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Work Background
RappiProduct Team Lead
Oct. 2022Remote1. Solution Architecture & Strategic Tech Leadership
- Own the end-to-end design of support-related solutions, from high-level vision to scalable architecture, ensuring alignment between tech, ops, and product.
- Define priorities and timelines by balancing business goals with technical feasibility; use A/B testing to validate hypotheses and optimize outcomes.
- Lead the creation of detailed operational flows to prevent edge cases and gaps, while driving automation and enhancing UX/UI.
-Owner of the support redesign, translating long-term vision into phased execution across multiple teams. 2. Iterative Development & Scalable Impact
- Scaled CSAT coverage from 33% to 100%, unlocking full visibility into quality metrics and team performance.
- Led the development of 3 distinct platforms (live + non-live, for drivers and users), increasing retention by 13% (drivers) and 8% (users).
- Boosted automation resolution rate from 33% to 67%, driving $800K USD/month in cost savings and +13% CSAT improvement.
- Designed and rolled out a new non-live support decision tree (DT), reducing mismatch rates from 52% to 12%.
- Create AI solutions to recover savings around $50USD/month
RappiSenior Product Manager
Oct. 2022Bogotá, Capital District, Colombia
Banco DaviviendaSpecialist in the Employees and Retirement Segment.
Oct. 2021 - Oct. 2022Bogotá, Distrito Capital, Colombia1) Customer Journey Innovation for Employees and Pensioners: Pioneered the creation of a tailored Customer Journey for Employees and Pensioners, ensuring the delivery of the best offerings at the opportune moments, thereby guaranteeing exceptional service for clients. 2) Strategic Development for Client Acquisition and Retention: Spearheaded the development of innovative strategies geared towards both acquiring new clients and ensuring their long-term retention, contributing to sustained business growth. 3) Identification and Implementation of Business Opportunities: Proactively identified and implemented strategic business opportunities, strengthening the comprehensive offerings for targeted segments, thereby enhancing the overall value proposition.
Banco DaviviendaSpecialist in Deposit Acquisition Business Line
Oct. 2020 - Oct. 2021Bogotá, Capital District, Colombia1) Strategic Focus on Payroll Initiatives: Channeling expertise towards devising dynamic payroll strategies for Colombian employees, driving business profitability, optimizing systems, and overseeing efficient business administration. 2) Implementation and Management of Government Programs: Orchestrated the successful implementation and management of government programs, ensuring the timely delivery of subsidies to beneficiaries within the bank. 3) Go-to-Market for Mobile Payroll Account: Led the Go-to-Market initiative for the Mobile Payroll Account, strategizing its introduction to the market for enhanced visibility and adoption. 4) Evaluation and Development of Profitability Strategies: Evaluated and developed strategies aimed at optimizing the P&L outcomes of the product, contributing to overall financial success. 5) Alliance Creation and Official Employee Platform Establishment: Pioneered the creation of strategic alliances and the establishment of an official platform for Colombian employees, fostering a sense of community and engagement. 6) Libranza Strategy for Payroll Account Holders: Devised a strategic partnership with Libranza - a specific kind of loan for employees in CO- to enhance product benefits for employees holding Payroll Accounts at the bank, elevating overall customer satisfaction and loyalty.
Banco DaviviendaDeposit Acquisition Business Line- Professional
Nov. 2019 - Sep. 2020Bogotá, Bogotá D.C. Department, Colombia1) Redesign, Robotization, and Launch of Diverse Payroll Business Models: Spearheaded the transformation of various Payroll Business models through redesign, robotization, and successful launches, optimizing efficiency and effectiveness. 2) Revamping the Payroll Negotiation Model: Engineered adjustments to the Payroll negotiation model, enhancing its effectiveness and aligning it with evolving business needs. 3) Creation and Launch of Commercial Strategies for Product Boost: Initiated and executed innovative commercial strategies, contributing to the successful launch and heightened visibility of the product. 4) Synergy of Strategies between DaviPlata and the Bank to Increase Market Share: Orchestrated synergistic strategies between DaviPlata and the Bank, strategically increasing market share and fostering collaborative growth. 5) Designing an Offering for the small to medium companies in Colombia Fair: Conceptualized and launched a tailored offering for the SME Fair, enhancing the brand's presence and attracting prospective clients.
Banco DaviviendaManagement Intern
Feb. 2016 - Sep. 2016Bogota, D.C., Capital District, Colombia
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