan projected for 5 years by vehicle segment• Analyze of macroeconomic information, imports, exports and registration• Coordinate and support product launches and clinics of product• Create reports and executive regional presentations • Manage strategic relationship with the competition• Coordinate market researches
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Traffic & Order Fulfillment Analyst
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Mar 2011 - Jul 2014
• Implement a new vehicle orders management system (refill)• Training to commercial managers and teams of vehicle dealers• Generate monthly forecasts of deliveries for next semester• Analyze traffic, industry and import quotas for placing orders and deliveries• Plan vehicle painting scheme aligned to customers demand• Monitor dealer's retail financing analysis
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New Business & Demand Planning Intern
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Feb 2010 - Mar 2011
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PRODUBANCO - Grupo Promerica
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Ecuador
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Financial Services
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700 & Above Employee
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Credit Card Intern
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Sep 2009 - Feb 2010
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Education
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2017 - 2018
Universitát de Barcelona
Master in Digital Project Management, New Business & Digital Transformation -
2016 - 2018
Fulbright Ecuador
Advanced English Program Graduate, Teaching English as a Foreign Language -
2007 - 2013
Universidad de las Américas
Business Administration Bachelor, Business Administration
Community
