At Samsung Electronics, I lead customer operations and service transformation across digital channels, voice, after-sales support, and back-office operations. I connect partner performance with business priorities, technology evolution, and customer expectations.
I sustained NPS above 88 and service levels of 90 through operational discipline, standardization, training, and experience-performance management. I also led the evolution of the omnichannel experience through Sprinklr, first for digital interactions and later for voice.
At Banco de Bogotá – Grupo Aval, I contributed to digital-channel adoption and a more customer-centered communications model. I supported initiatives involving MiBo, mobile banking, transactional platforms, the corporate website, and social media, and managed sensitive communications during a reputational crisis.
At Medios y Difusión Comunicaciones, I provided digital strategy and marketing consulting to organizations across mobility, technology, security, and financial services. I developed digital marketing and communications strategies, omnichannel campaigns, and training programs, while my Master’s Degree in Neuromarketing informs how I understand customer behavior.
