Customer Experience Manager

Lead customer experience management for sales and after-sales areas, acting as the voice of the customer and collaborating with General Management to translate feedback into continuous improvement initiatives. Manage VOC through Medallia, conduct trend analysis and root cause identification, present executive results, and lead follow-up meetings. Designed service recovery protocols, survey participation strategies, and the annual training matrix. Achievements include improving VOC, reducing CAC cases, and achieving first place in training compliance.

Managed strategic accounts in the automotive sector, coordinated internal teams, monitored service indicators, and strengthened the B2B customer experience through communication and continuous improvement. Served as liaison between clients and operational areas, followed up on incidents and requirements, and supported initiatives to improve operational efficiency and customer satisfaction.

Managed the full B2C sales cycle from prospecting to closing and after-sales follow-up. Developed prospecting, loyalty, and retention strategies, provided personalized advisory during the vehicle purchase process, and consistently achieved monthly sales targets through consultative selling and pipeline management.

Industrial Engineering degree.