DENISE DEAN

At Liberty Communications of Puerto Rico, I translate customer and business needs into digital solutions for the My Liberty App and Salesforce CRM. I turned NPS feedback, KPIs, and journey analysis into 20+ functionalities and process improvements.

I led digital self-service and adoption initiatives that reduced inbound call center volume by 32%, shifted digital-channel usage by 1.5 percentage points, and increased rNPS by 9.9 percentage points. I also developed adoption strategies that increased active My Liberty App users by 4.3% within three months.

I partner closely with Product, IT, developers, project teams, operations, legal, and training teams—from requirements, user stories, process maps, and acceptance criteria through Agile delivery, UAT, PVT, and implementation. I’ve also supported Libi AI chatbot optimization and resolved high-impact customer experience risks.

Previously at The Clorox Company, I led international marketing transformation, agency operations, regional media, and Caribbean brand initiatives. My work included consolidating 19 agencies, managing a $22MM advertising budget, reducing vendor-selection lead times by 26%, delivering $700K+ in savings, and driving brand revenue, margin, market-share, and profitability improvements.