Gime

Contributed to agile environments within the FARECO team, focusing on customer experience in core business processes with an end-to-end perspective. Actively participated in the analysis, design, and implementation of enhancements for the Mi Movistar app, specifically in billing, payments, and collections modules, improving user experience and customer self-service. Engaged in monitoring customer experience flows in the app, identifying pain points and potential improvements based on actual usage and customer feedback. Possessed strong operational knowledge of billing, payment methods, collection, and cash management, with an emphasis on user experience. Analyzed and tracked operational and experience KPIs (NPS, collection metrics, churn), providing insights for decision-making and continuous improvement. Collaborated across local and regional teams for indicator management, analysis, and standardization. Conducted comprehensive analysis of customer feedback through NPS and CSAT surveys to identify pain points and opportunities for improvement in billing and collections processes. Designed and implemented continuous improvement initiatives directly impacting customer satisfaction metrics. Maintained an end-to-end view of the business, coordinating with operational, commercial, and systems areas. Analyzed large volumes of data to detect deviations and prioritize CX initiatives. Presented results, insights, and action plans in B2B Quality Committees. Utilized experience measurement tools such as Medallia, NPS, and CSAT. Engaged in multi-disciplinary teams working under agile and traditional methodologies, collaborating with business, technology, and customer experience profiles.

Executed full control over billing cycles for the B2B segment. Conducted monthly variance analysis, tax control, and error detection in both physical and digital billing. Monitored schedules and reduced billing times through process improvements. Managed the publication of billing on the web while overseeing operational delays. Participated in the implementation of ISO 9001 standards.

Provided personalized and in-person support during sale and post-sale processes. Offered comprehensive assistance to customers throughout the service cycle. Trained and onboarded new employees. Monitored satisfaction surveys and executed improvement actions.