Especialista Senior en Experiencia del Cliente (CX) y Soporte Digital

Led participant management across digital channels, including WhatsApp Business, live chat, and email, delivering responsive support throughout the customer experience.

Increased the recurring customer base by 40% through post-sales loyalty strategies and achieved a 95% user satisfaction score in post-experience surveys. Designed more than 30 customized workshops and executed email marketing campaigns to retain contacts.

Managed the end-to-end customer lifecycle, from first contact through commercial closing and post-sales support. Supported customer interactions through optimized digital service processes.

Designed and optimized ManyChat flows, reducing average response time by 40% and contributing to a 25% increase in sales closures during the first month of implementation. Monitored automated flow performance to balance bot automation with human intervention.

Managed and retained a portfolio of more than 300 priority commercial partners on the platform, focusing on account engagement, service quality, and long-term permanence.

Increased the portfolio retention and loyalty rate by 15% over six months. Monitored account KPIs and behavioral data using Zoho CRM, Slack, and Power BI.

Managed communication channels and consultative sales interactions with educational institution leaders through email and chat. Provided personalized follow-up to support institutional relationships and sales opportunities.

Segmented and tracked a digital database of more than 2,000 records. Coordinated executive schedules and created visual support materials for solution presentations.

Designed and coordinated the organization’s overall customer service, support, and customer retention strategy. Led initiatives to strengthen service quality and customer relationships.

Implemented a loyalty program that increased customer retention by 35% in its first year. Systematized databases, analyzed customer experience indicators, and led training for commercial teams.

Academic training in Social Communication.

Diploma or certification in Digital Marketing.

Training in writing, editing, and customer service through chat.

Training in customer service and marketing.

Training in copywriting.

Training in expressive resources.