Carmen Minaya

Experience

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  Signal Transformer

  Jul 1999 - Mar 2001

  Quality Assurance Engineer

  Supervised a team of 12 Quality Assurance inspectorso Design, deploy and update quality procedureso Conduct malfunctions root cause analysis and propose improvementso Put in place poka-yoke or "mistake-proofing" mechanisms aiming at proactively avoiding assembly errors in the production line

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  Esso Standard Oil S.A. Limited

  Sept 2005 - Sept 2006

  Business Analyst

  Analyst for Sales, Finance, Asset Management and HR departments.o Workforce management for service stations(staffing and schedule planning), P&L monthly preparation for owned service stations, service station activities reporting.o Covered the maternity leave of the Head of Treasury for 3.5 months: economic indicators monitoring, approved all authorisations for money movements, controlled and validated refinery nationwide gas invoices.o Conducted a best practice benchmarking of new hire onboarding and integration for HRo Fixed asset verification for all gas service stations in Dominican Republic and Jamaica Show less

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  Nestlé

  Sept 2006 - May 2007

  Technical & Production Roles and Data Link- GLOBE project

  Contribution to SAP manufacturing execution implementation in Nestle Caribbean factories (GLOBE project). Main responsibilities:o Mapping roles (access to system features and information) for the Technical and Production department in the Caribbean region. o Project risk management: risks matrix coordination and communication across different units.

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  Orange

  Jun 2007 - Sept 2019

  Focus on the success of local CEM projects in MEA countries through the provision and supervision of corporate resources to ensure the right level of support.Rolled out CEM solution for Orange Maroc in 7 months (versus 18 months for other CEM projects) with measured benefits in the mobile technical complaint resolution process.o 97% of technical complaints related to connectivity were addressed by the technical support team versus 85% before CEM.o Gained 40% on network complaint processing time and created a 2-minute reduction of Average Handling Time (AHT). Show less Comprehended and diffused tools, methods, training, and coaching to support Orange France marketing managers (300 employees) to devise value propositions and exemplary customer experience for every offer launched for the residential market. Facilitated customer experience definition for new offers, products, and services through expertise sharing. Assisted marketing managers and cross-functional teams to apply design thinking methods and tools (business model canvas, value proposition design, and customer journeys mapping) in Agile and non-Agile product launch projects. Engineered and established a brief validation process to systematically support marketing managers to define target customer experience of new offers/products from the product launch process starting point.o Studied target journeys of 189 project briefs, delivered coaching for 56 marketing projects to help articulate customer experiences, and positive trend of briefs contained target experience objectives from 62% in the 1st semester of 2015 to 92% in the 2nd semester of 2015. Delivered coaching for nine Agile projects with design thinking to develop new offers value propositions and target customer journeys. Show less Helped organizational countries with establishing projects to augment customer journeys and support outline of customer experience strategy to develop value through customer satisfaction. Performed three customer journey improvement projects and four target customer experience definition projects for new offers. Provided coaching in five countries to study and enhance journeys to solve current customer issues and develop new customer journeys for new products and services for the residential market (Spain, Dominican Republic, Romania, Morocco, and Senegal). Conducted complaint management process review for Egypt and internal benchmark of plan subscription termination customer journey with seven group countries (France, Spain, Portugal, Belgium, Romania, Poland, and the Dominican Republic). Show less Orchestrated team of 25 employees (10 direct reports and 15 indirect reports through Senior Manager) while administering 4 contact center processes, quality monitoring, customer experience enhancement, workforce management, and customer service performance KPIs reporting. Recipient of Recognition Prize in 2012 for contributions to customer experience improvement made to Orange Dominicana from 2007 to 2012. PMO of Customer Service Department projects and single point of contact with the Technical Department for project reporting and actions follow-up. o Orange Group’s “Customer Experience Acceleration Program” with focus on achieving the highest NPS score in Dominican mobile market. Defined and inaugurated total company customer experience improvement program achieving the best NPS score in the Dominican market and European Orange Group countries in 2011 (70% for pre-paid plans and 61% for post-paid plans). Project managed different activities to augment customer experience in tandem with Orange Group for implementation, internal communication, and reporting. Show less

  • Customer Experience Management Program – CEM Senior Project Manager for MEA

    Jan 2018 - Sept 2019

  • Customer Experience Design Senior Manager

    Jul 2014 - Dec 2017

  • Customer Experience Country Support for EMEA – Consultant

    Oct 2012 - Jun 2014

  • Customer Operations Excellence Director (Dominican Republic)

    Feb 2009 - Sept 2012

  • Back Office Senior Manager

    Jun 2007 - Jan 2009
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  Data.ai

  Oct 2019 - May 2020

  Senior Customer Success Manager for EMEA

  Responsible for a strategic customer portfolio including leading brands in different verticals (Retail, Media, Sports, Luxury, Health) in the South Western Europe region. Working closely with product, marketing and M&A teams to strengthen data driven decision making for their mobile strategy with the use of App Annie market data.

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  Orange Business

  Nov 2020 - now

  Manager Offre Omnicanalité et relation clients - Omnichannel CX Manager

  Responsible for leading omnichannel customer experience & digital transformation projects for our clients.