Tomas Villazon
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Experience Designer Consultant
Bogotá, Colombia
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Résumé
Jobs
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Experience Designer Consultant public Remote experienceIZO - The Experience Design CompanyNov 2023 - Current (2 years)As an Experience Designer Consultant specializing in Customer Experience (CX) and Employee Experience (EX), I collaborate with organizations to create innovative strategies that enhance both customer interactions and employee engagement. Leveraging my expertise in CX and EX methodologies, I design tailored solutions that drive meaningful outcomes and foster a culture of continuous improvement. My role involves conducting research, analyzing data, and implementing solutions that optimize experiences across all touchpoints, ultimately leading to increased satisfaction, loyalty, and business success. Additionally, I utilized Dialpad to manage ongoing communication with clients across Latin America, which enabled efficient call logging and foll- Investigation of cargo terminal at El Dorado International AirportAsocolfloresJul 2022 - Nov 2022 (5 months)In my role investigating the cargo terminal at El Dorado International Airport, I conducted thorough assessments to ensure operational efficiency and compliance with safety regulations. I collaborated with various stakeholders to identify areas for improvement and implemented solutions to enhance terminal performance. Additionally, I utilized CRM tools such as Salesforce and Zendesk to manage client portfolios, track interactions, and maintain visibility over account health. By combining this with data analysis to interpret feedback, usage patterns, and KPIs, I was able to identify opportunities and risks within each account. This strategic approach not only strengthened relationships and improved retention but also uncovered upsell potenti
- SService manager in Miura, Central Burgers, Bazar by Miura and Mantú.Jan 2022 - Current (3 years 10 months)As a Service Manager at Miura, Central Burgers, Bazar by Miura, and Mantú, I was responsible for overseeing service operations, ensuring high levels of customer satisfaction, and leading a team to deliver exceptional service experiences. My role involved training staff, managing service quality, and implementing process improvements to enhance operational efficiency. Additionally, my experience as a consultant at IZO allowed me to strategically manage client relationships, understanding their needs and aligning with their goals to deliver tailored customer experience solutions that had measurable impact. This background is closely tied to account management, as I consistently maintained client satisfaction, ensured successful project delive
- VVC HOSPITALITY GROUPJan 2022 - Current (3 years 10 months)At IZO, I worked daily with Salesforce and Zendesk to manage client interactions and internal workflows. In Salesforce, I tracked the full customer journey—from onboarding to renewal—ensuring all touchpoints were logged and aligned with client goals. Zendesk helped us manage support tickets and feedback loops, which I leveraged to identify recurring issues, suggest CX improvements, and proactively follow up with clients. Using these CRMs gave me full visibility over account health, helped prioritize actions, and strengthened the relationship between data and decision-making.
- VService manager in Miura, Central Burgers, Bazar by Miura and Mantú.VC HOSPITALITY GROUPJan 2022 - Aug 2023 (1 year 8 months)
- SService manager in Miura, Central Burgers, Bazar by Miura and Mantú.Jan 2022 - Current (3 years 10 months)
- SAccount managerSan Fedele SAS - VIPER SASSep 2021 - Current (4 years 2 months)
- MMust Mochilas WayuuApr 2018 - Nov 2022 (4 years 8 months)As the founder of Must Mochilas Wayuu, I have been responsible for overseeing all aspects of the business, from product development to customer engagement. My role has involved building strong relationships with clients and ensuring their satisfaction with our offerings. Additionally, I have been deeply involved in every stage of the sales process, from prospecting and pitching to closing deals and nurturing long-term relationships. This experience has equipped me with the skills necessary for a sales-oriented Customer Success role, allowing me to identify client pain points, tailor solutions to meet their needs, and consistently deliver value that drives retention and growth. My sales mindset not only focuses on solving problems but also o
Education
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- Administración y ServicioUniversidad de la SabanaJan 2019 - Current (6 years 10 months)
- Business Administration and ManagementCESAJul 2018 - Dec 2019 (1 year 6 months)
Projects (professional or personal)
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- Zurich seguros, NEXA, Grupo AVAL, Cámara de Comercio de Bogotá, Surtigas, entre otros proyectos de análisis de experiencIZO - The Experience Design Company, ZinniaNov 2023 - Jul 2025 (1 year 9 months)Zurich seguros, NEXA, Grupo AVAL, Cámara de Comercio de Bogotá, Surtigas, entre otros proyectos de análisis de experiencia del cliente. Para analizar indicadores de mejora para estas organizaciones y lograr la retención en experiencia del cliente.
- CX and EX projectsIZO - The Experience Design CompanyNov 2023 - Jul 2025 (1 year 9 months)As a consultant in Customer Experience (CX) and Employee Experience (EX), I’ve designed user-centered experiences that seamlessly integrate UX/UI principles. I understand that both customer and employee experiences extend beyond human interaction—they’re also shaped by every touchpoint, including digital interfaces. I’ve collaborated closely with design and development teams to ensure that digital journeys reflect real user insights, drawn from both qualitative and quantitative research. This allows me to translate emotional and functional needs into intuitive, accessible, and visually consistent solutions.
Awards
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- Qualtrics CX CertificateQualtricsNov 2023 - Current (2 years)