Customer Experience and Guest Relations Manager

Led a seven-person Customer Experience team for a Peruvian animal health, nutrition, and agriculture company. Defined service standards and designed customer-centric models, protocols, and key customer touchpoints to strengthen satisfaction, loyalty, and service consistency.

Managed high-priority cases, customer complaints, and service recovery processes in coordination with Commercial, Operations, and Logistics teams. Led the evaluation of CRM solutions to improve customer visibility, process traceability, and service management.

Managed IRMA, a digital communications platform supporting email, SMS, and WhatsApp interactions. Ensured a consistent, customer-centered experience across digital service operations.

Partnered with UX/UI, Technology, Operations, and business stakeholders to translate customer and business needs into product enhancements. Monitored platform performance and drove continuous improvements while maintaining effectiveness above 98.5%.

Led contact center, vaccination center, and customer service teams for a specialty pharmacy and international vaccination center. Designed and executed customer experience strategy across in-person, digital, home-delivery, and corporate service channels.

Used NPS, CSAT, retention, arrears, and returns data to redesign customer journeys and prioritize improvements. Managed complex cases and implemented patient-support and personalized-service initiatives, achieving 85% NPS, 75% annual CSAT, a repeat-customer increase from 50% to 54%, and 20% growth through corporate vaccination and home-service initiatives.

Designed, sold, and managed end-to-end travel experiences for individual and corporate clients at a boutique travel agency. Specialized in tailor-made luxury vacations, honeymoons, and corporate incentive travel.

Translated traveler preferences, expectations, and budgets into personalized itineraries. Delivered relationship-led service from initial consultation through in-trip support and post-travel follow-up, increasing repeat-customer rates by 20% while maintaining NPS above 80%.

Developed data-driven commercial initiatives using business intelligence and customer insights to support sales teams and key-account management in a staffing, outsourcing, and workforce-training organization.

Analyzed commercial KPIs, prepared management reports, and trained sales teams on CRM usage. Supported the implementation of Microsoft Dynamics and the subsequent migration to Salesforce.

Course in Agile Methodologies.

Completed Strategic Thinking for the CXO program.

Postgraduate Diploma in Relationship Marketing and CRM.

Bachelor's Degree in Tourism Administration.