Érika Tarquini

I am a customer experience specialist with extensive background leading CX initiatives and digital product adoption. I currently lead the creation and evolution of a CX department, redesign chatbots and IVR systems, and monitor KPIs such as NPS and CSAT to improve service quality.

My career spans roles in travel consultancy and CX where I designed workflows, tools, and processes to deliver consistent customer experiences across channels. I focus on data-driven continuous improvement, conducting customer research, and analyzing usage metrics to optimize digital services and products.

I bring hands-on experience in service improvement planning, customer journey mapping, VoC analysis, and cross-functional collaboration, complemented by practical knowledge of HTML5 and CSS3 and tools like Power BI, Figma, Maze, Trello, Slack, and Google Workspace.

I am passionate about combining technology and customer-centric strategy to drive measurable results, improve retention, and scale service excellence across organizations.