Partner Consultant CX

• Jan 2022 - Present

Quality Analyst

• Jun 2019 - May 2020

Accountabilities -Analyze, conduct, and develop management quality projects, following specific guidelines expected by the client. -Weekly reporting, regarding subjects like assigned team performance, progress, and quality indicators results. -Analyze, evaluate, and follow up on KPIs such as CSAT, CES, NPS, weekly. Share findings regarding quantitative and qualitative indicators, which allow quality management to have a more objective and fair view of processes such as decision -making, client alignment, and operational improvements. -Preparation & presentation of Onboarding processes. -Measurement, follow up, and insight as far as team progress, performance, of team current applicability of quality processes. -Listen and monitor calls in order to facilitate calibration sessions. -Motivate, provide feedback, and generate action plans to develop soft/hardl skills, for a total of 20 associates, seeking to guarantee excellence in the service provided. Achievements & Recognitions -Under my supervision, coaching, and mentoring, assigned quality team indicators (KPI´s) were kept above 85% throughout the work year (2019 - 2020). Show less

Quality & Clients Relations Coordinator

• Jan 2014 - Jan 2018

Accountabilities -Creation, implementation, and enhancement of quality processes led to an improvement in customer interactions, engagement, and soft skills development. -Quality and operations KPIs analysis, monitoring, and follow up (customer service, sales team). -Improvement of KPIs such as CSAT, Serv-Qual, NPS, Customer Churn, Customer Conversion Rate, among others, generating a remarkable customer return rate. -Maintained strategic alliances in order to keep competitive advantages, as well as core competency. -Coach, motivate, and deliver company quality policies to 12 associates in order to deliver a world-class service. -Provide analytical vision to general management "Know - how" in order to help different decision-making processes (customer service, and sales team). -Control, review, and follow up of associates' active participation in all processes leading to reduce noncompliance sales and lawsuits by 30%. -Management, analysis, feedback and response, to relevant clients complaints and claims. Achievements & Recognitions - Under my supervision customer complaints improved by 30% (telemarketing, and customer service team). - Tourist Sustainability Standards NTS-TS 003 - (Project Implementation, training, and start-up within all areas of the company) - Customer Centricity Strategies – (Project Implementation and start-up within the customer service department) - Improved client retention – (Project new strategies including additional products and features.) Show less

Customer Care & Admin Coordinator

• Mar 2009 - Sep 2013

Accountabilities -Manage a team of 12 providing guidance, insight, and coaching among others, leading to improve customer service interactions. -Ensure clarity around priorities and goals for the entire customer service area. Customer service team KPI´s , Customer Churn analysis and reporting.. -Account management of B2B alliances nationwide. (Hotels, resorts, clubs). -Process Improvements based on monitoring, feedback and training (sales team – customer service team). -Management, analysis, and timely written response to customers complaints, claims, (PQR´s analysis). Achievements & Recognitions -Chosen as representative from administrative and customer service áreas to take part in the new company ́s CRM implementation and development. -Recognition award for improving KPIs as far as complaints / claims rate. Show less

Business Operations Analyst

• May 2004 - Jun 2008

Accountabilities -Assisting management in the improvement of internal controls. -Support, advice, and explain reimbursement processes to staff. -Expenses analysis while performing projects at client sites. -Reimbursement approvals for employees. -Perform risk assessments to improve audit processes. -Identification, sharing, and communication of potential fraud cases, according to regulations, rules, and firm policies Accountabilities -Assisting management in the improvement of internal controls. -Support, advice, and explain reimbursement processes to staff. -Expenses analysis while performing projects at client sites. -Reimbursement approvals for employees. -Perform risk assessments to improve audit processes. -Identification, sharing, and communication of potential fraud cases, according to regulations, rules, and firm policies

Customer Relations Executive

• Feb 1997 - Jun 1998

Accountabilities -Personalized tourism advice to partners. -Service, monitoring and management of inBound /outBound calls. -Compliance with stipulated goals (vacation exchanges completed per month) -Maintain a professional relationship with owners and Club members to develop trust and commitment. Accountabilities -Personalized tourism advice to partners. -Service, monitoring and management of inBound /outBound calls. -Compliance with stipulated goals (vacation exchanges completed per month) -Maintain a professional relationship with owners and Club members to develop trust and commitment.