B2B Customer Experience Transformation Leader

MARÍA YESSENIA OSINAGA VÉLEZ

Customer Experience Leader B2B CX Strategist Customer Journey & Loyalty Expert

) ********.*******@*****.*** Bolivia

MBA Financial Auditor Lean Six Sigma Black Belt EXECUTIVE PROFILE

Senior Customer Experience professional with 18+ years of experience and 9 years in telecommunications, leading customer experience transformation, Voice of the Customer programs, customer journeys, loyalty strategies, operational excellence and executive-level initiatives across B2B, B2C and SMB segments. Recognized for transforming customer insights into measurable business outcomes and customer-centric cultures. CAREER HIGHLIGHTS

• Recognized as Best Call Center Supervisor for outstanding leadership, service quality and team performance.

• Contributed to positioning Tigo Bolivia as the highest-performing B2B market in LATAM for NPS.

• Implemented Customer Experience governance across key customer touchpoints and business units.

• Expanded CX methodologies into the Network Operations Center (NOC), strengthening customer-centric decision-making and service recovery.

• Presented strategic customer insights and executive dashboards to senior leadership and executive committees.

• Successfully completed a 9-year career progression at Tigo Bolivia, advancing from Call Center Supervisor to B2B Customer Experience Business Partner.

CORE EXPERTISE

Customer Experience (CX) • Voice of the Customer (VOC) • Customer Journeys • NPS • CSAT • CES • Loyalty & Retention • B2B Strategy • Operational Excellence • Continuous Improvement • Employee Experience (EX) • Executive Reporting • Cross-Functional Leadership

PROFESSIONAL EXPERIENCE

Business Partner B2B – Customer Experience Tigo Bolivia 2024–2026 Led CX strategy, NPS governance, customer journey design, retention initiatives, executive reporting and transformation programs across the B2B segment.

Process Improvement & Customer Journey Specialist Tigo Bolivia 2019–2024 Led service transformation, journey optimization, automation and continuous improvement initiatives focused on customer loyalty and operational efficiency.

Call Center Supervisor Tigo Bolivia 2017–2019

Managed 20+ advisors, service quality, coaching, KPI performance and customer satisfaction programs in a high-volume operation.

EDUCATION & CERTIFICATIONS

MBA – Master of Business Administration Bachelor’s Degree in Financial Auditing Diploma in Digital Marketing Diploma in Higher Education Diploma in Sports Journalism Professional English Program Lean Six Sigma Yellow, Green & Black Belt PMBOK Integrated Management Systems Auditor

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