Paulina Sánchez del Villar Villegas

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Independent Contractor

Various in Mexico and the US

Jan 2022 - Current (3 years 5 months)

Diverse companies in Mexico and the U.S. • Customer Experiences design mainly for companies in the financial industry (banks, startups, investors, entrepreneurs) mapping journeys, personas and processes. • Creating and integrating omnichannel digital marketing strategies. • Executing and planning email marketing strategies to nurture clients, supported by qualitative and quantitative analyses (reporting customer insights and data) • Implementing Behavioral Economics and Voice Of the Customer (VOC) strategies including my commitment to increase their KPIs (NPS, CES, CSAT) in at least 20%

Customer Experience Sr. Manager

Principal Financial Group

Dec 2020 - Dec 2021 (1 year 1 month)

• Mapping clients' journeys and designing services that led to up/cross sell strategies, increasing sales in a 10% and the Voice Of the Customer (VOC) KPIs in a 5% • Responsible of VOC and Relational programs. • Analyzing clients' behavior in order to design end-to-end (E2E) experiences • Designing, analyzing and implementing surveys' insights in order to develop retention strategies to meeting the clients' needs. • Performing a key strategic role within the biggest retention project (SCRUM methodology) for Principal Financial Mexico, along with teams in Chile and the United States. • Responsible of the CX & CXI KPIs for the whole company. • Establishing a Close-The-Loop strategy reducing in 10% the Service Level Agreements (SLAs) Ac

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SENIOR JOURNEY MANAGER

BBVA México

Aug 2017 - Dec 2020 (3 years 5 months)

• Responsible of the Behavioral Economics (BE) deployment under several Change Management methodologies: Accelerated Implementation Method (AIM), Nudge Theory, Kübler-Ross and Airiodion Global Services (AGS) to keep teams performing at their best while adopting a new way of work. • Responsible of the BE training for BBVA employees with a customer centricity approach (nation wide impact) • Providing coaching and analysis of hundreds of communications & marketing campaigns with diverse teams (Insurance, Credit Card, Payroll, others) in terms of the BE-BBVA methodology, increasing teams' sales KPIs in at least 10% • Transversal and consulting strategies for different Banking projects (WATERFALL Methodology) while managing a huge budget. •

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MARKETING MANAGER

Uhthoff, Gómez Vega & Uhthoff

Feb 2015 - Jul 2017 (2 years 6 months)

• Structured the Marketing area by creating and strategically defining goals, KPIs, branding, offline positioning and market differentiators for the firm. • Developed online campaigns, events creation, clients' attraction and retention, online & offline publications • Leads generation analyzing the buyer's journey by mapping the main touchpoints and painpoints. • Digital marketing strategies: PPC, mailing, Google AdWords, landing pages and microsites. • Account management along with Public Relations agencies to increase the firm's exposure: Press, online & offline publications, interviews, publishing articles with relevant media. • Traffic generation, database management, marketing best practices implementation. • Online Branding and

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CONSULTANT

Deloitte México

Jun 2012 - Mar 2013 (10 months)

• Structured the marketing and finance KPIs of clients in order to increase their monthly net revenues in a 10% • Offline solutions and strategies development in order to solve the commercial area complexities for family businesses. • Evaluated the current and future market share, SWOT analysis and cross-selling strategies for clients. • Commercial strategies development linked to marketing consulting processes and corporate governance areas of four clients at the same time: retail, education, oil & gas and transportation (with a minimum of USD$ 100K monthly incomes) Achievements: Being in charge of 2 trainees and managed 4 clients at the same time

PROGRAM MANAGER

Accenture

Aug 2009 - Jun 2012 (2 years 11 months)

• Integrated online marketing campaigns for 5 different countries in LATAM. • PPC, Google AdWords, CTA strategies, landing pages and microsites, A/B testing, basic HTML, e mail marketing strategies: Content management, OR/CTR/CTOR analysis and Marketing Automation Management, demand generation. • Event management: Brochures, success cases development, promotional materials, pre/post event follow-up. • Marketing and commercial training: Trained a group of 10 Engineers in online and offline marketing strategies and a group of 350 users in one week • Improvements to the service level agreements (SLAs) delivered to clients. • Supervised the Telemarketing teams, reducing idle times in 20% and increasing their capacity to make more than 150

Paulina Sánchez del Villar Villegas

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Paulina's behavioral traits
Paulina's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.