A
Asdrubal Gamboa
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Bogotá, Bogota, Colombia
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Résumé
Jobs
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- DDirector of Customer ExperienceDiDi Global (LatAm)Jul 2021 - Mar 2025 (3 years 9 months)• Led Innovation projects driven by automation, digital service deflection and user lifecycle communications focused on hyper segmentation approach, learning and standardization of contact reason, reducing overall customer acquisition cost (CAC) by 10% and improving: -25% CPO CSR + 15pp Quality Assurance Index +8pp CSAT
- CHead of Customer Success Service DeliveryCloudKitchens (LatAm)May 2020 - Jul 2021 (1 year 3 months)• Designed onboarding Lifecycle and support models for 5 markets during early-stage expansion within the delivery marketplace working side by side with long tail, SMB and Enterprise food brands to enhance their profit success inside the digital food delivery marketplace including: ◦ 6d Avg Time to 1st order (TTFO) -12 pp 90d Churn +12% GMV Avg per cohort • Implemented a new operating model aligning the customer handoff from the Sales team to the Onboarding and CS team using the SPICED framework [Situation, Pain, Impact, Critical Event, Decision] including crucial account details and guidelines built in CRM in order to enhance engagement in early lifecycle achieving: 99% successful KickOff Calls [KOC] 85% Account plans created [Join Impa
- SHead of Customer ExperienceSellers, Mercado Libre (LatAm)Jul 2019 - May 2020 (11 months)• Directed regional Customer Experience Operations for 2,500+ agents (in-house & BPOs), servicing key SMB segments. • Improved CSAT by 30% and increased vendor performance by 15% within 9 months. • Implemented an omnichannel CX framework across 3 business units and 5 countries.
- RCustomer Experience ManagerRides & Eats, Uber (LatAm)Dec 2018 - Jul 2019 (8 months)• Improved regional NPS by 12% and reduced contact backlog by 35% via new support workflows. • Delivered tailored CX solutions aligned to local operational and regulatory dynamics. • Collaborated with global product and data teams to integrate LATAM feedback.
- URetail Experience ManagerUber (Andean)Jul 2017 - Dec 2018 (1 year 6 months)• Managed Greenlight Hub operations across 3 countries, increasing onboarding conversion by 22%. • Introduced NPS tracking and improved service delivery through real-time feedback mechanisms. • Achieved 15% improvement in satisfaction via frontline coaching and incentive programs.
Franchise Owner & General ManagerSubwayNov 2016 - Nov 2018 (2 years 1 month)• Full P&L owner of a fast-casual unit in Bogotá; reached breakeven within 6 months. • Increased operational margin by 18% through labor and cost control. • Built a 20-person team and maintained CSAT scores above 90%.- NCountry Manager of OperationsNOV National Oilwell Varco LLCJan 2013 - Dec 2016 (4 years)• Managed a Monthly $30MM+ business across supply chain, field ops, and sales. • Reduced operational costs by 20% via Six Sigma programs. • Negotiated key contracts and improved client retention by 35%.
- Business Unit ManagerWeatherfordJan 2009 - Jan 2013 (4 years 1 month)• Led a Monthly $10MM product line across multiple service districts. • Delivered 25% YoY revenue growth and improved EBITDA by 15%. • Supported M&A integration efforts and long-term business strategy.
Education
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- MBAInstituto de Estudios Superiores de Administración (IESA)
- Bachelor in Petroleum EngineeringUniversidad del Oriente
- Diploma in Business LeadershipTecnologico de Monterrey
- SStrategy Execution, Advanced Negotiation.
- AAgile Management, Service Leadership
Projects (professional or personal)
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- Dynamic Retention Model through Hyper-Segmentation in Ride-HailingDiDiFeb 2024 - Current (2 years 5 months)Overview: A leading Mid-Market ride-hailing platform operating across multiple Latin American cities, managing high transaction volumes in complex urban environments with fluctuating supply-demand dynamics. Challenge: needed to improve rider retention while addressing pricing elasticity and acceptance rates across geozones. Key challenges included inconsistent user engagement, price sensitivity by segment, and a lack of actionable insight into rider behavior tied to supply availability. Approach: Led the design and deployment of a dynamic retention model by creating user personas based on usage frequency, average spend, CSAT/NPS, and contact rate. Integrated geo-based segmentation by pickup zone and time-of-day behavior to adjust
- FLaunching & Scaling Tech-Enabled Consumer Brands through Data-Driven GTM and AI-Optimized OpsFilo Gourmet SASFeb 2021 - May 2021 (4 months)Overview: Early-stage ventures in the retail, quick-service restaurant (QSR), consumer packaged goods (CPG), and Foodtech space, aiming to achieve product-market fit while building lean, scalable operations. Challenges: Founders lacked clarity on how to align their product offering with market needs and simultaneously struggled to scale operations due to limited resources, high customer acquisition costs, and the absence of structured processes and automation. Approach: Led the full go-to-market (GTM) and product-market fit strategy across multiple startup projects by: Conducting market and business intelligence scrapping to guide product positioning and pricing strategies Building scalable CRM and AI-driven automation systems using tools
- Accelerating Time-to-Value for Food Entrepreneurs through SaaS Onboarding & Marketplace StrategyCloudKitchensAug 2020 - Dec 2020 (5 months)Overview: A global dark kitchen operator offering cloud-based kitchen spaces and a proprietary SaaS platform for food delivery entrepreneurs across Latin America, integrating with major delivery platforms (Rappi, iFood, Uber Eats, Didi Food, PedidosYa) Challenge: Early-stage food entrepreneurs struggled to capture value from the SaaS-enabled dark kitchen model due to a lack of onboarding structure, poor understanding of aggregator integration, and ineffective marketplace menu strategies—resulting in delayed returns and low platform retention. Approach: Led a structured onboarding and Customer Success model focused on accelerating user adoption. -Designed a playbook to help entrepreneurs: Understand the value proposition of platform integr
- Transforming Customer Experience Through Specialization Across Product Lines in E-commerceMercado LibreNov 2019 - Feb 2020 (4 months)Overview: One of the largest e-commerce and fintech ecosystem in Latin America, offering integrated services through marketplace, logistics), and fintech/payments. Challenge: The seller experience was being negatively impacted by a generalized outbound support model where agents handled cases across all business units without specialization. This resulted in fragmented support, inconsistent quality (QA), and low CSAT, both in-house and across outsourced operations. Approach: Led a regional CX transformation across Spanish-speaking LATAM by: Replacing support model with an inbound, product-specialized routing system Segmenting ticket flows by business line (Marketplace, Logistics, Payments) to improve resolution depth and knowledge quality