Open to opportunities

julie Rodriguez

@julierodriguez

Message

Bilingual Customer Success leader improving CX metrics and scaling teams across LATAM.

Colombia

Message

What I'm looking for

I’m looking for a remote Customer Success/Experience Manager role with a US or global company. I want to lead CX programs end-to-end, grow retention using strong metrics, and apply AI to streamline operations and improve the customer journey.

I’m a bilingual (Spanish/English) Industrial Engineer with an MBA and 15+ years of experience leading Customer Experience, Customer Care, and Operations teams across LATAM (Colombia, Chile, Argentina). I build customer journeys and launch CX/CRM programs from planning through execution, always focused on measurable service outcomes.

Across roles, I’ve owned key service metrics like NPS, CSAT, Churn, CRR (Customer Retention Rate), Callback Rate, SLA, First Contact Resolution (FCR), and service level. I’ve led and scaled teams from 10 to 500+ people, while managing portfolios of 2,500+ active clients and driving consistent onboarding and case progress communications.

At Dafiti Group, I led regional customer service across Chile, Colombia, and Argentina, aligning service strategy with sales goals. I also led the One Service project, centralizing regional service operation into a single country—reducing operating costs by 40% (~EUR 300K in annual savings) while improving processes—and delivered WOW CX improvements (NPS up by 10 points, reduced delivery times, and Same-Day/Next-Day service).

Today, I’m expanding my skill set with AI tools (Claude and a completed 3-month GerenclA AI management program) to streamline reporting and automate customer operations. I’m seeking a remote Customer Success / Experience Manager role with a US or global company where I can combine CX leadership, process improvement, and AI-enabled efficiency.

Experience

Work history, roles, and key accomplishments

Current

Client Experience & Onboarding Manager

Current

Mangone Law Firm

Mar 2026 - Present (4 months)

Leads customer representatives supporting a portfolio of 2,500+ active clients and owns core client onboarding CX/service metrics. Manages end-to-end onboarding and coordinates daily operations using CX/CRM tools and reporting with Claude (AI).

Customer Onboarding NPS Callback Rate CSAT Churn Team Leadership Slack Monday.Com HubSpot AI Reporting (Claude)

Customer Care Manager

Rentokil Initial

Dec 2024 - Mar 2026 (1 year 3 months)

Transitioned customer care from reactive to a proactive customer experience model and designed the customer journey to drive retention and sales. Improved KPIs including NPS, FCR, callback rate, handling time, service level, and led retention strategy and the customer care team.

Customer Experience Strategy Customer Journey Mapping NPS Callback Rate (CRR)Customer Retention KPIs Team Leadership

Customer Service Coordinator (Volunteer)

Enfeter S.A.

Dec 2022 - Mar 2023 (3 months)

Audited and improved operational processes for a nationwide home health services provider (850 patients) and coordinated customer service activities. Led an end-to-end CRM implementation including tendering/RFP, integration, rollout, user training, and customer communication.

CRM Implementation RFP System Integration User Training Customer Communications Customer Service Coordination

Project Manager & Logistics Development

Shopee

Feb 2022 - Sep 2022 (7 months)

Owned operations projects focused on planning and continuous improvement, including logistics development to support last-mile expansion. Led 3PL bidding, integrated national carriers, modeled logistics projects (first mile, distribution centers, last mile), and built Shopee’s logistics operations in Colombia from the ground up.

Project Management Continuous Improvement Last Mile Expansion First Mile Logistics Distribution Center (CEDI)Last Mile Operations Logistics Operations

Project Manager, Planning PPP

Dafiti Group

Feb 2019 - Feb 2022 (3 years)

Developed growth strategies aligned to OKRs and led continuous-improvement projects from benchmarking and feasibility through execution, evaluation, and closure. Delivered a LATAM distribution center initiative (with CapEx savings and on-time delivery), implemented a cross-docking HUB model, managed carrier procurement, and supported payment button integration (ADDI).

Continuous Improvement Project Planning Benchmarking Feasibility Analysis Cross Docking HUB Model Logistics Procurement ADDI Payment Button Integration

LATAM Customer Experience Manager

Dafiti Group

Feb 2019 - Feb 2022 (3 years)

Led the regional customer service function across Chile, Colombia, and Argentina, aligning service strategy with sales goals. Designed customer journeys and delivered CX programs including One Service and WOW, improving KPIs such as NPS and delivery times while managing training for back-office teams.

Customer Experience Strategy Customer Journey Mapping One Service Operating Model WOW Customer Experience Program NPS team training

Development Manager

Redes Eléctricas S.A.

Jan 2016 - Feb 2019 (3 years 1 month)

Identified key processes and implemented new projects to increase sales and improve customer experience. Designed and implemented logistics and warehousing processes, redesigned the national distribution center network, and implemented the company’s e-commerce sales channel.

Process Development Logistics & Warehousing Warehouse operations E Commerce Channel Implementation Customer Experience

Assistant Content Manager

Dafiti Group

Aug 2014 - Jan 2016 (1 year 5 months)

Managed operations for productivity KPIs, supported area budget management, handled supplier negotiation, and provided B2B customer service. Supported operational execution aligned to productivity and customer service needs.

Operations Management KPIs Budget Management B2B Customer Service

National Coordinator

Solistica FEMSA

Feb 2009 - Aug 2013 (4 years 6 months)

Coordinated consignment inventory and medical equipment operations for Johnson Medical/Abbott across national hospitals and clinics. Led inventory reconciliation and product introductions driven by technology changes and coordinated returns and intra-hospital equipment movements within a 3PL environment.

Medical Equipment Logistics Inventory Reconciliation Intra Hospital Equipment Movement 3PL Operations Cold Chain Logistics