Daniela Castañeda

I’m a Customer Experience Lead with a strong focus on operational excellence, team coordination, and customer satisfaction. I support daily shift operations, including queue management, internal communication, training, and specialist support. I handle minor escalations across channels, turning them into learning opportunities for the team. I analyze customer interactions and team KPIs to identify trends and implement data-driven solutions. I serve as a bridge between operations and the CX team, ensuring timely service updates and smooth workflow execution. I also lead scheduling, escalation management, and contribute to training content, key projects, and strategic decisions—always striving to improve team performance and the customer experience. .