Hanna Rodríguez Ávila
Master Of Business Administration
Cali,VAC
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Dynamic and results-driven Customer Experience Team Manager with over 14 years of experience in leading high-performance teams.
Currently serving as Head of Customer Experience managing a team of 28 members and overseeing multiple customer interaction channels. Proven track record in implementing omnichannel projects, designing customer journeys, and measuring Service KPIs such as NPS and CSAT. Fluent in English, with advanced proficiency in MS Office and exceptional analytical and interpersonal skills.
Overview
14
14
years of professional experience
6
6
Certifications
Work History
Head of Customer Experience
Jaramillo Mora Constructora
7 2020 - Current
- Lead a team of 28 in the virtual customer experience center, managing all customer service processes and the digital sales channel. - Implemented an omnichannel strategy using Genesys Cloud integrated with CRM. - Designed and implemented KPIs for customer experience (NPS, CSAT) and customer journey mapping. - Integrated customer strategy with employee experience to unify journeys. - Developed and executed strategies for salesroom and main hall customer service. - Reported directly to senior management and contributed to strategic decision-making.
Change Manager
Improving Performance Miami Company
01.2019 - 06.2020
- Led brand operations in Colombia and facilitated workshops on transformation, change adaptation, leadership, and communication. - Advised MinTic on the Apps.Co project and consulted for SMEs on CX, change management, and HR strategy. - Facilitated humanities workshops and directed Service projects at Pontificia Universidad Javeriana.
Sr. Leader of Corporate and Governmental Affairs
Mondelēz International
11.2013 - 10.2018
- Coordinated strategic marketing and PR social media for brands like Oreo, Trident, and BelVita in six Latam countries. - Led service experience strategy for the LATAM contact center. - Managed corporate public relations and internal/external communications for Western Andean and Caribbean Latam Region. - Implemented communication platforms and change management strategies. - Led corporate social responsibility and volunteer programs across three countries.
Communications Team Leader
DIRECTV
01.2011 - 11.2013
- Led the communications team, overseeing strategic communication processes. - Coordinated internal media and innovation programs across six countries. - Responsible for communication effectiveness indicators and reporting.
Education
MBA - Master of Business Administration
Universidad Javeriana
Specialization - Organizational Communication
Universidad Autónoma
Bachelor’s - Communication with Organizational Emphasis
Pontificia Universidad Javeriana
Skills
Innovative Mindset
Leadership and team development
Data-driven decision-making
Digital and cultural transformation strategies
Customer and employee experience management
Effective communication
Customer Journey Mapping
Certification
Clientology and Service - Florida Global University (In process 2022)
Languages
Spanish (Native)
English (Fluent)
Italian (Intermediate)
Portuguese (Intermediate)
Timeline
Change Manager
Improving Performance Miami Company
01.2019 - 06.2020
Sr. Leader of Corporate and Governmental Affairs
Mondelēz International
11.2013 - 10.2018
Communications Team Leader
DIRECTV
01.2011 - 11.2013
Head of Customer Experience
Jaramillo Mora Constructora
7 2020 - Current
MBA - Master of Business Administration
Universidad Javeriana
Specialization - Organizational Communication
Universidad Autónoma
Bachelor’s - Communication with Organizational Emphasis
Pontificia Universidad Javeriana
Clientology and Service - Florida Global University (In process 2022)
Customer Experience CX 360 - Universidad Los Andes (2019)
Employee Experience - Eco C (2020)
Change Management - AMPG (2018)
Coaching and Leadership - ASEIA (2017)
Neurolinguistic Programming (NLP) - The International Society of NLP, Dr. Bandler (2012)
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