Adriana L
Chile
CX & UX Consultant
$ 25,700/month
10+ yrs exp
Skills
- Customer Experience
- Customer Experience Analyst
- Customer Experience Strategy
Simera Professional Key (SPK)
Adriana L
Chile
CX & UX Consultant
$ 25,700 /month
Part Time: $ 20,450/month
10+ yrs exp
Skills
- Customer Experience
- Customer Experience Analyst
- Customer Experience Strategy
CX & UX Consultant
Proaxion | Consultora CX & UX
August 2024 - present
Prospecting and consultancy in Customer Experience, qualitative and quantitative measurements and research.
Professional Partner
Asociación DEC (Desarrollo de la Experiencia de Clientes)
May 2024 - present
Organization of webinars, workshops, and knowledge development activities in CX, EX, and UX.
Customer Experience Implementation Deputy Manager
Gtd
January 2021 - January 2024
Coordination of B2B and B2C teams for a homogeneous experience. Creation of internal and experience KPI panels by stage of the Customer Journey. Construction of Customer Journey for B2B project enablement, achieving million-dollar savings. Leadership in the implementation of the 'Spirit of Service' award in Chile, Peru, and Colombia.
Corporate and Business Customer Experience Manager
Telefónica del Sur
January 2017 - January 2021
Implementation of B2B Voice of the Customer model, increasing satisfaction from 4 to 4.4. Creation of customer experience ROI calculation model. Design of customer-centric culture initiatives.
Revenue Assurance Engineer
Telefónica del Sur
January 2015 - January 2017
Revenue recovery through billing error correction. Participation in the implementation of the GTD group's Balanced Scorecard.
Corporate Post Sales Director
Telefónica del Sur
January 2008 - January 2015
Reduction of the credit note index from 2.5% to 0.9%. Creation of Post Sales KPI panel and collection procedures, increasing recovery from 55% to 77%.
Smart Scores
Communication
90
Role Fit
95
Adaptability
70
Problem-solving
50
Smart Skills
beta