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Regional CX Program Manager Resume Example

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REGIONAL CX PROGRAM MANAGER
Professional Summary

I'm an accomplished Business Program Manager professional with over 12 years of experience in the IT Industry, growing in different marketing roles. I'm passionate about customer satisfaction and skilled in business intelligence, customer acquisition and process / project management. I've effectively worked with leadership teams by communicating insights and influence in the creation of improvement strategies.

Skills
  • Business Intelligence : 6 years of experience. Capable to build and analyze variety of data points (qualitative and quantitative) provided by different sources. Excellent/Advanced knowledge of MS Products specifically Excel, PowerPoint, PBI and SharePoint
  • Customer Experience: 9 years of experience running Voice of the Customer (VoC) programs and identifying opportunities that have improved customer experience
  • Process Management : Implementation and program management including budget, call center agent's management, database and reporting. Capability to make efficient and effective process improvement proposals
  • Cross-group Collaboration: Effectively working with peers, leadership team and business units to improve and change business practices
Work History
Regional CX Program Manager / / MICROSOFT LATAM - Fort Lauderdale, FL / 04.2017 - 08.2019
  • Customer Satisfaction: Managed overall process of Customer and Partner Experience measurement survey in LATAM and conducted data analysis to provide critical information to regional marketing teams. Increased satisfaction levels, placing the region in the top 3 for the last 2 years
  • Business Intelligence: Developed BI reports from customer satisfaction data. Managed and analyzed multiple sources of data to uncover issues and develop solutions for business needs
  • Process Management: Responsible of implementation and Program Manager from LATAM Satisfaction Desk, including budget management, call center agent management, and database reporting. Responsible to make efficient and effective process improvement proposals. Efficiently managed project timeline. This initiative has allowed LATAM to exceed their product revenue and customer acquisition in Azure and Dynamics 365
Regional CX Coordinator / / MICROSOFT LATAM - Fort Lauderdale, FL / 09.2010 - 03.2017
  • Regional coordination of Satisfaction survey for customers and business partners, including trainings, schedule, reports and communications. Lead the Satisfaction Survey that placed LATAM in the highest results in Microsoft's history in 2015 (+25pts in growth since 2010)
  • Managed account transition (aka Red Carpet) overall process: teamed with corporate stakeholders, provided key business insights to regional leads, report building and follow up
  • Successfully lead the CX Coordinator community in the region (8 coordinators throughout Latin America)
  • Managed area budget (marketing and escalations), ensuring requests are approved in accordance to authorized approvers list
  • Cross-corporate alignment with marketing team developing communications that portray value in work done by Microsoft to enhance customer and partner satisfaction
  • Work as communication channel between subsidiaries and corporate headquarters
  • Operational Coordinator of quarterly Champions Award program
Marketing Coordinator / / Microsoft Colombia - Bogota, Bogota / 07.2009 - 09.2010
  • Coordinating overall process of satisfaction surveys for customers and business partners
  • Management of vendor company responsible to run local VOC (Voice of the customer) initiatives
  • Planning communication strategies for continuous improvement throughout the organization, including internal and external communications
  • Management of marketing budget provided by corporation to the entire department
  • Design and implementation of internal communication activities that support the creation of a culture of customer focus, business partners, and improvement
Marketing Analyst Intern / / Microsoft Colombia - Bogota, Bogota / 05.2008 - 07.2009
  • Drive the ROB (Rhythm of the business), calendar, meetings and marketing and sales reports
  • Successfully coordinate the local preparation for the Government Leaders Forum with the local PS Lead
  • Organization and logistics of events with corporate customers in Colombia and the United States
  • Management of marketing budget
  • Support corporate sales processes (Operations-Business administration)
  • Support the licensing process between customer, business partner and Microsoft
Education
2010 - EAFIT University - Bogota, COLOMBIASpecialist in Marketing : Marketing Management And Research
2007 - Santo Tomas University - Bogota, COLOMBIABachelor's Degree: Business Communications
Accomplishments
  • Responsible of the implementation of Regional Satisfaction Desk, this initiative has allowed LATAM to exceed their product revenue and customer acquisition in Azure and Dynamics 365 and is a WW best practice.
  • Supervised regional team of 10 staff members
  • Microsoft Azure and Dynamics 365 certifications.
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Resume Overview

Companies Worked For:

  • MICROSOFT LATAM
  • Microsoft Colombia

School Attended

  • 2010 - EAFIT University
  • 2007 - Santo Tomas University

Job Titles Held:

  • Regional CX Program Manager
  • Regional CX Coordinator
  • Marketing Coordinator
  • Marketing Analyst Intern

Degrees

  • Specialist in Marketing : Marketing Management And Research
    Bachelor's Degree : Business Communications

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