Duncan Axel Castillo

Experience

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  The Anglo

  Sept 2016 - Feb 2020

  English Teacher

  • Teach general English and English for Business.• Obtained a full-paid scholarship to take the Teacher Training Course and The Teacher’s Development Course. • I was one of the youngest people awarded with the scholarship and to obtain the degree ofteaching technician.

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  PELT - Profesionales en Logística y Transporte

  Jun 2017 - Nov 2017

  Junior Consultant

  • Support a start-up 3PL logistics company on its first implementation phase.• Office management including: ordering an trace of supplies, managing utilities, customerservice and human capital administration.• Creation and elaboration of procedure manuals to have well-trained personnel to be able todeliver an outstanding service.

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  DHL Supply Chain

  Aug 2019 - Jul 2021

  • Analysis of information given by customers to get a clear panorama of the new project.• Costs and resources modelling based on the data provided.• Supervision of the implementation and support of the design when a contract is awarded.• Direct communication with customers to give support and request information.• Follow-up of suppliers and operational activities in order to meet according go-live dates. Achievements:• Renewal agreements with 2 customers thanks to the redesign of the operation, head count and processes.• Redesign of 2 business units achieving a 10% on savings for the customer and 25% of internal profit. • Distinguished as a Role Model (highest grade) in the 2020 Leadership Evaluation. Show less • 5 supervisors and 25 operational staff on direct reporting.• Administrate and supervise warehouse operations, relations & negotiations with suppliers,customer service, transport planning and new business project development.• Correct resource planning (transport, inventory and personnel).• Direct contact with customers in order tosatisfy their business needs and achieve business growth.• Implementation and follow-up of new projects with all the areas immerse on it.Achievements:• Maintained contractual KPI’s above 99%.• Designed and awarded a project that gives 1.5 M MXP of annual revenue.• 1st trainee to get a supervision role. Show less

  • Operations Engineering Supervisor

    Dec 2020 - Jul 2021

  • Trainee

    Aug 2019 - Dec 2020
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  Ipsos

  Jul 2021 - Feb 2024

  • Led cross-functional projects in qualitative, quantitative, behavioral science, and neuromarketing with a focus on Experience Management (XM).• Coordinated and managed the implementation of cutting-edge technologies in Mexico, including Medallia, Qualtrics, and Question Pro to enhance client insights and operational efficiency.• Spearheaded key international projects such as Global Voices of Experience and CX Lens in Mexico, driving alignment with global experience standards.• Developed and mentored a team of 5 analysts, overseeing their professional growth through structured development plans, training programs, and immersive learning experiences.• Drove revenue growth by generating new proposals and executing up-selling strategies for existing clients.• Actively contributed as part of the Junior Board and ESG committee, influencing key business decisions and sustainability initiatives.Achievements:• Development and implementation of the onboarding and stay process for employees in CX Mexico.• First EX Tech implementation in Mexico. • Being recognized as the first person to handle a case in which EX:CX converged and lead to better results in ROCXI.• Responsible of the biggest business unit in Customer Experience Service Line (18 M MXP annually).• Up sales with current clients valued in 2 M MXP.• Winner of the Ipsos’ Tier 2 ROCXI Awards 2023 (global). Show less • Leader of qualitative, quantitative and neuromarketing Customer/Employee Experience projects.• Coordination and support in projects related to loyalty programs in Mexico and LatAm.• Direct communication with customers to give information towards projects and new ideas toenrich current proposals.• Member of the Junior Board in Mexico. • ESG (Environmental, Social & Governance) Committee member. • Champion of Neuromarketing and Behavioral Science projects in CX Mexico.Achievements:• Being recognized as the person who has broad knowledge in loyalty programs to bring supportto this projects in Mexico.• Responsible of the biggest business unit in Customer Experience Service Line. Show less • Leader of qualitative, quantitative and neuromarketing Customer Experience projects especialized in insurance and retail sectors.• Analysis of information given by contact centers to give a clear panorama of the position ofthe business to the clients (NPS & NSS).• Elaboration of topic guides, questionaries and results presentations.Achievements:• In charge of projects that have to be coordinated across different departments and countries.• First team to realize a Project mixing Brand Health and Customer Experience in LatAm. Show less

  • Senior Project Manager

    May 2023 - Feb 2024

  • Project Manager

    May 2022 - Apr 2023

  • Senior Project Leader

    Apr 2022 - Apr 2022

  • Project Leader

    Jul 2021 - Mar 2022
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  Tecnológico de Monterrey

  Jan 2024 - now

  University Lecturer

  I specialize in teaching courses that blend market research, neuromarketing, behavioral science, and experiential marketing with a strong emphasis on entrepreneurial thinking. My teaching approach encourages students to harness data-driven insights and consumer psychology to develop innovative business solutions and drive successful ventures. My current teaching responsibilities include:• Market Research: Equipping future entrepreneurs with the skills to conduct effective market research, identify opportunities, and make data-driven business decisions.• Qualitative and Quantitative Methodologies: Training students to apply research techniques that inform product development, market entry strategies, and entrepreneurial ventures.• Neuromarketing: Exploring how understanding consumer behavior on a neurological level can enhance product innovation and marketing effectiveness.• Behavioral Science: Helping students apply behavioral psychology to develop business models and marketing strategies that align with customer needs.• Experiential Marketing: Guiding students in creating engaging brand experiences that foster loyalty and growth, crucial for startups.• Experience Management (XM): Teaching how to design customer-centric experiences that enhance brand value and business scalability.• Data Analysis: Providing future business leaders with the analytical tools necessary to interpret data and use it for entrepreneurial decision-making.My role involves mentoring students on entrepreneurial thinking, helping them translate innovative ideas into viable business models, and fostering the skills necessary for launching and scaling businesses. Show less

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  Appinio

  Mar 2024 - Aug 2024

  Customer Success Manager

  • Foster long-term client relationships by delivering personalized support and strategic guidance, ensuring they achieve their goals by fully leveraging the platform's capabilities.• Lead regional growth initiatives and develop strategic plans to drive success across the Latin American market.• Represented the company at industry events and expos across the LATAM region, promoting the platform, engaging with current clients, and prospecting new business opportunities.Achievements:• Boosted NPS by 25 points, achieving an exceptional score of 95, and elevated CSAT to an impressive 98.• Increased sales by 33% within key accounts through targeted strategies and relationship building.• Secured additional revenue streams through successful cross-selling and up-selling efforts with existing clients. Show less

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  UNIR

  May 2024 - now

  Postgraduate Lecturer

  I teach two core subjects within the Master's Degree in Neuromarketing, focusing on both foundational theory and practical applications:• Neuroscience and Marketing (Introductory Course): This course introduces students to the fascinating connection between neuroscience and marketing, using real-world cases to help them understand and predict consumer behavior. We explore how emotional and sensory processes influence purchasing decisions, laying the groundwork for developing innovative marketing strategies.• Applied Neuromarketing (Advanced Course): In this advanced course, students apply neuromarketing concepts to real business challenges, gaining hands-on experience with specialized methodologies. They learn to analyze consumer behavior data and integrate these insights into effective marketing campaigns.Through both courses, I aim to provide students with a deep understanding of how neuroscience principles can be leveraged to enhance marketing strategies and drive measurable outcomes. Show less

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  Universidad Panamericana

  Jun 2024 - now

  University Lecturer

  I teach a range of courses that focus on developing strategic thinking in the areas of market research, neuromarketing, behavioral science, and experiential marketing. I help students build the critical thinking and analytical skills needed to navigate complex business environments and craft strategies that drive organizational success. My teaching responsibilities include:• Market Research: Training students to leverage research insights for strategic decision-making in areas like market entry, product positioning, and competitive analysis.• Qualitative and Quantitative Methodologies: Teaching how to use research to inform strategic planning, risk mitigation, and long-term business growth.• Neuromarketing: Providing insights into consumer psychology and how it can inform strategic marketing decisions that maximize ROI.• Behavioral Science: Helping students apply behavioral science principles to anticipate market trends and adapt strategies to changing consumer behaviors.• Experiential Marketing: Instructing on how to design impactful customer experiences that align with an organization’s broader strategic goals.• Experience Management (XM): Teaching how to manage and optimize customer experiences as a key element of a broader business strategy.• Data Analysis: Equipping students with the ability to analyze and interpret data to inform strategic planning and performance optimization.In this role, I focus on cultivating strategic thinking skills, enabling students to apply research and analysis to solve complex business problems and make informed decisions that lead to long-term success. Show less

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  BeWay Consulting

  Sept 2024 - now

  Behavioral Consultant