Natalia Osses

Experience

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  Entel

  Feb 2017 - Aug 2017

  Digital Transformation Project Manager

  Providing services as a consultant in the Customer Satisfaction Management of the Vice Presidency of Entel Corporations; Participation in the OPTIMUS project, which aims to improve the customer experience in the corporate market through multiple points of contact with the company. I was involved in the development of projects to enhance the digital experience of customers. My responsibilities included:Supporting various customer experience teams in the design and implementation of their digital initiatives. Developing a digital design framework to plan processes with a strategic digital perspective. Creating a new methodology to elevate the user's voice through digital tools, in the right context and at the right time. Promoting initiatives where data can be collected to support decisions and be proactive in the relationship with the customer/user. Designing KPIs to understand the real impact and areas for improvement of the different applications used, and the customer's perception of their digital relationship with the company. Driving the implementation of digital self-service tools such as intelligent service bots and self-guided tutorials. Show less

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  Falabella Retail S.A

  Aug 2017 - Mar 2024

  Cross-functional leader in the Sellout area within the e-commerce management team at Falabella Retail. My responsibilities include:Leading content initiatives and product search strategies to establish Falabella Retail as the top seller on the Falabella.com marketplace.Analyzing customer data such as sales behavior and navigation patterns within the Falabella Retail online store.Identifying insights from product search and navigation to enhance the visibility of Falabella Retail products on Falabella.com.Supporting the Content, Findability, and Omnichannel teams in mapping out business processes, measuring KPIs, and implementing digital initiatives to improve user experience.Continuously improving the processes for managing and publishing products.Conducting analyses of customer navigation data about the experience provided on the company's website for major events like Cyber Day, Cyber Monday, and Black Friday.Exploring tools and new technologies to automate processes and expedite the discovery of insights for user experience enhancements on the website navigation. Show less Operations and Systems Management Leader in the Ecommerce Operations Management at Falabella Retail Chile. My responsibilities included:Collaborating with system, support, development, and corporate operations teams, providing a comprehensive perspective and making them aware of business needs.Creating visibility for end-to-end control of all transactional flows, accurately identifying improvement opportunities, and coordinating the implementation of fundamental solutions that enable business growth.Ensuring daily operational and systemic continuity of the Falabella.com site.Managing, in conjunction with Logistics and Customer Service, errors in transactional and systemic flows that lead to customer complaints.Handling key performance indicators such as the time between sale and billing, and promised delivery times, among others, and presenting them to the General Management.Coordinating commercial events (cyber day) at an operational and performance level with other areas.Supporting development teams in the launch of new features on the Falabella.com site. Show less Digital Channels Project Leader in the Corporate IT Projects Management at Falabella. I participated in the surveying and implementation of projects impacting the logistics & e-commerce areas of Falabella. My responsibilities included:Directly negotiating with clients and translating their needs into a technically and economically viable project.Clearly understanding the technical scope and objectives of the project, involving all participants, and ensuring its technical feasibility.Ensuring the deliverables meet the quality standards requested by the business.Managing the budget for each project and ensuring timely and quality compliance.Managing teams composed of analysts, programmers, consultants, and external service providers.Establishing fluid communication among team members involved in the project and providing visibility to stakeholders. Show less rtificial Intelligence Product Owner in Artificial Intelligence Management at Falabella Retail. I was involved in strategic projects aimed at improving internal processes, omnichannel, and digital customer experience through agile methodology and technologies related to artificial intelligence. My responsibilities included:Defining, prioritizing, and implementing initiatives for Artificial Intelligence projects.Implementing an intelligent virtual assistant to resolve customer inquiries.Implementing image recognition and security projects for e-commerce publishing processes and security cameras in stores.Applying cross-company robotic process automation (RPA) integrated with natural language engines to optimize response times to external customers.Generating KPIs to visualize the impact of different initiatives across various areas of Falabella (Chile, Colombia, and Peru) and proposing improvement plans.Driving initiatives to support the company's omnichannel strategy through digital customer touchpoints.Managing the budget for each initiative and evaluating its impact in terms of costs, operational efficiency, and customer experience.Supporting artificial intelligence initiatives in Falabella's e-commerce areas.Assisting in the implementation of an agile framework across the company. Show less

  • SellOut Leader

    Apr 2023 - Mar 2024

  • Operations and Systems Management Leader

    Dec 2020 - Apr 2023

  • Digital Channel Project Leader

    Aug 2019 - Dec 2020

  • Artificial Intelligence Product Owner

    Aug 2017 - Aug 2019
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  Profesional independiente

  Apr 2024 - now

  Consultor StartUp