Customer Experience & Transformation Leader

Led an end-to-end assessment of the institutional service model and identified 23 critical findings affecting student retention.

Redesigned the service model using international customer experience standards, creating a scalable framework for three schools. Developed eight institutional customer journey maps, identified 47 pain points, prioritized 12 quick wins, and delivered a pilot that increased student satisfaction from 6.8 to 7.8 in four months.

Standardized 23 customer service protocols and redesigned eight critical management processes, eliminating 40% of rework.

Deployed the service model to 957 employees across 15 locations through a three-month, 120-hour training program. Achieved 99.8% sustained PQRS improvement for 10 consecutive months and improved complaint-quality performance by 98%, reducing annual operating costs by more than COP 150 million.

Managed corporate sales activities and developed strategic accounts and C-level relationships.

Increased annual revenue by 10% through strategic account development and commercial relationship management.

Integrated customer loyalty initiatives into the commercial strategy and managed sales growth activities.

Achieved 110% of sales budget for three consecutive years, acquired more than 20 new clients, and grew strategic product lines by 15%.

Designed and implemented organizational change strategies using Prosci ADKAR, Kotter 8-Step, and Change Management CMP methodologies.

Facilitated cultural transformation programs for organizations including IA Energia, Sas Tecnologia, and Platin Flower. Impacted more than 550 employees, increased organizational commitment from 6.2 to 7.9, reduced resistance to change by 60%, and improved operational implementation effectiveness from 45% to 92%.

Managed a portfolio of major corporate accounts in Colombia and Ecuador, including Zenú, Alpina, Alquería, and Colanta, with annual billing of USD 8 million.

Improved NPS by 5%, increased CSAT to 88%, and reduced response times for critical cases from 48 to 15 hours. Designed a Food & Beverage customer journey map, led SAP Sales module implementation in Colombia and Mexico, and integrated commercial processes with customer experience initiatives.

Postgraduate program in Service Management.

Undergraduate degree in Economics.

Advanced Customer Experience certification.

AI Value Intelligence Executive Forum focused on artificial intelligence in customer experience.

Change Management Practitioner certification.

Executive program in marketing strategy, execution, and customer relationship management.