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Work Background
ECIPSACorporate Commercial Services Manager - 🇦🇷 🇵🇦 🇧🇷 🇵🇾 🇺🇸 🇮🇱
Jun. 2024Córdoba, Argentina▪︎Strategic leadership of commercial operations, integrating contact center, marketing (offline, online, creative), and customer experience to maximize profitability and loyalty. ▪︎Design and implementation of expansion and scalability models, with a focus on operational efficiency and personalized customer journeys. ▪︎Development of segmentation and conversion strategies based on data intelligence, improving acquisition, retention, and lifetime value across multiple markets.
LIBERTAD S.AOmnichannel Marketing Director
Nov. 2019 - Apr. 2024Argentina▪︎Led the commercial growth and marketing strategy for multiple business units, including hypermarkets, supermarkets, wholesalers, and e-commerce. ▪︎Designed and implemented an integrated omnichannel model, aligning physical and digital ecosystems to boost customer conversion and loyalty. ▪︎Oversaw three strategic areas: Pricing & Commercial Activation, Branding & Marketing, and Customer & Market Insights, leading high-performance teams. ▪︎Developed strategic alliances and revenue-sharing models, optimizing brand profitability and market positioning. ▪︎Drove digital transformation by integrating data intelligence and personalized marketing strategies.
IThreexGlobalCustomer Experience & Digital Transformation Manager
Jan. 2018 - Sep. 2019Córdoba, Argentina▪︎Developed the Customer Experience & Digital Transformation department, designing innovative service offerings for corporate clients. ▪︎Led the design and execution of the digital transformation strategy, integrating digital business models and automation processes. ▪︎Created the Customer Experience Roadmap to ensure seamless interactions aligned with corporate strategy. ▪︎Implemented advanced analytics and business intelligence models to enhance strategic decision-making. ▪︎Represented the company in innovation and international business development initiatives through Córdoba Cluster Technology, ProCórdoba, and ConnectAméricas (IDB).
IlumnoRegional Services Manager – 🇦🇷 🇨🇴 🇧🇷 🇨🇱 🇨🇷 🇵🇾 🇵🇦
Nov. 2013 - Sep. 2016LATAM▪︎Led strategic operations and digital transformation projects for student services across 7 countries in LATAM. ▪︎Designed and scaled service delivery models, improving operational efficiency and customer experience within a franchise-based model. ▪︎Developed loyalty and engagement strategies that consistently improved user satisfaction. ▪︎Defined and implemented quality frameworks and KPIs (NPS, E-SAT), driving service excellence across markets. ▪︎Executed technology innovation plans aligned with corporate growth, and negotiated with vendors to ensure cost-effective, high-impact implementations.
Telecom PersonalCustomer Care Intelligence – Project Manager
Jun. 2009 - Oct. 2013Córdoba, Argentina▪︎Led cross-functional teams to develop digital transformation strategies in customer service, integrating automation, process digitalization, and CX models. ▪︎Implemented new digital channels and service models, optimizing the customer journey across all contact points. ▪︎Developed and applied business intelligence strategies to improve customer segmentation and strategic decision-making. ▪︎Defined and monitored performance metrics (NPS, customer satisfaction), standardizing service quality across all branches and digital touchpoints.
XeroxCustomer Care Operations Lead
Jun. 2005 - Jun. 2009Argentina▪︎Led the operational infrastructure and customer service processes for Autoahorro, Post-Sales, Audi, Seat, and Trucks divisions. ▪︎Optimized and automated front- and back-office processes, enhancing efficiency and service quality. ▪︎Defined and tracked KPIs and performance metrics, driving continuous improvement in user experience. ▪︎Implemented digital and omnichannel service models, strengthening customer interaction and engagement.
CENTROFRANCHISINGFranchise Development Analyst & Consultant
Sep. 2004 - Oct. 2005Argentina▪︎Co-designed and executed franchise development plans, ensuring business scalability and profitability. ▪︎Supported the creation and structuring of operational and management teams for new franchise units. ▪︎Developed operational manuals and standardized procedures to ensure consistent quality and replicability. ▪︎Led the implementation and execution of new franchises, ensuring alignment with the business model and growth strategy.
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