Asdrubal Gamboa

Responsible for setting CX strategy for SSL -Spanish Speaking LatAm and Rest of World Regions across ride sharing industry while enhancing stakeholders relationships that promotes customer centric alignment and optimize Customer Journey, working closely with Customer Service operations (BPOs) leading best practices while Providing Technical and Product Support.

• Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets
• Conducted periodic surveys among clientele to gauge satisfaction levels, using insights to drive targeted improvements in service offerings
• Conducted thorough analysis of customer feedback, identifying trends and opportunities for enhancement of services offered
• Established strong relationships with key stakeholders, fostering collaboration towards shared goals of improved customer experiences
• Championed use of CRM systems for better tracking and management of customer interactions across multiple touch points
• Played key role in development and launch of new products/services by providing valuable input on customer needs and expectations
• Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before escalated into larger problems
• Developed and executed data-driven initiatives for continuous improvement in customer experience metrics
• Optimized resource allocation by conducting regular audits on staffing levels and skill sets required for various tasks, ensuring optimal productivity at all times
• Collaborated with cross-functional teams to identify and address key areas of improvement in customer journey
• Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring
• Redesigned customer loyalty program to create more profitable traffic
• Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors
• Decrease Defect rate by 18 points YoY, Increase Budget Efficiency by 25% by End of year and Increased contribution margin aligned with customers retention by 5 pts

Responsible for building and developing customer relationships that promote retention and loyalty, working closely with C-Suite to improve all core metrics in place for strategy execution and to ensure sustainable growth within all LatAm Region.

• Increased GMV Growth 3X for Region
• Reduced Churn Trends by 40%
• Optimized Customers LTV leveraging their profits by 10%
• Reduced Pre-entry churn up to 4% building Automated Funnel Flow Design and Build Strategy & Structure for Sub Region
• Broadened strategic business plans to promote growth and sales goals while managing Growth team of 5 direct reports and building long-lasting customer relationships.
• Introduced higher standards for customer service and increased efficiency by streamlining operations and policies.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
• Investigated and integrated new strategies to expand business operations and grow customer base. Maintained up-to-date knowledge of competitor products and pricing in market served.
• Created and implemented new business opportunities by utilizing strategic networking strategies. Demonstrated products to show potential customers benefits and advantages and encourage purchases.

Operations Director Creating Vision for Customers, Recruit and retain best Talent, Build & lead Operations and administrative team, Ensure Product roadmap alignment, Pilot Fund-raising, Develop & maintain Business plan, Managing Finances and P&L KPI´s

• Ability to Negotiate terms of business acquisitions to increase business base, solidify market presence and diversify offerings.
• Conducted target market research to scope out industry competition and identify advantageous trends implementing new market expansion to propel business forward and adapt to market changes.
• Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
• Maintained P&L and shouldered fiscal policy, resulting in revenue Growth 3X from Launch
• Aligned operations with end user experience by automating delivery sales thru integrating SaaS for all menus in delivery platforms in order to boost supply chain efficiency
• Build all Digital experience thru Multi-Brand & Multi-Channel approach go-to-market strategy

Manage full SSL - Spanish Speaking LatAm regional operation in house and Outsourced in BPO´s in order to align all CX structure within purpose and Mission strategically impacting all experience metrics in sustainable way.

Lead structure with +500 co-workers In House and +2000 Outsourced focused on manage experience, efficiency and project management metrics to set up business standards that can be used cross Business Units and Sites

• Improved Service levels (Experience KPI´s) in house by 30%
• Boosted Service levels (Experience KPI´s) outsourced by 15%
• Upgraded Staff Productivity and Efficiency by 10%
• Design & build omni-channel strategy shift (CX Turnaround) Managing 3 vendors network Contractors across 3 Business Units / 3 Channels
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity boost thru Knowledge management process optimization establishing performance and service goals and held associates accountable for individual performance.
• Grew retail sales volume in Spanish speaking LatAm 15% through strategic budgeting and product promotion and implemented strategic growth plans for territory based on company goals and expectations.
• Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
• Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 30%.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.

Fix broken experiences all over Andean region with deeper customer journey understanding across all channels side by side with business stakeholders compiling statistical approach from big data focused on upgrading customer experience with effortless tactics to decrease organic contact rate.

• Decreased CR across region by 4%
• CSAT Increased 30% up to 4.7 pts
• Set up & Launched Phone support as new service channel for drivers
• Deliver best Quality metrics for ACAC region steadily last 4 months
• Complete re-org for retail stores in 4 countries
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Ensure sustainable growth in launch markets with low media/web penetration building complete local talent structure to develop 1st class customer service handling local legal entities approach with government, vendors & staffing agencies
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
• Integrated new technologies and best practices to improve couriers and drivers delivery management.
• Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
• Developed strategic growth plans to increase sales and deliveries across Andean region

Launch new markets, Start operations and have profits forecasted to get ROI on time as planned. Managed to recruit team, set KPI to follow up and lead thru efficiency focus. Drove year-over-year business growth while leading operations, strategic vision and long-range planning. Enhanced operational efficiency and productivity by managing budgets, accounts and costs.

• Launch QSR street market for brand in several cities
• Sustainable growth driven by 18% penetration
• Grab 10% market share from competitors
• Strategic planning to Joint Venture alliances negotiated to upgrade catering
• Increased profits by 15%
• Productivity Boosted (Units/hrs) by 15%
• Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency

Perform an organization turnover as the hostile business environment was not only affecting collections and cash flow but the team self esteem as well. The Oil & Gas industry reached it's lower point in years due to geopolitical factors such as the Oil price/production balance. NOV was evaluating leaving the country market. A systematic approach was needed.

• Launched Balanced Scorecard aligning organization turnover
• Upgrade cash flows grabbing 10% market share from competitors and negotiating B2B, B2C contracts with Top Cash flow customers IOC to perform sustainable growth
• Introduced 4 new product lines with contract volume (Coring, Borehole enlargement, Agitator, MOCS) that opened the door for IOC Market, having Revenue growth by 15%.
• Major Right Sizing Restructure headcount to fit strategy
• Launched order to cash department to reduce bad debt and increased collections with National Oil Companies

Lead already financially successful product line such as drilling services to provide continuous & sustainable growth with 112 team partners not motivated.

• Focused on increasing service quality in field work conditions thru B2B contract negotiations with accommodation suppliers with exhaustive QA/QC monitoring. That enhanced team motivation to focus.
• Started customers service metrics to build effective relationship with clients and maintain good revenue increase from US $70 Million to US $93 Million YoY
• Market share growth by 5%
• 50% of contracts renewal
• 30% Profits upgrade
• Collections Increased by 30%
• Reached state of art in Billing processes with 100% of services billed
• Increased personnel efficiency in field by Maximizing staff utilization thru KPI Database
• Operations Project planning from staff of 90 team members to tools fleet utilization to reach rig count assignation of 12 rigs per month
• 1 Million Earnings due to New products Motorized Rotary steerable system tool and AGS tool introduction.