Erika Moctezuma Razo

Digital transformation by bridging project management and business analysis.

• Increased straight-through processing by 30% through KYCP Portal API integration with the core system.
• Conducted an informative session on Generative AI, kick-starting the adoption of Corporate ChatGPT and Copilot to enhance productivity.
• Led the rollout of a digital signature solution to over 300 users, integrated via an API into our portal. Achieving a 70% adoption rate.
• Led the implementation of the Microsoft Teams Phone System for over 250 employees.
• Redesign of three website landing pages to enhance lead generation and customer follow-up.

Currently leading:

• Migration of local file servers to SharePoint sites.
• Loyalty App rollout, integrated with two key APIs, Active Clients, and One Trust.
• Definition of the operating model for the Customer Contact Center, based on best practices and a global vision.

• End-to-end transformation of software development processes, reducing time-to-live from 15 to 9 months.
• Government model definition to prevent and control the impacts of system incidents, aligned to a global strategy.
• Shadowing to ensure the correct adoption in Mexico of three global processes (adoption average: Incidents 77%, Problems 91%, and Releases 70%).
• Definition and execution of actions to achieve 100% adoption in 2023 (3 Global Processes).

Insurance BBVA Mx

• Process reengineering of the Insurance Customer Care Center (After-Sales), reducing 40% of the operation time.
• Definition of the content (Processes, matrices, mockups, email templates, dashboards, user tests, etc.) for the implementation of Service Cloud, Salesforce in the Insurance Customer Care Center (After-Sales), getting to 400 users and achieving 70% procedures first contact resolution/paperless.
• Definition of the Omnichannel Model in Insurance area (Chat, email, call me back).