ALEJANDRO ACOSTA GUTIERREZ
Colombia
Summary
Business Administrator with over 10 years of experience in customer experience management, operations & cash tasks across LATAM countries. With a high level of responsibility and commitment. Having a dynamic character, initiative, and willingness to learn, excellent negotiating skills, interpersonal relationships, and great ability to work in teams and lead them to objectives and goals achievements.
Legally enabled to work in Colombia and Perú.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
NuBank
10.2023 - Current
- Led a +100 customer success team for Colombia market. Be owner of the hiring process of supervisor´s role.
- Create and develop the CX strategy for the company.
- Develop deep expertise in company products, key differentiators, and the value it provides to our customers.
- Develop of CX OKRs.
- Lead projects and initiatives related to CX OKRs, based on data analysis.
Customer Success Supervisor - North America
CookUnity
05.2023 - 10.2023
- Led the customer success team for North America. Cross-countries management. Help hire, train and manage Customer Support Agents.
- Create and develop the CX strategy for the company.
- Manage daily & weekly workflow, pace, and efficiency of the team.
- Develop deep expertise in company products, key differentiators, and the value it provides to our customers.
- Lead and help with projects and initiatives related to CX OKRs, based on data analysis.
Customer Success Leader Salvador & Colombia
Accenture
02.2023 - 05.2023
- Led the customer success team for el Salvador & Colombia. Cross-countries management.
- High-level stakeholder management across the organization.
- Ensure KPIs achievement and work with the CSRs on action plans to increase them.
- Work on operational improvements, which result in savings and improved profit margins.
Regional CX Program Specialist
Beat Ride App
09.2021 - 11.2022
- UX and CX Project Manager for LATAM passenger domain.
- Identified issues, analyzed data, and provided sustainable solutions to customer experience issues.
- Drove operational improvements, which resulted in savings and improved profit margins.
- Design support processes and policies for new and existing products that guarantee positive customer experience throughout Latin American markets.
- Issue resolution mindset and close business partnering with Latam GMs.
Marketplace Operations Specialist
Beat Ride App
09.2020 - 09.2021
- Create and implement strategies for city and services growth within the competition.
- Responsible for each city's marketplace health, demand, and supply.
- Ensure service levels KPIs by different strategies to beat competitors.
- Tracked and analyzed reports to determine needed improvements and executed them.
- Generated reports of findings to take key decisions for market improvement and growth.
Customer Experience Supervisor
Beat Ride App
05.2019 - 09.2020
- Develop KPIs ́ s action plans, and set objectives for CX agents, managing overall development of FO and delivering constant feedback to the team.
- Set policies & procedures for team performance and processes.
- Senior stakeholder management and alignment.
- Manager of 11 CX agents across Colombia.
- Responsible for the operation of Medellin, Barranquilla & Pereira Hubs.
Latam Cash Performance Senior
Diageo
09.2017 - 05.2019
LAC Credit Controller
Diageo
04.2016 - 09.2017
Customer Experience Advisor
Diageo
07.2014 - 03.2016
Education
Lean Six Sigma Certification
SGS Colombia
Bogota, Colombia01.2019
Diplomat Certification Course on Management Skills - Business Management
Universidad De Los Andes
Bogota, Colombia12.2018
Diplomat Certification Course On Customer Experience - Customer Service Management
Universidad De Los Andes
Bogota, Colombia06.2017
Business Administration And Management
Universidad De La Sabana
Bogota, Colombia11.2014
Skills
- Data analysis
- Customer-focused / CX metrics
- Team management
- Effective problem solver
- Microsoft office pack
- SQL - Basic
- Tableau
- CRM platforms
- SAP
- Miro / Jira
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Success Manager
NuBank
10.2023 - Current
Customer Success Supervisor - North America
CookUnity
05.2023 - 10.2023
Customer Success Leader Salvador & Colombia
Accenture
02.2023 - 05.2023
Regional CX Program Specialist
Beat Ride App
09.2021 - 11.2022
Marketplace Operations Specialist
Beat Ride App
09.2020 - 09.2021
Customer Experience Supervisor
Beat Ride App
05.2019 - 09.2020
Latam Cash Performance Senior
Diageo
09.2017 - 05.2019
LAC Credit Controller
Diageo
04.2016 - 09.2017
Customer Experience Advisor
Diageo
07.2014 - 03.2016
Lean Six Sigma Certification
SGS Colombia
Diplomat Certification Course on Management Skills - Business Management
Universidad De Los Andes
Diplomat Certification Course On Customer Experience - Customer Service Management
Universidad De Los Andes
Business Administration And Management
Universidad De La Sabana
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