Executive with over 10 years' experience spanning Aviation, Logistics & Freight Transportation, Chemicals and Professional Services, operating at the intersection of business, technology and customer experience.
Combines an MBA and a legal background with deep operational expertise, bringing a rare ability to move from strategy design to hands-on execution. Has led digital transformation, CRM and conversational AI programmes for one of Latin America's largest airlines and redesigned the commercial and service model of a freight transportation company — in every case translating technology into measurable business outcomes: higher revenues, lower costs and stronger customer relationships. Believes transformation succeeds when it is built around the customer and adopted by the people who run the operation every day.
KEY SKILLS
Corporate & commercial strategy
CRM strategy & Single View of the Customer
Conversational AI & self-service strategy
Digital transformation & process automation
Product management & roadmap definition
Customer Experience (CX) & Customer Journey design
Loyalty & hyper-personalisation
Value-based pricing & revenue optimisation
Data-driven segmentation & analytics
Omnichannel service & contact centre optimisation
Transport Management Systems (TMS) & operational traceability
KPI design & performance management
Agile delivery (Scrum) & cross-functional team leadership
Strategic partnerships & negotiation
Stakeholder management (private & public sector)
ENVIRONMENT
Digital transformation & technology adoption
Operating model redesign & restructuring
Performance improvement (growth and/or cost)
New products / service launches & performance reviews
PROFESSIONAL ACHIEVEMENTS
Digital Transformation & AI
Designed and executed the corporate conversational AI strategy for a leading Latin American airline, launching a virtual assistant across 3 channels, 20 use cases and 150 FAQs in 6 languages:
❖ -14% call centre volume
❖ +20% digital channel sales
❖ +5% self-service adoption
Deployed a global telephony-CRM integration across operations in the Americas and Europe, achieving 80% caller identification, raising First Contact Resolution to 85% and improving customer satisfaction by 30%.
Led the end-to-end development and implementation of a Transport Management System (TMS) for a freight transportation company, unifying customer, service and asset data, enabling full operational traceability and reducing sales operation costs by 18%.
Revenue Growth & Commercial Performance
Restructured the client portfolio of a freight transportation company through data-driven segmentation and value-based pricing, securing tariff adjustments 8 points above inflation.
Built customer segmentation models enabling personalisation strategies that increased cross-sell revenues by 12%.
Introduced a KPI framework for suppliers performance, enabling a 2% monthly inventory reduction and improving operational efficiency.
Customer Centricity
Redesigned the operating model for customer engagement and service workflows, improving CSAT by 15 points through faster response times and proactive case management.
Implemented VIP and high-value customer initiatives, increasing retention by 18%, reducing reported incidents among frequent flyers by 25% and cutting response times for premium clients by 20%.
Built omnichannel disruption notification rules, increasing baggage self-service by 20% and reducing call centre costs through proactive, customer-focused communication.
OTHER RELEVANT INFORMATION
Languages: Spanish (Native); English (Bilingual); French (Basic)
Education: MBA - IPADE Business School, Mexico City, Mexico; Law Degree (LL.B.) - Universidad Anáhuac México Norte, Mexico