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Work Background
Millicom (Tigo)Digital Product Manager | eCare & Self-care
Nov. 2019Miami, Florida, United StatesMy primary goal has been to reduce the cost-to-serve and cost-to-sale, which directly impacts the company's profit and loss (P&L) statement. As a Digital Product Manager responsible for eCare and SelfCare products, I have been instrumental in driving the overall success and growth of a portfolio of digital solutions, focused on optimizing customer service and self-service experiences in the Latin America (Latam) region. In collaboration with various business units, including Customer Service, Sales, Digital, and Marketing teams, I have ensured that our strategies align with the Digital First approach. Central to our efforts is the efficient reuse of components within our architecture and digital ecosystems, including the Mi Tigo App, ChatBot, Assisted digital interactions, and Help Center. This approach has served as a foundation for the scalable and cost-effective development of solutions across both digital and traditional customer service channels, all while fostering a sustainable business model that ensures the efficient delivery of value.
Tigo ColombiaChannels Transformation Manager
Jul. 2019 - Nov. 2019Medellín, Antioquia, ColombiaResponsible for leading the transformation of customer service channels under the premises of digitalization, efficiency, and enhanced customer experience. As part of the organization's cost efficiency strategy, I developed, implemented, and measured the adoption of assisted and self-service digital channels
Tigo ColombiaDigital Channels Leader
Dec. 2016 - Jul. 2019Bogotá, Distrito Capital, ColombiaResponsible for the implementation and operation of Digital Channels to serve customers. Ensured the accurate rollout of a world-class omnichannel platform to seamlessly integrate the Digital Channels in an efficient manner, aiming to enhance the customer experience. Defined, established, and managed partner relationships with the BPOs to create an operational model that enables the achievement of performance and experience indicators aligned with business and industry requirements.
Tigo ColombiaCostumer Experience Leader
Aug. 2015 - Dec. 2016MedellínImplemented satisfaction measurement according to the "Focus on Customer" Methodology, in mtouchpoints of the customer journey defined and prioritized by the business. Aligned all business units and business support areas with measurement, methodology, goals.
Tigo ColombiaProject Analyst
Jan. 2011 - Aug. 2015Bogotá, Distrito Capital, ColombiaDesigned and deployed customer experience projects for stores and call center. Focused on the correct execution of service and sales process definitions. I personally visit every store during this period of time, led change management related to business needs and kept track of the expenses and adoption for all the initiaves.
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