William Andrés Suárez Ortiz

William Andrés Suárez Ortiz

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Senior Manager CX Manager
Colombia
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Starting at USD7k/month
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Jobs verified_user 0% verified
  • LIberty Latin America
    CX & Churn Senior Manager
    LIberty Latin America
    Mar 2023 - Current (3 years 8 months)
    ๏ Lead the B2B customer experience strategy definition across LLA Branches. ๏ Improve the end-to-end customer experience service design endeavors for large and small businesses, with a focus on delivering tangible business outcomes ๏ Be the main advocate for B2B CX Organization Maturity evolution ๏ Define a CX measurement program to cover all organization levels and lead the voice of the customer program focusing on NPS, CSAT, CES and Interaction Quality ๏ Lead End-to-End Service Experience Design method to disrupt and uncover new experiences and business opportunities across LLA B2B Markets ๏ Boost the End-to-End Service Experience Design organization capabilities to improve CX Maturity and prioritize our transformation roadmap
  • LIberty Latin America
    Senior Manager CX Strategy & Churn Management Executive
    LIberty Latin America
    Mar 2023 - Current (3 years 8 months)
  • I
    Digital Transformation Consulting Director
    I-LATAM CX &
    Jun 2022 - Feb 2023 (9 months)
    ๏ Lead the customer experience strategy and digital transformation consulting practice for the Ibero LATAM Region ๏ Develop the CX and Digital Disruption Value Proposition Consulting Services ๏ Identify new incomes streams to create innovative TP products and services boosting CX and business results ๏ Lead digital disruption projects, and consulting teams to drive business innovation, defining the strategic plan to follow to achieve sustainable commercial and operative models ๏ Be responsible for strategy design, and commercial execution for CX consulting business unit over the I-LATAM region, with the main focus on practice growth through farming and hunting activities to ensure the LOB budget.
  • Teleperformance
    Ibero-Latam CX & Digital Transformation Consulting Director
    Teleperformance
    Jun 2022 - Feb 2023 (9 months)
    - Lead the customer experience strategy and digital transformation consulting practice for the Ibero Latam Region
    - Develop the CX and Digital Disruption Value Proposition
    - Identify new incomes streams to create innovative TP products and services boosting CX and business results
    - Lead digital disruption projects to drive business innovation, defining the strategic plan to follow to achieve sustainable commercial and operative models
  • Globant
    Business Hacker Executive North and Latin America Studio
    Globant
    Jul 2021 - Aug 2022 (1 year 2 months)
    - Lead sustainable transformation programs using digital solutions to drive business value
    - Identify new incomes streams to create innovative products and services boosting business results
    - Lead digital disruption projects to drive business innovation, defining the strategic plan to follow to achieve sustainable commercial and operative models
  • Globant
    Business Hacker Executive North & Latin America
    Globant
    Jul 2021 - Jun 2022 (1 year)
    ๏ Lead sustainable transformation programs using digital solutions to drive business value ๏ Identify new incomes streams to create innovative products and services boosting business results ๏ Lead digital disruption projects to drive business innovation, defining the strategic plan to follow to achieve sustainable commercial and operative models ๏ Be responsible for the Business Hacking Studio's positioning and business growth in the NOLA region. ๏ Lead and develop the hacker practice and teams in the region to optimize their performance ๏ Create the business hacker methods and frameworks to keep consistent delivery across the region with other geographies.
  • LIberty Latin America
    Customer Experience and Digital Regional Strategy Manager
    LIberty Latin America
    Mar 2018 - Jul 2021 (3 years 5 months)
    - B2B Digital Manager for the regional Center of excellence that support digital products definition and development for all the LLA B2B branches
    - Define the omni-channel customer experience strategy for B2B segments in all regions (Caribbean, Central America and Latam markets)
    - Optimize the experience of digital channels focused on lead to revenue & e-care
    - Guide the strategy of content generation, positioning and digital marketing for the different regions and brands operations (C&W Business, C&W Networks, + Móvil, Flow , BTC)
  • Ericsson
    Digital & Customer Experience Strategist Consultant at Global Center of Excellence at Ericsson
    Ericsson
    Aug 2016 - Dec 2017 (1 year 5 months)
    Entel (Chile / Perú)

    - Strategic design of the web, mobile and omni-channel user-centric experience for Entel Business Segments (B2C - B2B)

    - Leader of the UX team for Entel's digital transformation project, responsible to design digital interactions for e-commerce and e-care platform powered by the Full-stack solution
  • IBM
    Global Digital & Mobility Lead Consultant Spanish South America
    IBM
    Jun 2015 - Jul 2016 (1 year 2 months)
    Lead consultant responsible for:

    - Understanding strategic business imperatives to Develop Mobility and Digital Strategy for Business Transformation.

    - Development portfolio of mobile and digital services (IBM Mobil First)

    - Support in sales management portfolio of mobility services and digital strategy

    - Designs customer experience strategy and mobility solutions through different methodologies like design thinking and KJ Analysis (Six Sigma)
  • Everis
    Telecom And Digital Industry Business Leader
    Everis
    Nov 2014 - May 2015 (7 months)
    Telefonica (Peru)

    Leader of the project management team (PMO) for the transformation program + Simple

    Management, monitoring and control of scope, risks, issues of the transformation program for the 8 streams (Customer Experience, Implementation of Technological Solution – Amdocs CRM- , Business Process Redesign, Operational Efficiency, Change Management, Organizational Efficiency, New Commercial offer and Products and services simplification)

    Methodological definition and best practice for the implementation of strategic guidelines:

    o Definition of customer segmentation model
    o Simplification of product and services portfolio
    o Flexibility to incorporate third-party products
    o Defi
  • Accenture
    Consultant Management CRM Specialist
    Accenture
    Jul 2010 - Oct 2014 (4 years 4 months)
    Claro (Colombia)
    Lead consultant to the development of multichannel customer experience model

    Telefonica (México)

    Leader consultant responsible for online channel optimization initiatives for mobile operation
    • Analysis of the digital strategy and strategic definition of SEO, SEM and Social Media
    • Development of online multi-channel digital strategy
    • Development of the new online funnel for the measurement and enhancement of ROPO trend (Research Online - Purchase Offline)
    • Design of online distributor operative model

    Telefonica (Colombia/Ecuador/Peru)
    • PMO responsible for optimization initiatives and accelerating online channels for fixed and mobiles operations in Colombia
  • Copa Airlines
    Product coordinator A VOLAR Domestic and international destinations
    Copa Airlines
    Sep 2009 - Jul 2010 (11 months)
    • Responsible for competitive analysis, market research, profitability analysis of products and distribution channels, as well as design integration programs for virtual channels to implement channel online sales of tourism programs
    • Budget Design of the tourism market department
    • Design of tourism product
    • Balance Score Card & Key Performance Indicators
  • Tata AIG Life Insurance
    Junior Underwriter Accident & Health
    Tata AIG Life Insurance
    Nov 2006 - Sep 2009 (2 years 11 months)
    • Personal Accident & Health Junior underwriter, responsible for product design, underwriting and operation of distribution channels (telemarketing, bancassurance, agencies and online channels)
    • Risk analysis
    • Products portfolio profitability analysis
    • Market research for corporate projects to develop insurance markets
    • Development of commercial budgets
  • Cemex Colombia
    Project Leader RRHH
    Cemex Colombia
    Jan 2006 - Oct 2006 (10 months)
  • Latamfactors
    Management and Digital Strategy Consultant
    Latamfactors
    ๏ Lead consultant omnichannel customer experience strategy design projects ๏ Lead consultant responsible for online channel optimization initiatives for digital transformation service line ๏ Analysis of the digital strategy and strategic definition of SEO, SEM, and Social Media Marketing Plan ๏ Design online/ offline distributor operative model (e- commerce, retail strategy) ๏ Development of digital campaigns for LATAM region ๏ Management media agencies and campaigns ๏ Lead and support the growing of Interactive portfolio at LATAM region (Ways of working, Interactive Methods, Training and development of skills)
  • LIberty Latin America
    CX & Digital Regional Strategy Manager
    LIberty Latin America
    ๏ Leader of the project management team (PMO) for the Digital Multichannel and customer journey transformation program + Simple ๏ Methodological definition and best practice for the implementation of strategic guidelines: ๏ Definition of customer segmentation model ๏ Simplification of product and services portfolio ๏ Flexibility to incorporate third-party products (e-commerce platform) ๏ Definition of Customer Journey Model ๏ Definition of multichannel strategy and self-services channels strategy (customer journey, experience, e-servicing and e-care) ๏ Support the consulting position and commercial growth generating new opportunities for the target clients
  • Pan-American Life Insurance Company
    Junior Underwriter
    Pan-American Life Insurance Company
  • LIberty Latin America
    CX & Digital Regional Strategy Manager
    LIberty Latin America
    ๏ Define the omni-channel customer experience strategy for B2B segments brands in all regions (C&W Business, C&W Networks, Flow Business, +Movil Negocios, BTC, Liberty Puerto Rico Negocios, VTR Negocios) ๏ Optimize the digital channels experience focused on revenue generation & e-care (Growing the e-commerce LOB and boost cost of serve through self and assisted digital care strategies)
Education verified_user 0% verified
  • LinkedIn
    Selling with Stories, Part 2: Stories Great Sales People Tell
    LinkedIn
    Dec 2018
  • Coursera
    Getting Started: Agile Meets Design Thinking
    Coursera
    Oct 2017
  • University of Virginia
    PGCert on Agile Meets Design Thinking
    University of Virginia
    Jan 2017
  • University of Virginia
    PGCert Design Thinking for Innovation, Innovation
    University of Virginia
    Jan 2017
  • Coursera
    Gamification
    Coursera
    Oct 2012
  • EAE Business School
    Master in Marketing Online and eCommerce, E-Commerce, Digital Marketing, SEO, SEM, Social Media, CRM, eCRM, Analytics
    EAE Business School
    Jan 2012 - Jan 2013 (1 year 1 month)
  • The Wharton School
    Certificate in Gamification techniques, Gamification
    The Wharton School
    Jan 2012
  • A
    Management Consulting Methodologies, Management Consulting Methodologies
    Accenture Management Consulting University
    Jan 2011
  • Alianza Colombo Francesa
    French B2 Level CEFR, French Studies
    Alianza Colombo Francesa
    Jan 2010 - Jan 2012 (2 years 1 month)
  • A
    Reinsurance Technician, Insurance
    Asociación Colombiana de Técnicos en Reaseguros (ACTER)
    Jan 2009
  • I
    Internal Quality Auditor, ISO 9000
    Instituto Nacional de Consultoría en Calidad INALCEC
    Jan 2008
  • Passport Language Center
    Deepening Listening and Speaking – Advance level, English Language and Literature/Letters
    Passport Language Center
    Jan 2007 - Jan 2008 (1 year 1 month)
  • E
    Industrial Engineer, Industrial Engineer
    Escuela Colombiana de Ingeniería Julio Garavito y Universidad del Rosario
    Jan 2001 - Jan 2006 (5 years 1 month)
  • U
    Master in Marketing Online
    University of Barcelona and OBS Barcelona
  • E
    Industrial Engineer
    Escuela Colombiana de Ingeniería Julio Garavito y Universidad del Rosario
  • V
    Agile Meets Design Thinking
    Virginia University
  • E
    Industrial Engineer
    Escuela Colombiana de Ingeniería Julio Garavito y Universidad del Rosario
  • The Wharton School
    Gamification Design
    The Wharton School
  • U
    Master Digital Marketing & Ecommerce
    UPC de Barcelona, EAE Business School
Projects (professional or personal) verified_user 0% verified
  • T
    Telefónica (México): Online Channels Boosting.
    Sep 2013
    • Analysis of the digital strategy and strategic definition of SEO, SEM and Social Media
    • Development of online multi-channel digital strategy
    • Development of the new online funnel for the measurement and enhancement of ROPO trend (Research Online - Purchase Offline)
    • Design of online distributor operative mode
  • V
    Venta Online de Productos Móviles
    Apr 2011 - Current (15 years 7 months)
Awards verified_user 0% verified
  • Accenture
    Ken Ernst Innovation Award
    Accenture
    Jun 2012
    8th worldwide place in the prizes Ken Ernst Innovation Awards, thanks to the project "Digital Transformation of the Telefonica Group in Center and South America"

    Project Description:
    The team delivered a complete digital diagnostic, transforming qualitative vision into an objective diagnostic with a clear roadmap. The most sophisticated tools and experts were employed to reach ambitious business results. The strategic approach delivered was based on cross-industry successes and the team’s own vision, helping the client make a dramatic shift in the way digital facilitates its business