Alexis Alcantara Ayala Project Manager, Localization, Customer Experience,

Founder & CEO

BE DAZE LIVE

Jun 2016 - Current (9 years 11 months)

- Lay out and fulfill organic digital marketing and social media strategies, reaching a 7 million monthly audience with 286K engaged audience members. - Design and implement index and content optimization strategies, driving organic user-acquisition growth by 42% YoY and achieving monthly figures of 27K unique visitors and 42K page views. - Define and execute website launch strategy, including WP front and back-end development. - Outline, lead and carry out website mobile optimization and upgrades. - Write and edit content while ensuring SEO optimization and effective social media sharing. - Conceptualize, design and issue material (including logo, infographics, social media graphics, video, and photo editing) across multiple digital market

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Translation Project Manager - Latin American Spanish

STORYPOP

Aug 2015 - Aug 2016 (1 year 1 month)

- Lead resources (1 developer and 2 translation vendors) to carry out product launch localization strategy, achieving successful media coverage in over 20 media outlets and reaching hundreds of thousands of potential users in Latin America. - Manage resources to execute a variety of digital content localization projects across 9 countries. - Manage community and communications to more than 320K users in Latin America. - Successfully translate 100+ complete projects including literary, marketing and media documents, web and mobile app content. - Proficient in translation and proofreading best practices. - Responsible for the localization of digital product and UX content for the Latin American market.

Customer Service Project Manager - B2B Wholesale

Grupo Novem

May 2011 - Jun 2013 (2 years 2 months)

- Develop and maintain strong and trusting relationships with key accounts and stakeholders. - Collaborate with other functional teams during key national transactions to ensure exceptional end-to-end customer experience and success. - Effectively set and achieve customer success goals (customer satisfaction, retention, resolution rates, lifetime value, net promoter score, recurring and expansion recurring revenue) - Integrate and analyze other department KPIs to identify customer satisfaction trends and areas of opportunity. - Propose and drive strategic, actionable and scalable customer experience initiatives nationwide, including projects regarding point of contact workflow efficiency (Sales, Delivery, Technical support, Accounting), and

Customer Service Executive

Grupo Novem

Aug 2009 - May 2011 (1 year 10 months)

- Collaborate with Management in the successful implementation of the company’s first customer loyalty program across 18 locations, achieving 9% sales increase during the first year. - Collaborate cross-functionally with Sales and Development in the implementation of Oracle CRM module. - Implement and maintain survey technology (SurveyMonkey). - Prioritize and provide customer feedback to internal teams, partnering with Management on escalated customer concerns. - Follow up customer concerns across functional teams involved to provide the best possible solution in a timely manner. - Generate, and provide proactive follow-up and analysis of weekly and monthly customer satisfaction KPIs. - Identify areas of opportunity, and partner with Manag

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Co-Founder, CMO

DOGSPOT

May 2007 - Dec 2009 (2 years 8 months)

- Create and market one of the pioneer e-commerce Mexican startups. - Lead branding and digital marketing strategies driving growth of 12% YoY. - Lead web and e-commerce platforms’ front-end development. - Lead the launch of a dog clothing line. - Co-lead e-commerce startup, lead end-to-end projects in marketing and product development.

Alexis Alcantara Ayala

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Alexis Alcantara Ayala