Rodrigo Edwards S.

Experience

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  Principal Financial Group

  Sept 2004 - Sept 2006

  Account Manager

  The Principal Financial Group® (The Principal®) is a retirement and global Investment management leader.• Reporting to the Sales and Marketing Manager• Leading the creation and responsible of overall operations of the “High net worth Individuals” department.• Advised over 100 regular clients with investments starting at USD 100.000 each.• Leading, developing and deploying customer-led growth strategies and client retention initiatives.

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  Universidad del Desarrollo

  Sept 2008 - Aug 2012

  UDD is one of the top three prestigious private universities in Chile rated one of the best in Latin America for one of its main facets: entrepreneurship.• Reporting to the Dean of the Faculty of Business Administration • Leading the undergraduate business program with over 1.000 students and 65 faculty members.• Developed innovative programs through applying experiential learning programs to foster student relations with the private, nonprofit and governmental organizations.• Leading a team of eight executives, we achieved an increase of 30% in student applications over the previous year by putting into practice a successful training plan and customer service experience initiatives. عرض أقل

  • Professor of Experiential Learning (Faculty of Business Administration)

    Oct 2010 - Aug 2012

  • Business Program Director

    Sept 2008 - Sept 2010
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  ICARE Chile

  Sept 2010 - Jun 2012

  Business Development Manager

  ICARE is the leading business community in Chile.• Reporting to the Chief Executive Officer • Appointed as the Board of Director's secretary• Developed networking programs with C-level executives of the leading organizations in Chile.• Responsible for developing international programs and memorandums of understandings with business communities in USA, Europe and Latin America.• Organized over 50 major events and business conferences, overseeing program contents, financial management and planning, international and national speakers, technology applications, etc.• Achieved an increase of 100% in total audience over the previous year by implementing ICARE’s new digital strategy and building successful external relations with key groups and individuals. عرض أقل

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  Willis Towers Watson

  Jun 2012 - Oct 2014

  Appointed as Customer Experience Manager in 2013 to establish a customer-centric culture.• Managed to increase NPS (Net Promoter Score) results 9X since our first launch in 2011 increasing the firm's revenue growth. NPS 2011=6.7 ; NPS 2012=25.8 and NPS 2013=60.5 • Increased retention rates from 85% in 2011 up to 89% in 2012 and 91% in 2013 by successfully implementing customer service experience initiatives. Willis Group Holdings plc is a leading global risk advisor, insurance and reinsurance broker.• Reporting to the Chief Executive Officer• Assist the CEO with market intelligence and performance management control reports ensuring Willis best content and practices are consistently delivered to all defining clients and prospects.• Oversee the entire activities of Sales and Marketing reporting on a weekly basis to the team in Sao Paulo and London (headquarters).

  • Customer Experience & NPS Programme Director

    Jul 2013 - Oct 2014

  • Sales and Marketing Manager

    Jun 2012 - Jun 2013
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  Loyalty Metrics

  Oct 2014 - now

  Founder

  Loyalty Metrics is a Customer Experience Management consulting and training firm specialized in Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS).We help organizations to;- Listen to customers and employees in real time- Measure how well you are delivering; - Provide action and follow up tools- Drive profitable and sustainable growthwww.loyaltymetrics.cl

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  Customer Institute

  Sept 2019 - now

  Director Customer Institute

  The Customer Institute is an independent global organization setting gold standards as well as enabling and recognizing excellence in customer-centricity. Experts, practitioners, authors, and educators from the field of customer centricity make up our board of directors. Welcome to www.customer-institute.org