Oversaw development and execution of a digital journey across nine countries in LATAM, driving business transformation.
Director, Digital Growth
Led cross-functional teams in implementing a digital operating model, aligning product management with consumer needs, and enhancing value capture for impactful business results.
• Created a new revenue stream by developing and integrating a digital marketplace and channel strategy, successfully launching a platform offering 18 products from various OTT partners.
• Leveraged a strategic asset by designing and implementing a digital OTT solution in the Paraguay market, focused on distributing local soccer league content and establishing a new direct-to-consumer business.
• Achieved 60% digital channel adoption by defining and implementing an end-to-end strategy that streamlined the customer journey across the region, optimizing operational efficiency.
• Achieved operational improvements by building and executing a Digitalization Index, an

Held key progressive roles in digital transformation and customer care across LATAM, leading cross-functional teams, streamlining operations, and enhancing customer experience to boost efficiency, customer satisfaction, and revenue growth. Served as a trusted advisor, developing future leaders and fostering a culture of collaboration and continuous improvement.
Director, Digital Transformation Jan 2019 – Jan 2021 Led the LATAM Digital Transformation Program launch, defining and implementing a digital strategy across products and segments. Managed the Agile Practice Center to develop business solutions, aligning priorities with stakeholders, building partnerships for digital integration, and overseeing the annual CapEx plan to ensure effective resource allocation for each business case.
• Drove $12M in LATAM within first year by leading a business transformation program, supporting long-term growth.
• Boosted customer acquisition and engagement by launching new digital experiences

Designed and operationalized a regional Customer Care strategy, establishing the company as a benchmark in LATAM for customer satisfaction and operational efficiency,
• 40% reduction in churn by enhancing customer satisfaction and significantly boosting engagement and retention rates through targeted initiatives and product strategy.
• 15% increase in revenue by implementing a new strategy that transformed support contacts into sales opportunities, effectively converting customer interactions into additional revenue stream.

Developed and implemented a Customer Care Strategic Plan across LATAM, aligning with customer experience goals. Led improvement projects, and standardized care models, and coordinated cross-functional initiatives with Finance, Marketing, and Operations teams. Managed care operations and ensured budget accuracy for the South Region.
• Increased productivity by 23% and reduced churn by 30% by leading the Sales Excellence program, defining and standardizing a world-class customer service model.
• Transformed the region's revenue strategy by designing and commissioning a cross-selling program, enhancing sales and customer engagement.
• Successfully reduced churn and improved Voice of Customer (VOC) KPIs by designing and implementing a region-wide playbook that established a best-in-class service model.

Led the startup and management of the process, communication, and quality team within Customer Care. Designed and implemented key operational and business process improvements across in-house and outsourced customer care centers.
• Improved service delivery by serving as the primary contact, monitoring KPIs, and driving strategic planning initiatives.
• Led operational efficiencies by launching DirecTV Argentina's first outsourced contact center.
• Enhanced LATAM communication by implementing a CRM system, network solutions, and inbound telephone technologies.
• Reduced operational costs by pioneering IVR self-service transactions for prepaid and postpaid customers.
● EARLI ER CAREE
● EXPE RIE NCE
Senior Consultant – Business Advisory Services ERNST & YOUNG Led international projects in commercial playbooks, new organizational design, and Six Sigma initiatives. Improved processes and implemented best-in-class models for global clients. Contributed to the Advisory team, serving

Led international projects in commercial playbooks, new organizational design, and Six Sigma initiatives. Improved processes and implemented best-in-class models for global clients. Contributed to the Advisory team, serving as an excellent learning platform.