Self-reported as: “Can work in English”

Skills & tools

About

Work preferences

Job type

Freelance / Independent, Full-time, Part-time

Company size / type

Growth-stage startup (21-200), Large/multinational (200+)

Culture

Growth-stage startup (21-200), Large Company

Industries

Business Consulting, Finance & Accounting

Hours

EST business hours

Remote experience

Worked in Mexico for Spain

Salary context

Benchmarks for SMB non-tech role · Mid (3–7 yrs).

US figures from BLS OEWS 2024 + Glassdoor; India figures from US SMB offshore vendor pricing. Adjusted for the candidate's seniority.

Work experience

1. Product Operations CX · Scotiabank

   May 2023 — Jun 2024

   - Led the strategic redefinition of the app and ATM customer experience, increasing ATMs from 2,000 to 10,000 and improving NPS from 42% to 61% in six months. - Utilized data analysis and customer profiling to launch targeted marketing campaigns…

2. Product Operations | CX · Santander

   Apr 2020 — May 2023

   - Managed cross-functional teams across UX, data analytics, and product management, reducing customer churn by 38% through strategic product enhancements. - Led initiatives to improve the digital app and created a fee refund platform, increasing…

3. Scrum Master · Minsait

   Apr 2019 — Apr 2020

   - Led agile teams as Scrum Master, improving customer journey experiences and operational efficiencies by increasing customer acquisition by 12% and process efficiency by 14% - Developed platforms for displaying business indicators, resulting in a…

4. Management Consulting Analyst · Accenture

   Apr 2018 — Apr 2019

   - Conducted end-to-end process analysis to propose operational efficiencies and define key performance indicators for technological implementations. - Led the implementation of biometric systems, reducing identification times by 60% (from 10 minutes…

Education

1. Product Management · Colectivo 23

   2024
2. Agile with Atlassian Jira · Coursera

   2024
3. Product Management Basics Certification · Pendo

   2024
4. Agile Project Management · Google

   2024
5. Behavioral Design · IMEC A.C.

   2023
6. Diploma · Tecnológico de Monterrey

   2022
   · Digital Transformation and Analytics
7. Diploma · Universidad Anahuac

   2020
   · Design Thinking
8. Service Design: User Experience Innovation · Crehana

   2020
9. Certified Scrum Master · SCRUMStudy

   2019
10. Bachelor's · Universidad Anahuac

    2012—2016
    · International Business

Achievements

• Led the strategic redefinition of the app and ATM customer experience, increasing ATMs from 2,000 to 10,000 and improving NPS from 42% to 61% in six months.
• Utilized data analysis and customer profiling to launch targeted marketing campaigns, achieving a 32% increase in customer loyalty and a 22% rise in monthly transactions.
• Managed cross-functional teams across UX, data analytics, and product management, reducing customer churn by 38% through strategic product enhancements.
• Led initiatives to improve the digital app and created a fee refund platform, increasing credit sales by 18%.
• Managed the product launch of a rewards program, overseeing ideation, timelines and budgets, which led to a 12% year-over-year increase in customer acquisition.
• Led agile teams as Scrum Master, improving customer journey experiences and operational efficiencies by increasing customer acquisition by 12% and process efficiency by 14%
• Developed platforms for displaying business indicators, resulting in a 95% improvement in report generation speed and facilitating data-driven decision-making.
• Collaborated on planning and monitoring agile projects, reducing product delivery timelines by 33% and increasing project methodology adaptation.
• Tracked and monitored project progress in Jira, achieving a 82% adherence rate to deadlines and reducing project risks through proactive issue identification and resolution.
• Led the implementation of biometric systems, reducing identification times by 60% (from 10 minutes to 4 minutes) and cutting paper costs by 8%, leading to a 12% overall cost reduction in the identification process.