Career developed over the last twenty years in different business areas and market segments.
Entrepreneur and expert in project management with multidisciplinary teams and strong culture in Customer Experience.
Extensive experience in the leadership of the implementation of processes and technologies of CX, CRM, Inbound Marketing, Storytelling, and Customer Service to improve sales and customer experience.
Management of KPIs such as NPS, CAC, CSAT, Average Resolution Time, Churn, Customer Lifetime Value, First Contact Resolution, Customer Effort Score, Average Revenue per Customer, Customer Retention Rate, Up- Rate Sell and Cross-Sell