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~ **/*019 - 12/2019 +

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~ 08/2017 - 05/2019 +

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~ 06/2016 - 08/2017 +

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~ 09/2011 - 06/2016 +

~ 2012 - 2014

~ 2005 - 2009

Customer Service Team Work VoC

Communication Collaboration

Project Management Adaptability

Customer Understanding Leadership

Innovation Empathy Self-Motivation

DANIEL TORO

CX professional highly experienced in customer understanding and operations

# +1-516-***-**** _ adimdt@r.postjobfree.com + Queens, New York City SUMMARY

Customer-oriented professional with over 9 years experience leading CX projects in 6 countries across LATAM. Ability to communicate effectively at different levels inside the organization. Highly goal- oriented, with strong networking abilities. Strategic-minded, always looking to generate positive impact on business results through effective customer experience management. Member of CXLA - Customer Experience Latam Association.

EXPERIENCE

Retail Experience Head

Samsung Electronics

Buenos Aires, Argentina

Leader of the retail strategy for positioning Samsung through an effective POS exhibition, sales training scheme and CX activities. Managed a team of 171 field representatives performing last-mile sales/training/customer experience activities

Negotiated $15M contract with field force agencies achieving 10% budget optimization.

CX and Training Manager

Buenos Aires, Argentina

Leader of the CX and training strategy to boost loyalty with customers and sales people.

Improved productivity by 15% within 1-year through cross-training, agency management and planning.

Optimized budget by 10% through a new remote training scheme for more than 6000 sales people nationwide.

Built and implemented a training program for customer onboarding, impacting more than 1500 customers with an average NPS over 70% Operations Manager

WOW! Customer Experience

Buenos Aires, Argentina

Leader of Operations teams ensuring our clients satisfaction while following up all the aspects related to the projects: time, resources, investment, etc. Successfully participated in the crafting, implementation and review of the organization strategy since the formation of the company in 2016. Led multi-disciplinary project team and managed a diverse stakeholder group across 6 countries in Latin America.

Senior Consultant

Buenos Aires, Argentina

Executed projects based on the understanding of customer behaviour, VoC programs and customer-obsessed culture to achieve business results. Led an e-learning project with 3 hours recorded video for 4500 employees. Led engagement of 20+ key stakeholders and sourced their buy-in to lead a plan of initiatives to improve the customer experience. Ran more than 50 workshops with professionals to advocate customer centricity and ensure accountability in their roles. CX Consultant

IZO

Caracas - Venezuela / Buenos Aires - Argentina

Led projects for Tier 1 and Tier 2 service companies focusing on improving customer experience through an effective understanding of their needs. Gather and analyze customer feedback as a continuos cycle to improve satisfaction.

Led strategic workshops for customer journey mapping and strategy. EDUCATION

Master s Degree in Marketing

Universidad Central de Venezuela

Bachelor s Degree in

International Affairs

Universidad Central de Venezuela

LANGUAGES

Spanish

Native

English

Advanced

Portuguese

Intermediate

SKILLS / COMPETENCIES

MOST PROUD OF

Empowering CX professionals

Trained over 800 professionals across LATAM

on how to lead their CX initiatives inside their

companies.

Selected as thought leader

Written more than 15 articles in blogs and

magazines. Selected as one of the “30 under 30

CX influencers” by CX Network - a global online

community with more than 15 years experience

in CX events, based in London.

Sharing my thoughts with others

Speaker in events and conferences with an

audience of more than 600 people from

different backgrounds and levels.

Contact this candidate