Sub-Gerente de Atención al Cliente

• Jun 2023 - Present

Head of Customer Experience and Loyalty

• Jun 2021 - Jun 2023

Team: 11 people. Responsible for the management of 130 people. W𝗵𝗮𝘁 𝗜 𝗱𝗼: - Design and improve customer journeys, service models by segments, service promises and service protocols. - Develop a customer-centric culture, executing awareness actions and disseminating customer experience tools and methodologies to the entire organization. - Lead the implementation of customer loyalty, shielding and retention strategies, as well as projects and initiatives that contribute to achieving the rNPS and tNPS objectives in the service channels. - Manage the after-sales service: hire, train, lead and monitor the work teams, identify strengths and areas for improvement in the organization, develop procedures for the sales force, lead the development of the quality standard and provide feedback based on monitoring and analysis of the customer service. W𝗵𝗮𝘁 𝗜'𝘃𝗲 𝗮𝗰𝗵𝗶𝗲𝘃𝗲𝗱 𝘀𝗼 𝗳𝗮𝗿: - Implement the "Life Cycle" program, increasing the relational NPS from 48% to 59%, C-SAT from 85% to 92% and CES from 4.15 to 4.26 (2022-2023). - Implement customer loyalty, shielding and retention strategies, which have reduced the total amount of canceled subscriptions from US$128k to US$54k (2022-2023). - Implement the "Huawei Cloud" campaign, shielding 400 clients and ensuring their CLTV (2022). Show less

Head of Service Experience

• Sep 2013 - May 2021

Team: 4 peoples. Responsible for the management of 150 people.W𝗵𝗮𝘁 𝗜 𝗱𝗶𝗱:- Supervise the End-To-End process of the Contact Centers at an operational, quality and training level.- Define, measure and control the operational, quality and perception KPIs of end customers.- Lead improvement plans and actions, based on the opportunities detected in operational, quality and training management.W𝗵𝗮𝘁 𝗜 𝗮𝗰𝗵𝗶𝗲𝘃𝗲𝗱:- Implement the troubleshooting tool used by all service channels (1200 users), increasing the FCR from 30% to 60%, the tNPS from 40% to 70%; reduce the TMO from 8 to 5 minutes and the monthly cost of the 2nd level campaign from US$300k to US$150k.- Optimize the 1st Instance Claims process, reducing the monthly cost from US$39k to US$25k. Show less

Virtual Care Analyst

• May 2010 - Aug 2013

Team: 15 people.W𝗵𝗮𝘁 𝗜 𝗱𝗶𝗱:Supervise the customer service team on Claro Peru's social networks: Facebook, Twitter, Google Plus, YouTube; and the mailbox: atencionalcliente@claro.com.pe.W𝗵𝗮𝘁 𝗜 𝗮𝗰𝗵𝗶𝗲𝘃𝗲𝗱:Implement the Social Networks and Email Management System, which increased the levels of service and attention from 60% to 98% in the first 10 minutes.

2nd Level Technological Attention Advisor

• Sep 2009 - Apr 2010

Provided telephone support to 1st Level Customer Service Advisors inquiries about Smartphones, Mobile Internet, Broadband, etc.

Service Advisor

• Jun 2007 - Aug 2009

* Products and Services evaluation, sales and After-sales.* I was named "Advisor of the Month" for 7 consecutive months. (February 2009 - August 2009)

Personnel Administration Assistant

• Oct 2006 - May 2007

* I was responsible for organizing and coordinating the Financial Services Representatives.* Prepared statistical reports on absenteeism and sick leave for financial services representatives at agencies in Lima.

Financial Services Representative

• Jun 2004 - Sep 2006

* I sold intangible products marketed by the bank: insurance, credit cards, savings accounts, time deposits, mutual funds, etc.* I was Receiver - Payer.