Jose Valenzuela
Customer Experience And Digital Transformation Director
Zapopan,JAL
Summary
Results-driven senior customer experience executive with a proven track record of driving performance improvements and leading strategic initiatives. Skilled manager excelling at coordinating cross-departmental activities and effectively communicating organizational objectives. Develops and executes innovative strategies to stimulate growth and enhance service quality. Tech-savvy innovator with hands-on experience in emerging technologies, constantly seeking opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and increase productivity. Thrives in fast-paced environments, driving technological advancements to ensure customer satisfaction.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
7
7
Certifications
Work History
Director of Customer Experience and Digital Trans.
Vaca Digital Business Strategy
11.2021 - Current
- Developed and executed data-driven initiatives for continuous improvement in customer experience metrics.
- Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
- Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
- Optimized resource allocation by conducting regular audits on staffing levels and skill sets required for various tasks, ensuring optimal productivity at all times.
- Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
- Increased customer retention rates with personalized email marketing campaigns tailored to individual preferences and behaviors.
- Increased website traffic by implementing search engine optimization strategies and keyword research.
- Utilized Google Analytics to set up, monitor, and analyze content success, and identify opportunities for content improvement.
- Collaborated with cross-functional teams to develop integrated marketing campaigns that aligned with overall business objectives.
- Optimized landing pages for improved conversion rates, utilizing A/B testing and user experience best practices.
- Developed successful email marketing campaigns for enhanced customer engagement and retention.
- Directed IT services, counseled executives and collaborated with senior management on strategic planning.
- Provided solutions aligned with Google Workspace architecture and business needs.
- Led functional and technical support for the implementation of software applications and enhancements.
- Increased productivity by automating repetitive tasks using custom-developed scripts and tools.
Digital Transformation Senior Business Partner
Clase Azul México
6 2023 - 4 2024
- Implementation of TOTVS ERP for agronomy, improving efficiency and reducing waste by 13%.
- Design B2C sales strategy and implementation of digital environment and POS for sales on CA Loft, located in NYC, generating 630k USD revenue in 4Q 2023 and 540k USD in 1Q 2024.
- Designed, directed, and implemented Salesforce Scheduler to take and handle customer reservations for a CA tourism complex, managing Globant developers.
- Redesigned, directed, and implemented the new CA website in Adobe Experience Cloud and the Ecommerce store in Shopify.
- Selected and implemented Oracle Simphony in CA restaurant, bar, boutiques, and tourism complex.
- Selected and implemented Oracle Opera as PMS, and Lutron for in-room tech for CA Villa Trinidad.
- Delivered insightful data-driven recommendations that informed key decision-making processes within the organization.
- Navigated complex legal and regulatory challenges to ensure compliance across all business operations.
- Mentored junior staff members, equipping them with the skills needed to excel in their roles.
- Developed and implemented strategies to enhance partner relations.
Customer Insights Senior Manager
411 locals
10.2022 - 06.2023
- Program Manager for Customer Protection Team business model transformation to increase B2B sales.
- Strategy focused on B2B revenue retention had an impact of 34K USD collected.
- Increased B2B sales by 20%, activating AI for lead generation.
- Created predictive data models to increase web traffic for customers.
- Activated new leads communication channels, increasing 30% of leads volume.
- Implemented and developed operational standards, policies, and procedures.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Leveraged customer insights to inform content creation that resonated with target demographics, driving engagement rates upwards.
- Identified areas for product improvement based on customer insights, helping drive innovation within the organization.
- Enhanced customer loyalty by implementing feedback mechanisms and improving service offerings based on customer insights.
- Delivered outstanding customer service by establishing robust feedback mechanisms and incorporating customer insights into product development processes.
Digital Transformation Associate Director
AT&T Mexico
02.2022 - 09.2022
- Reduced digital AHT by 20%, generated $120,000 in savings, and increased chatbot deflection by 15%.
- Condensed 107 processes, 27 guided paths, and 32 quick actions in one console, improving CX by 16%.
- Account management with SaaS providers like Sprinklr, NICE, and Avaya.
- Implementation of Sprinklr CRM to handle CC interactions.
- Implemented Digital IVR, increasing call deflection by 25% with AI.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Contact Center Operations Associate Director
AT&T Mexico
05.2021 - 02.2022
- Implemented operational cadence on 10 managers and 80 FTEs.
- Improved operational efficiency by implementing new processes and streamlining existing workflows.
- Top performer award, 2021.
- Reduced attrition to 4%, increased sales and revenue by 19%, and improved QA score by 20%.
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Increased customer service success rates by quickly resolving issues.
- Implemented creative solutions for unique customer challenges, leading to increased satisfaction scores and repeat business.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Enhanced team performance by collaborating with colleagues and sharing best practices for effective communication.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Contact Center Performance Associate Director
AT&T Mexico
11.2019 - 05.2021
- Project Manager for leadership and development model implementation in 2 in-house contact centers and 3 vendors.
- Improved CSAT by 37 bps, reduced AHT by 25 seconds, developed sales and revenue strategy, created 3 operational dashboards for data-driven decisions, and development follow-up.
- Led teams of up to 1,200 personnel, supervising daily performance, training, and improvement plans.
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Coordinated staff scheduling efficiently to ensure adequate coverage during peak hours without compromising service levels.
- Communicated company strategies, initiatives and system enhancements to contact center agents.
- Developed process controls and metrics for daily management of call center.
Contact Center Senior Manager
AT&T Call Center
02.2017 - 11.2019
- Project Manager for Contact Center migration from USA to CDMX, and GDL.
- Started operations for different markets: ISM, sales and service, mobility loyalty for US-based customers.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Championed company-wide diversity and inclusion initiative, creating more supportive and innovative work environment.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Customer Fulfillment Network Team Lead
American Express, AMEX
08.2013 - 01.2017
- Project Manager for Non-Additional Cost cardholders' benefits administration and deliver redemption to upper management and National Bank and Values Commission (CNBV) for audit purposes.
- Created and implemented a quality control process for reimbursements and insurance benefits.
- Enhanced financial reporting accuracy through regular audits and reconciliations, leading to improved decision-making capabilities.
- Prepared comprehensive financial statements for executive review, aiding in effective decision-making processes regarding growth opportunities and resource allocation.
- Oversaw administrative staffing by recruiting, interviewing and onboarding new personnel.
- Improved revenue compliance with corporate revenue standards.
- Complied with all relevant regulations by maintaining detailed records of financial transactions, minimizing the risk of penalties or fines from regulatory authorities.
- Complied with established internal controls and policies.
Centurion Travel & Lifestyle Team Lead
American Express, AMEX
08.2013 - 01.2017
- Project Manager for International Dollar Card (IDC) call center migration from Argentina to Mexico.
- Developed business model for IDC travel in-house agency and compensation program.
- Created a 5-year strategic plan and Balanced Scorecard for this new line of business.
- Managed night shift agents to assist customers from Mexico, Argentina, and Spain on luxury travel inquiries.
- Developed a strong business relationship with the Sabre GDS executive team in order to get top training and license cost reduction.
- Negotiated favorable contracts with suppliers, resulting in cost savings for both the agency and its customers.
- Developed strong relationships with vendors for better travel deals and more options for clients.
- Handled customer complaints promptly and professionally, resolving issues to maintain client satisfaction.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Enhanced customer satisfaction by providing personalized travel recommendations and itineraries.
Education
Master of Science - Marketing And Strategic Sales
Universidad Panamericana
Zapopan, Jalisco, Mexico 05.2023 - 01.2024
Bachelor of Science - Industrial Engineering
Universidad TecMilenio
Mexico City, Mexico 05.2014 - 01.2017
Bachelor of Science - Human Nutrition
Universidad Autonoma Metropolitana
Mexico City, Mexico 05.2009 - 01.2013
Skills
Data-driven decision-making
Customer Segmentation
Customer Journey Mapping
Customer Relationship Management
Data Analytics
Social Media Strategy
Decision-Making
Project Management
Customer Retention Strategies
Strategic Planning and Alignment
Digital Marketing
MS Office Suite
Certification
Agile Product Manager SAFe 5.1
Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Italian
Elementary (A2)
Portuguese
Elementary (A2)
Timeline
Master of Science - Marketing And Strategic Sales
Universidad Panamericana
05.2023 - 01.2024
Customer Insights Senior Manager
411 locals
10.2022 - 06.2023
Digital Transformation Associate Director
AT&T Mexico
02.2022 - 09.2022
Director of Customer Experience and Digital Trans.
Vaca Digital Business Strategy
11.2021 - Current
Contact Center Operations Associate Director
AT&T Mexico
05.2021 - 02.2022
Contact Center Performance Associate Director
AT&T Mexico
11.2019 - 05.2021
Contact Center Senior Manager
AT&T Call Center
02.2017 - 11.2019
Bachelor of Science - Industrial Engineering
Universidad TecMilenio
05.2014 - 01.2017
Customer Fulfillment Network Team Lead
American Express, AMEX
08.2013 - 01.2017
Centurion Travel & Lifestyle Team Lead
American Express, AMEX
08.2013 - 01.2017
Bachelor of Science - Human Nutrition
Universidad Autonoma Metropolitana
05.2009 - 01.2013
Digital Transformation Senior Business Partner
Clase Azul México
6 2023 - 4 2024