Viviana Miranda Trujillo

Viviana Miranda Trujillo  new_releases

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Talent Development and Learning, Employee & Customer Experience, Change Management
Bogota D.C., Colombia

Contact Viviana regarding: 

Flexible work
Starting at USD25K/hour
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Résumé


Jobs verified_user 0% verified
  • Liberty Latin America
    Innovation & Technology Product Owner
    Liberty Latin America
    Jun 2024 - Current (11 months)
    1. Successfully led the implementation of a new omnichannel platform (Genesys), revolutionizing customer experience and improving operational efficiency. 2. Pioneered the integration of voice recognition technology into the platform, enabling natural language interactions and enhancing customer satisfaction. 3. Developed and implemented an LLM-powered knowledge base to provide intelligent and accurate responses to customer inquiries, reducing customer support costs and improving resolution times. 4. Led successful projects from inception to completion, ensuring adherence to timelines, budgets, and quality standards. 5. Managed cross-functional teams effectively, fostering collaboration and teamwork.
  • Liberty Latin America
    Learning & Development Manager
    Liberty Latin America
    Aug 2022 - Jun 2024 (1 year 11 months)
    - Led cross-functional teams in more than 5 countries in Latin America, focusing on a regional model of training, quality, and operational improvement for different telecommunications companies, monitoring and optimizing BPO's processes. - Spearheaded the development and delivery of impactful training programs for new business platforms, resulting in a 12% digital adoption increase, 18% customer containment and retention growth, and positive NPS across all businesses (e.g., omnichannel platform training launch). - Design and implement a comprehensive Quality Assurance (QA) scorecard system to measure and improve Customer Experience (CX) handling. This system will include an Employee Scorecard to drive targeted training and performance manag
  • General Motors
    Training Specialist
    General Motors
    Jan 2021 - Jul 2022 (1 year 7 months)
  • Skandia
    Senior Training and Development
    Skandia
    Jan 2019 - Jan 2021 (2 years 1 month)
  • Viaggio Hotels
    Innovation and Customer Experience Coordinator
    Viaggio Hotels
    May 2018 - Jan 2019 (9 months)
    Creation of Customer and employee Journey Map, loyalty plans, management and measurement of customer satisfaction in NPS, CRM business strategies with KPI Balance Score Card indicators In charge of measuring Online Reputation with impact on Revenue Management, Creation of Service School through gamification and elearning strategies. Measurement and construction of learning strategies through indicators kirk patrick
  • Diageo
    Customer Relationship & CX Trainer|
    Diageo
    Jan 2017 - Jan 2018 (1 year 1 month)
    Implementation of personalized experience, lifting of buyer person with design thinking. Creation of Customer Satisfaction project to develop soft and cognitive skills in the employees throught change management strategies. Improve training programs for customer experiences (internal and external customers), through blended methodologies Process optimization with KAIZEN methodology to improve the workload for the Order to Cash department. (workforce)
Education verified_user 0% verified
  • Universidade de São Paulo
    MBA Digital Business public Remote experience
    Universidade de São Paulo
    Sep 2020 - Current (4 years 8 months)
  • U
    International Business Administration
    Universidad del Rosario
    Aug 2012 - Nov 2017 (5 years 4 months)
  • U
    Business Administration
    Universidad del Rosario
    Aug 2012 - Dec 2017 (5 years 5 months)
Projects verified_user 100% verified
  • D
    Desarrollo de un producto financiero digital verified_user Verified experience
Publications verified_user 0% verified
  • E
    El ingrediente perfecto para maximizar la calidad del servicio
    Mar 2016 - Oct 2016 (8 months)
    - Consultoría Organizacional