I’m an Industrial Engineer and MBA graduate from Politecnico di Milano, with over five years of experience leading process improvement, CRM implementation and digital transformation projects across Latin America and Europe. My background spans retail, e-commerce, telecommunications and energy, combining corporate delivery experience with consulting projects in Italy.
My strength is translating business and customer needs into practical technology solutions. I work across the project lifecycle, from diagnosing problems and defining requirements to aligning stakeholders, coordinating implementation and tracking outcomes. I bring an end-to-end perspective, looking at how processes, teams and systems connect across customer journeys and channels.
At Falabella, I managed a team of seven and led CX transformation initiatives across Peru, Chile and Colombia. I led a Salesforce CRM implementation that standardized case management, improved operational visibility and increased productivity by 25% in six months. I also implemented automated customer communications through WhatsApp and Salesforce Marketing Cloud, contributing to a 30% reduction in complaints.
At Telefónica, I led B2C initiatives and continuous improvement across service channels. One key project was an AI-powered bill explanation solution integrated into CRM workflows, which reduced average handling time by 50% and increased productivity by 15% in three months.
In Italy, I led an assessment of Pulsee’s customer service operating model and designed a target model covering future processes, AI-enabled solutions, functional requirements, KPIs and an implementation roadmap. During my MBA, I also completed a consulting project for Samsung Italy focused on go-to-market strategy, segmentation and customer acquisition and retention.
I enjoy solving complex operational problems and working with business and technical teams to turn recommendations into improvements people can use. My interests include applied AI, workflow automation, Salesforce and customer-centered process design.
I’m seeking remote opportunities in Project Management, Implementation Management and Digital Transformation, particularly involving CRM, AI and automation. I’m also interested in Business Process Consulting and functional Business Analyst roles where I can connect strategy with execution.
I speak native Spanish and advanced English and Italian.
