Gabriela Hernandez

• Portfolio Management: Responsible for processes, regulatory compliance, P&L and commercial activities of debit accounts with a portfolio of 6 million customers, overseeing $7 billion USD in total balances.
• Digital Transformation: Launched a digital origination journey for debit accounts with no balance limits, driving increased customer acquisition and retention - Vendor Management: Renegotiated payment network fees, generating a $58 million USD benefit and secured $15 million USD for digital origination and new platform development..
• Strategic Leadership: Launched Agile Cells to optimize key customer journeys, significantly improving operational efficiency and customer satisfaction.
• Cultural Transformation: Implemented CARE, a global Customer Centric Culture & Behavioral program, fostering a customer-first mindset across the organization.

• - Customer onboarding definition and implementation of streamlined automatized process and step by step metrics to monitor and optimize each phase
• CLC Strategy design and implementation to enhance engagement, retention and growth. Launched retention cell recognizing overall customer value
• X-sell and Upsell initiatives to increase customer value
• Data -driven segmentation to tailor communication and product offering.

• Responsible for Premium cards portfolios, overseeing E2E customer experience, P&L, and regulatory compliance.
• Managed portfolios including Beyond, Prestige, and Platinum cards for affluent customers.
• Achieved a 120% RR increase and improved customer retention by 5%.

• Emerging Affluent Segment Strategy (Priority): May 2007 – June 2016
• Assistant VP Direct Marketing. Banamex Insurance Company: 2004 - 2007
• Chief of staff of Dirección Comercial. Banamex Insurance Company: 2003 – 2004