Experience

Klar

• Mexico
• Financial Services
• 100 - 200 Employee

• Customer Obsession Lead

  • Oct 2022 - Present



Flink México

• Mexico
• Investment Banking
• 1 - 100 Employee

• Customer Happiness Lead

  • May 2022 - Sep 2022



Tribal

• United States
• Financial Services
• 100 - 200 Employee

• Partnerships Operations Lead

  • Nov 2021 - Feb 2022

  Setting up new marketing funnels and creating new ways to delight partners and leads with CX methodologies - Debug and renew CRM platform (Hubspot) - New inbound marketing strategies owner - Establish omnichannel support - Automate workflows Setting up new marketing funnels and creating new ways to delight partners and leads with CX methodologies - Debug and renew CRM platform (Hubspot) - New inbound marketing strategies owner - Establish omnichannel support - Automate workflows



Urbvan by Kolors

• Mexico
• Urban Transit Services
• 1 - 100 Employee

• Head of CX and Customer Care

  • Feb 2019 - Aug 2021

  Responsabilities: - Set up Voice of the Customer program and establish feedback loop to the main company and onboarding B2B clients- Data analytics to identify insigths and root causes of issues that have led to any customer dissatisfaction,- Develop Customer Journey Mapping and flows using Service Blueprint- Be the link with Ops (S&P), LiveOps, Product, Marketing, Brand, Sales, Tec & Innovation - Create reports from user's reasons of contact topics, weekly & montly KPI's- Automation of customer support processes, chatbot implementation, migrate CRM platform (Zendesk), create self service Help Center, - Supervise Q&A, 1-o-1's feedback team members Show less

• Customer Care & Success Manager

  • Apr 2018 - Jan 2019

  Responsabilities: - Managing Customer Support, Operations and Customer Success team in a startup from a scratch- Create new support strategies, problem solving includes crisis management, extensive people training and new CRM implementation- Grow up the team, build trainning program, Quality Assurance, establish and control teams KPI's- Churn retention and prevention strategies, financial and payments issues assistance- Implementation of automated tools and software integrations Show less

• Customer Support (Founding team member)

  • Oct 2017 - Apr 2018

  Responsabilities: - Create customer support processes and copies, establish workflows, problem solving- Provide feedback to Tech, Product and Ops teams to improve processes and app uses cases- Implement CRM platform- Provide customer support to understand users and bring insights



Grupo Sicario

• Mexico
• Entertainment Providers
• 1 - 100 Employee

• Customer Care & Experience Consultant

  • Mar 2017 - Jan 2019

  External work for Experiencia Plus - Concierge service for mass events - Implementation: Set up support platform, implement conversational commerce chatbot, creative problem solving, - Supervise customer service before, during and after the event - Reporting at the end of each event External work for Experiencia Plus - Concierge service for mass events - Implementation: Set up support platform, implement conversational commerce chatbot, creative problem solving, - Supervise customer service before, during and after the event - Reporting at the end of each event



Gus Chat

• Sales Account Excecutive & KAM

  • Jun 2017 - Sep 2017

• Event Marketing & Customer Support Manager

  • Jan 2017 - Jun 2017

• Key Account Manager & Customer Support Strategist

  • Oct 2015 - Jan 2017



Presencia Ciudadana Mexicana

• Youth Program Coordinator

  • 2009 - 2012



Campus Party México

• Production Organizer

  • Feb 2011 - Aug 2011