Israel Kiryat-Jearim Torres Macias

• Strategically designed and implemented measurement strategies for digital channels, including the establishment of omnichannel and customer journey indicators.
• Pioneered the creation of a Data Science division specialized in customer service, driving data-driven decision-making.
• Led the standardization of key reports vital for business management, encompassing customer service, sales, and efficiency analytics.
• Conducted in-depth analysis to uncover areas of improvement, financial leakages, and deviations.
• Developed information flow strategies, implementing automation processes.
• Managed high-performing teams.

Key Achievements:

• Trailblazed specialized analytics for customer service, spearheading the establishment of the Intelligence for Customer Service department. Expanded the team from 7 members at the onset of my tenure to 34 professionals currently, offering diverse career paths and advancement opportunities.
• Employed Natural Language Processing (NLP) to assess customer satisfaction in 100% of interactions. Leveraged natural language and AI classification techniques to infer customer satisfaction across all touchpoints.
• Achieved over 400% increase in productivity. Introduced a production model for reports, analysis, and continuous feedback, optimizing resource allocation.
• Slashed costs by up to 55% within the customer service division. Provided timely, valuable insights and strategic analysis, leading to the identification of efficiency areas and quantifying the associated impacts and efforts.