Nelson SEGOVIA

Accountable for planning, defining, and executing roadmap projects for Client Experience Index database and App, supporting SpectrumEnterprise.net.

• Supported product strategy and owned roadmap, backlog prioritization, and delivery for the CXID data platform and front-end application.
• Worked with stakeholders, analytics, and operation team to ensure requirements meet business needs.
• Led the definition and implementation of data quality and match engine initiatives in CXID database, reducing data contamination incidents.
• Reduced operational load and swivel chairs on the digital customer operation team by delivering CXID application features that increased visibility into data discrepancies, accelerated validations, and earlier detection of customer data issues.
• Defined, co-designed, and implemented an automated process to validate client data, reducing self-registration fallout, increasing digital product, billing, and ticketing availability in the portal.

Managed and actively participated in Scrum Ceremonies.

• Led refinement sessions to transform high-level requirements into epics, phases, and stories.
• Actively participated in daily stand-ups, sprint planning, retrospectives, demos, and releases.
• Exercised release go/no-go authority and risk management decision rights, preventing customer disruptions by vetoing bulk data processes when data quality or validation risks were identified.

Collaborated with cross-functional teams to evaluate customer pain points and implement new customer experience operations products.

• Managed and participated in the technical incorporation of USA customer support data into the global data models and dashboards, collaborating closely with the Berlin headquarters.
• Implemented Tixtime tool in the USA as workforce management to improve the allocation of agents in different channels and improved productivity metrics reporting.
• Designed and managed the implementation of the first comprehensive and scalable interactive voice response (IVR) to enable customer-need-centered call distribution and allocation.
• Analyzed the accounts review process for the Risk & Fraud team to understand process effectiveness and correlation with churned merchants.

Delivered dashboards and reports based on data analysis and user research to gain operational efficiencies and improve the user experience.

• Built the first customer support metrics Tableau dashboard for US operations, using metrics such as incoming call volume, call acceptance rate, SLA, hour distribution, and CSAT to provide insights on staffing plans, team performance, training needs, and call volume distribution.
• Uncovered signup flow roadblocks by combining support feedback and data analysis of dropped users during different signup stages to inform a solution backlog of work for the engineering team.
• Created a data model in cross-functional collaboration to understand churn and establish future projects to increase customer retention.
• Improved existing Chargeback Ops data model and created a Tableau dashboard to understand chargeback rates and trends across different technologies, MCC, and merchant types.

• Led a team of five skilled salespeople, providing guidance, training, and support to handle escalated customers and partners.
• Conducted business development projects working closely with the software engineering and marketing team. In particular, I spearheaded the analysis, development, and execution of enhanced customer acquisition workflows.
• Designed and analyzed surveys for customers and partners to gain valuable insights into their journeys. By collecting and interpreting data from these surveys, I was able to identify areas of improvement and make decisions to enhance customer satisfaction and engagement.
• Played a pivotal role in managing relationships with landlords. I effectively negotiated, mediated, and resolved conflicts between landlords and tenants, ensuring mutually beneficial outcomes and maintaining positive long-term partnerships.
• Developed and maintained key accounts - Remote Year.
• Oversee website content for over 2,500 apartment listings. I ensured accurate and up-to-date information was presented to potential customers.
• Supported hiring processes.