Luisa Arias
Leader in Homologation and Certification
Professional profile
Customer Experience, Customer Success, and Operations Leader with over 14 years of experience in customer service, contact centers, Voice of the Customer, and continuous improvement. Expert in team management, NPS, SLA, quality, and data analytics to drive customer experience.
Work experience
I led the regional operation, ensuring service levels, customer experience, and critical case management. I implemented executive dashboards and proposed AI-powered automation. I coordinated teams and functional areas.
Major achievement65% reduction in management time through redesign and standardization of regional processes. Implementation of executive dashboards and AI-powered automation.
I led the customer service operation, managing customer experience, quality, service levels, and Voice of the Customer mechanisms. I coordinated improvement plans and strengthened the student experience.
Major achievement30% increase in service level agreement compliance and improvements in response and resolution times. Implementation of NPS surveys and executive reports.
I designed reports and action plans to improve survey scores and student experience. I monitored NPS and other satisfaction and retention indicators.
Major achievementDesign and implementation of satisfaction surveys and NPS analysis to improve the student experience.
Education experience
Corporación universitaria minuto de dios | Technician
