francisca herrera

• Lead enterprise-wide Data & AI transformation initiatives for Grupo ST, a holding company with 1,200+ employees across multiple businesses, partnering directly with RockingData's CEO to shape strategic direction.
• Own the Human Intelligence function within Grupo ST's Data & AI Hub, overseeing the design and execution of initiatives across AI capability assessment, adoption, and enablement.
• Pa

• Directed end-to-end Data, Machine Learning, and Data Engineering implementation projects for up to five enterprise clients simultaneously across fintech, consumer goods, and pharmaceutical industries, including Naranja X, Coca-Cola Andina, Novo Nordisk, Philip Morris International, MODO, Boldt, and Cesvi.
• Drove the delivery of a demand forecasting solution for Coca-Cola Andina from discovery t

• Coordinated planning and execution of Data, Machine Learning, and Data Engineering projects, translating business requirements into actionable plans and priorities.
• Identified risks early and coordinated mitigation plans across projects, reducing schedule deviations and rework.
• Presented project progress and outcomes to executive stakeholders, translating technical advances into clear busine

• Partnered directly with the CEO, taking ownership of cross-functional operational initiatives across customer experience, marketing, and design.
• Identified recurring customer pain points and translated feedback into product and process improvements.
• Designed customer support workflows, escalation criteria, and service standards from scratch across email, Instagram, and Amazon channels.
• Sup

• Managed approximately 150 daily email inquiries from customers and independent distributors in English and Spanish, resolving orders, memberships, commissions, and account issues.
• Identified recurring issues and recommended process improvements based on customer feedback patterns.
• Resolved complex cases involving the company's compensation plan, leveraging internal documentation to deliver a

• Managed retention cases for members at risk of cancellation, designing personalized strategies to maintain coverage and service continuity.
• Coordinated complex cases across departments, acting as the single point of contact throughout resolution.
• Monitored retention, delinquency, and recovery indicators to prepare executive reports and guide retention strategy.
• Negotiated solutions for esc

Completed a High School Diploma in Production of Goods and Services at Instituto Politécnico Superior General San Martín from 2007 to 2012.