Summary
Overview
Work History
Education
Skills
Languages
Personal
Timeline
Generic

Gonzalo Garcia Martinez Zurita

Summary

Customer experience leader with over a decade of expertise in strategy, digital transformation, and consulting. Proven track record of enhancing customer satisfaction, streamlining operations, and driving measurable results across financial services, telecom, retail, and consumer goods. Skilled in end-to-end process optimization, aligning cross-functional teams, and implementing customer-focused strategies to exceed business goals. MBA from Cornell University and Bachelor of Economics from Universidad Panamericana. Passionate about leveraging technology and data to elevate customer experiences and foster a culture of excellence and continuous improvement

Overview

11
11
years of professional experience

Work History

Senior Manager

Arthur D. Little
01.2024 - Current
  • Transformed the fixed broadband services of a B2C telecom operator in Peru by redesigning end-to-end customer journeys from sale to installation, doubling installed sales within six months and reducing installation time from 4-5 days to under 1 day
  • Partnered with C-level executives (CEO, CFO, CMO, CCO) of a $2.8B financial services firm to optimize retail channel operations, align strategic goals, and eliminate inefficiencies, achieving a 15% revenue increase and improved customer experience
  • Facilitated a Category Management Academy for a retail chain, delivering a keynote and leading workshops for senior executives to enhance profitability through advanced merchandising and customer-centric solutions
  • Directed commercial due diligence for a $200M+ AI company acquisition by a leading private equity firm, conducting comprehensive strategic and financial analyses and collaborating with the target's executive team to align on growth opportunities and customer-focused initiatives

Manager

Arthur D. Little
11.2022 - 12.2023
  • Led End-to-End digital migration for a Pay-TV provider of over 1 million customers from analog to digital platforms, achieving ~100% transition through targeted segmentation and tailored communication plans. Collaborated closely with cross-functional teams and provided regular updates to the CEO, ensuring alignment with customer satisfaction goals and operational KPIs
  • Restructured sales incentives for a Building Materials Company to drive a 5% margin increase by strategically realigning processes and improving client engagement. Led the realignment of the CEO’s direct reports to ensure a customer-focused organizational structure, fostering stronger client relationships and operational efficiency
  • Drove digital transformation and revenue growth for a B2B Telecom Provider with a comprehensive digital transformation initiative, boosting revenue and EBITDA by 10-20%. Enhanced cloud service offerings and optimized customer-facing processes in close collaboration with C-suite executives, aligning strategic objectives with measurable customer and business outcomes

Head of Lifestyle Categories

Shopee Ltd, SEA Group (Leading Marketplace)
01.2022 - 10.2022
  • Managed full P&L for the lifestyle cluster driving +20% month-over-month Gross Merchandise Value growth through customer-centric strategies, data-driven decision-making, and team leadership across categories including auto-parts, home & living, and sports, while fostering a culture of excellence and alignment with business objectives

Consultant

Bain & Company
10.2020 - 02.2022
  • Partnered with stakeholders to optimize the co-branded credit card experience between a leading bank and an airline loyalty program, implementing customer feedback loops and service enhancements that improved the Net Promoter Score (NPS) by 20 points
  • Implemented a zero-based budgeting process for indirect spend categories at a global CPG company, creating 30+ dashboards for real-time budget tracking and collaborating with 10 local CFOs across LATAM, achieving ~$10M in annual savings
  • Conducted in-depth commercial due diligence for 5+ Fintech target companies, including a $2B B2B payments platform acquisition, assessing growth potential, market dynamics, and customer-centric strategies to ensure value creation and alignment with business goals

Summer Associate

Bain & Company
06.2019 - 08.2019
  • Evaluated and implemented digital tools (e.g., Billtrust, Blackline, Workiva) to transform the finance function of a global CPG company, optimizing order-to-cash, procure-to-pay, and record-to-report processes, resulting in a +20% efficiency improvement and enhanced end-to-end workflow effectiveness

Strategy & Operations Consultant

Deloitte
01.2016 - 06.2018
  • Led consulting engagements, including a comprehensive digital maturity assessment for a telecom provider, identifying strategic initiatives to enhance customer experience, reduce sales and customer service costs by 30-40%, and increase revenues by 10-20% through innovative, customer-centric solutions and process optimization

Strategy & Operations Business Analyst

Deloitte
01.2015 - 12.2015
  • Played a key role in integrating a brewery's e-commerce operations with traditional channels, streamlining logistics and operational workflows to enhance customer experience and achieve $2M in annual savings through efficiency improvements and process optimization

Transfer Pricing Analyst

KPMG
05.2014 - 12.2014
  • Designed and optimized the funding flow for a large-scale capital project in a public-private partnership, ensuring tax efficiency and regulatory compliance while aligning financial strategies with organizational objectives

Education

MBA -

CORNELL UNIVERSITY - SC JOHNSON COLLEGE OF BUSINESS
Ithaca, NY
05.2020

Bachelor of Science - Economics

UNIVERSIDAD PANAMERICANA
Mexico City, Mexico
05.2014

Skills

  • Cornell Johnson Leadership Fellow (Awarded to 20% of Class)
  • Certified ScrumMaster (CSM) – Scrum Alliance, March2020
  • Cross-functional team management
  • Customer relationship management
  • Complex Problem-solving
  • Commercial Strategy

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Personal

Completed 1 full marathon and 4 half-marathons

Timeline

Senior Manager

Arthur D. Little
01.2024 - Current

Manager

Arthur D. Little
11.2022 - 12.2023

Head of Lifestyle Categories

Shopee Ltd, SEA Group (Leading Marketplace)
01.2022 - 10.2022

Consultant

Bain & Company
10.2020 - 02.2022

Summer Associate

Bain & Company
06.2019 - 08.2019

Strategy & Operations Consultant

Deloitte
01.2016 - 06.2018

Strategy & Operations Business Analyst

Deloitte
01.2015 - 12.2015

Transfer Pricing Analyst

KPMG
05.2014 - 12.2014

MBA -

CORNELL UNIVERSITY - SC JOHNSON COLLEGE OF BUSINESS

Bachelor of Science - Economics

UNIVERSIDAD PANAMERICANA
Gonzalo Garcia Martinez Zurita