“Customer-centricity should be about delivering value for customers that will eventually create value for the company.” Robert Thompson, Author & CEO, CustomerThink
My work is driven by a passion to understand customer needs across markets, and to create solutions that increase active engagement and sales. My experience is multi-functional with a focus on omni-channel engagement strategies and digital product management.
I've led local and co-located teams and spent six months in Brazil launching digital consumer products. As a global citizen, native New Yorker, and a Dominican-American, I understand what makes customers tick across the globe and my fluency in three languages ensures meaningful dialogue across verticals.
By actively tracking trends, leveraging emerging technologies, and customer behavioral data, I'm able to define best practices, develop new touch points and enrich customer experiences.
Timeline
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CVP, Head of Digital Support , New York Life Insurance
Drive digital service transformation for New York Life's customers, agents, and customer service representatives by leading UX design and research, digital adoption, data storytelling, experience testing, and production support.
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Director, Digital Support & Communications , Charter Communications
Focused on building a best in-class customer experience strategy within digital self-service capabilities that is unparalleled in the industry.
Business owner of support content, digital service communications, & messaging / bot strategy in support of ~28.5M customer base. Manage roadmap for digital service channels to drive self-service and provide best-in-class end-to-end experiences.
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Statement Marketing Implementation Manager , Citi - US Consumer Credit Cards
Managed Marketing Implementation team responsible for coordinating communications sent to credit card members via monthly statements
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Phones Marketing Manager , Citi - US Consumer Credit Cards
Developed, implemented and managed inbound and outbound interactive voice response (IVR) programs in support of credit card members engagement offers, delivering over 400,000 yearly enrollments/sales thru the IVR response channel
Channel lead for the Sales Growth Re-engineering efforts that reduced the Phone's channel cycle time from 12 week to 4 weeks, increasing speed to market and allow for quicker response to market needs
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Customer Experience Manager , Citi - Global Consumer Cards
6 month international assignment supporting the Brazil Consumer Credit Card business focusing on new features & functionality for local lending and lifecycle products/programs.
Developed new customer segmentation model and marketing strategy for customer engagement and loyalty offers. Designed strategy and pilot for outbound IVR initiatives for lending products and new card activation
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Global Digital Product Manager, Citi - Global Consumer Bank
Developed customer experience for digital payment products, levering expertise from the design, usability, & market research teams to ensure we are meeting the customer's expressed and implied needs
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Marketing Technologist, H4B Chelsea
Established an Integrated Marketing Solution which provides pharmaceutical clients with a cross landscape view of the patients and physicians
Developed the strategy for technical implementation and execution of awareness, acquisition and adherence CRM marketing initiatives
Proudest Accomplishment
Delivering business presentation
in Brazilian Portuguese after 6 months of immersion
Experience Highlights
Omni-Channel Customer Experience Product Manager
FINANCIAL SERVICES and Pharmaceutical
Education Highlights
Master of Business Administration
PROFESSIONAL MBA PROGRAm from SUNY Binghamton
Skills
Loyalty Programs
10
Segmentation Strategy
12
Omnichannel Marketing
12
Engagement Marketing
12
Customer experience
12
DIgital Product
5
Public Speaking
10
Questions & Answers
Describe your greatest accomplishment.
On a 6-month assignment in São Paulo, Brazil, I developed strategies for the local credit card business and was able to position the local lending products & new card activation program for higher contact, transfer & conversion rates. I accomplished this by designing strategy and launching a pilot program for outbound interactive voice response initiatives to reduce customer pain points, operational issues and expenses.
In assessing the current customer experience, I leveraged my previous experience and proposed a technology solution to create a streamlined process for customers, and operational teams. I also developed new behavior driven segmentation models and marketing strategies for existing customer offers, which aligned programs for improved customer spending, brand loyalty, and  industry indicators. Full go-to market plans were delivered at the end of my assignment.
Who are your main influences?
Michael Bloomberg, Sally Krawcheck, & Michelle Peluso...they are trail blazing, innovative, outside of the box thinkers and inspiring leaders.
