David Rojas

Experience

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  Convergys

  Feb 2010 - Jan 2011

  E-Care Customer Service Agent

  Ability to understand specific customer requirements in financial, technical support and sales aspects, providing personalized solutions based on particular needs.Clients had a 95% satisfaction rate in solving their requirements.Contributed to increase team sales by 25%.

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  American Airlines

  Feb 2011 - Jul 2015

  Passenger Service and Ticketing

  Lead teams under pressure and solving problems in an environment that implies variability in daily operations. Continuous improvement in the customer experience and quality of the service. • Training among co-workers related with the operating systems during a merger with USAirways.• Reduction of the learning curve (25%) and training costs (15%) during merger.• Improvement of the average performance of the collaborators (20%) through new metrics.

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  INCAE Business School

  Feb 2016 - Jun 2016

  Junior Researcher

  Applied research related with sustainable agriculture, social progress, tourism and local governments. Offering innovative recommendations and strategies according context and opportunities of each country. • Analysis and publication of the results of the Social Progress Index 2016.• Research on the linkages of Costa Rica´s tourism.

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  Incae Business School

  Jun 2017 - Nov 2020

  Strategic account manager of B2B solutions for large enterprises in LATAM. Private consultant in charge of research and design of customer learning solutions. Project manager of each program prospected and sold. Lead and coordinate people from marketing, business operations, program coordinator, finance, logistics and legal for the successful delivery of results and the customer experience. • Targeted marketing campaigns allowed 50% growth of new key accounts from health, energy, technology and services industry. • Systematic follow up with customers to identify new opportunities and build strong relationships allowed 25% increase in customer spending average.• Project Leader of the design and deploy of B2B commercial unit dashboard, using Salesforce, Power BI and real-time analytics, reducing the time creating reports in 75%. Show less Development of consulting and research projects were integral analysis of performance metrics in economic, social and environmental issues. Therefore, improving the business intelligence and competitiveness in important sectors using data and evidence.• Research of the value chain of Tourism and Medical Device sector in Costa Rica.• Development of the 2022 action plan for the Municipality of Alajuela.• Market research of 6 countries: Chile, Paraguay, Bolivia, Uruguay, Ecuador and Perú. Show less

  • Director Corporate Programs

    Mar 2018 - Nov 2020

  • Researcher and Consultant

    Jun 2017 - Mar 2018
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  Garantías Comunitarias Grupo S. A.

  Jan 2021 - May 2021

  External Commercial Consultant

  Strategic consultant for the positioning and penetration of financial and risk services in Costa Rica.• Marketing analysis and research, stakeholder mapping and relevant legislation.• Design of the penetration strategy.

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  BAC

  May 2021 - now

  Lead the Product team to ensure, improve, and innovate the value proposition with products and experiences for all stages of the customer journey.-Responsible for the strategy, development, and launch of new digital products.-Implement initiatives that optimize the user experience and increase engagement.-Use data and analytics to measure the impact of initiatives and make strategic decisions. Design and implementation of digital product strategies for the segments of the company. Creation of the strategy, digital flow and monitoring of the pipeline for the correct execution and control of results.• Leadership of the Digital Sales team.• Design and implementation of KASH Digital Strategy, achieving 100% of 2022 goal.• Achievement of 100% sales goals and team closing rate.

  • Product Leader

    Mar 2024 - now

  • Digital Strategy Specialist

    May 2021 - Mar 2024