Maria Eugenia Cohen

Customer Experience Lead at ADEN University
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Contact Information
us****@****om
(386) 825-5501
Location
Medellín, Antioquia, Colombia, CO
Languages
  • Inglés Professional working proficiency
  • Italiano Limited working proficiency
Skills

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María Teresa Bistué

María Eugenia es una persona con motor propio. Siempre buscando superarse y con una gran actitud de servicio. Brillará siempre en lo que haga.

Jessica Pineda Buitrago

Maria Eugenia es una profesional que se caracteriza por su amplia capacidad de análisis y negociación, lo que le permite crear experiencia a usuarios exitosas lo que a su vez le permite fidelizar clientes potenciales, la recomiendo ampliamente.

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Credentials

  • ACDX - Advance Customer Experience Certification
    CX Latam Institute
    Sep, 2021
    - Nov, 2024
  • Specialization in Management Skills
    The George Washington University
    Aug, 2018
    - Nov, 2024

Experience

  • ADEN University
    • United States
    • Education Administration Programs
    • 1 - 100 Employee
    • Customer Experience Lead
      • Jan 2020 - Present

      Responsibilities: - Develop, coordinate and lead inductions for new users to the university, in order to implement an onboarding that allows them a better integration with the institution. - Create and analyze surveys through Responster tool, with different approaches to measure user satisfaction with each of the areas, seeking to detect opportunities for improvement. - Lead improvement committees with those in charge of each of the areas, presenting and analyzing critical cases, survey results, applying improvement strategies that allow to retain and build user loyalty. Achievements: - I obtained an average NPS in the inductions of 85.00, achieving that new users adapt optimally to their program, decreasing the dropout rate by more than 20%. - I implemented multi-channel communication campaigns with users, which resulted in a 90% re-enrollment rate, achieving a retention rate of 88%. - I optimized the user experience processes by 40%, data obtained by comparing the old processes with the optimized processes, through the implementation of different strategies such as employee training and timely detection of opportunities for improvement. Show less

  • Aden Business School
    • Argentina
    • Higher Education
    • 400 - 500 Employee
    • Customer Experience Manager
      • Jan 2017 - Dec 2019

      Responsibilities:- Lead and implement trainings for the commercial team and Academic Advisors, thus achieving that the university staff is kept up to date in each of the fundamental processes for customer satisfaction.- Determine indicators of the service and permanence team and follow up on them, in order to measure results. Also coordinate and accompany the resolution of sensitive cases presented by users. - Develop and execute strategies such as: motivational campaigns, spaces for the correct adaptation to the chosen mode of study, in order to improve the experience and increase the permanence rate of users.Achievements:- I achieved a permanence rate of 80%, through retention strategies implemented, such as personalization in the treatment of the user after identifying customer archetypes, optimizing the use of communication channels, and offering loyalty programs.- I increased the level of satisfaction of 20% of the users with the programs they were enrolled in, since the processes and the treatment of the user were optimized.- I solved 100% of the users complex cases, thanks to the ability to understand the situation and subsequent negotiation with the areas involved. Show less

    • Academic Advisor
      • Mar 2016 - Dec 2016

      Responsibilities:- Accompany the user throughout their life cycle, during their onboarding process, login to the platform, completion of the course and sending of certificate.- Verify user activity, send satisfaction surveys, execute strategies developed by the experience leader, in order to increase customer retention.- Conduct meetings to publicize all academic procedures of the organization, developed in the user manual.Achievements:- I obtained an NPS Indicator of 92.54, with the attention provided to users. Data obtained from the bimonthly customer satisfaction survey.- I achieved that 90% of the students that I accompanied, finished all the chosen program, by means of motivation, accompaniment and assistance. Show less

    • Sales executive
      • Jan 2015 - Mar 2016

      Responsibilities:- Develop sales of ADEN's executive programs by prospecting, preparing and presenting commercial proposals, following up and closing sales.- Generate a quality service to customers, providing information on activities, new programs, promotions and advising them in identifying situations and resolving doubts.- Research and analyze market information (companies and senior management), as well as potential customers and competitor activities. Achievements:- I achieved 100% monthly compliance with sales goals. During the first six months I had a sales goal of 10000 USD monthly.- I obtained 100% in customer satisfaction surveys during the purchase process, providing quality service and resolution of their concerns. Show less

Education

  • ADEN University
    Licenciatura, Administración y gestión de empresas, general
    2019 - 2022
  • Universidad FASTA
    Licenciatura, Administración y gestión de empresas, general
    2015 - 2017

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