Carolina Diaz Gerente de experiencia

Head of Customer Experience

Baubap

Jul 2022 - Oct 2023 (1 year 4 months)

Mexican fintechwith focus on microloans Achievements/Tasks Improved self-service (AI) eficiency to 90% with 70% operational cost reduction and 90% customer satisfaction. Creation of retention strategies that reduced churn and increased re-engagement by 50pp and revenue per user by 98%. Implementation of Voice of the Customer programs helped to create the backlog for future products and improvements to current products, leading to an increase in CSAT to 90% and a 70pp reduction in churn in OB. Automation of the collections processes increased the overdue account recovery rate from 20% to 45%.

Operations Manager

SmartHop

Sep 2021 - Jan 2022 (5 months)

Tech company focused in tracking industry in USA. Achievements/Tasks Led the onboarding team to ensure that all new customers have the proper access to our platforms, ensuring 95% of successful OB within 24 hours. Led the support team, ensuring customer satisfaction above 87%. Led the payments ops team to ensure that drivers were paid fairly and with no error and that the company was successfully collecting 95% of arrears on a quarterly basis.

CS Team Manager

Amazon

May 2020 - Jan 2021 (9 months)

Achievements/Tasks BPO's management for specific campaigns to ensure service level agreements were met. Take care of all associates' satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll, and taking action on issues arising.

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Retail Operations Manager

Jan 2020

Health care company (focus on selling, production and logistics for invisible aligners in LATAM) Achievements/Tasks Created a strategic expansion plan for diagnosis centers in Colombia, achieving 100% of monthly sales goals. Managed operations and teams of diagnosis centers located in different cities, supporting teams to achieve quality, eficiency, and sales metrics.

Retail Operations Supervisor

Uber

Aug 2016 - Jan 2020 (3 years 6 months)

Achievements/Tasks Merged two Bogotá operations from diferent locations into one, managing over 90 team members and two direct reports to streamline operations. Achieved quality and eficiency metrics goals to meet global standards.

Carolina Diaz

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