Experience

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  Organización carvajal

  Jan 2016 - Jul 2016

  Marketing intern

  - Lead market research for the implementation and development of a new digital product.- Creation of content for a website dedicated to teachers and parents.- Support implementation of digital campaigns- Analysis of information

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  Avianca

  May 2017 - Nov 2020

  Customer experience analyst

  Evaluation, analysis and management of requirements by VIP users. Review and construction of responses to requests by regulatory entities. Identify breakpoints within the customer journey. Development of action plans to improve service quality.

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  Ifood colombia

  Jan 2021 - Nov 2022

  Understanding the company's product market fit and creating acquisition strategies in order to acquire the desired user profile, and managing the retention of new users through the development of acquisition strategies. Lead the advertising strategy for the different stake holders, optimizing costs, CPA, CPI and retention of new users. Design and implement the communication strategy. Execution of tests and segmentation in order toeffectively reach the objectives. Provide visibility of the metrics and KPIs to the team to align strategies and develop new plans. Track the main metrics to identify opportunities and stoppers in the different steps of the funnel. Domicilios.com Analysis and development of strategies for; user retention, frequency, user acquisition, promotionstrategies. Budget control and distribution.

  • Growth Sr. PERFORMANCE ANALYST

    Aug 2022 - Nov 2022

  • Growth Sr. CRM Analyst

    Aug 2021 - Oct 2022

  • Growth CRM Analyst

    Jan 2021 - Aug 2021
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  Bnp paribas cardif

  Nov 2022 - Dec 2024

  - Led strategic sessions with teams of over 10 members, creating and implementing a methodology for monitoring KPIs and individual performance, optimizing field strategy execution and increasing the productivity of the sales force by up to 5 percentage points for specific business partners.- Drove commercial growth by opening new sales channels, including physical stores, telemarketing, and WhatsApp, aligned with business needs. Implemented training, support, and mobilization strategies, achieving up to 105% premium compliance with specific partners.- Collaborated with cross-functional teams to develop initiatives that enhanced the end-to-end customer experience, strengthening sales and retention processes while ensuring a friendly and transparent interaction for the end customer. Show less - Led key initiatives, such as brand/partnership redesigns, improvements in the digital sales experience, and new product portfolio launches, managing the entire process from conceptualization to implementation and follow-up. Collaborated closely with strategic stakeholders to align expectations, goals, and outcomes, ensuring a positive and sustainable impact.- Facilitated strategic dialogue spaces with business partners and acted as an intermediary between the commercial area and technical teams, ensuring the alignment of objectives, the creation of initiatives, and their proper implementation, all through agile methodologies and effective communication. Show less Enhance user experience by implementing technological improvements across customer journey touchpoints, minimizing errors, ensuring operational efficiency, and driving client acquisition and retention. Serve as the intermediary between stakeholders and technology teams, facilitating seamless communication and collaboration. Prioritize understanding client and stakeholder needs to foster cooperation and growth through effective communication. Specialize in developing personalized customer journeys and leading digital campaigns, ensuring a holistic approach to designing and implementing personalized and effective Customer Experience (CX). Show less

  • Key Account Manager

    Aug 2024 - Dec 2024

  • Partnership and CX Manager

    Feb 2024 - Aug 2024

  • Jr. Growth Manager

    Nov 2022 - Jan 2024
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  Sbs seguros colombia s.a.

  Jan 2025 - now

  Commercial director