Edgar D. Aviles Lattuada, Customer experience and project manager

About

Passionate customer experience advocate with 7 years experience working for ecommerce and banking industries. Obsessed with emotional intelligence and week being and behavioral sciences to kindly influence the decision making.

Experience

Mercado libre

Aug 2021 – Feb 2022

Mexico city

Seller experience supervisor

Design the seller experience strategy for the withdrawals' logistic process in LATAM. - Evaluate profitability for the withdrawals' logistic process with cross-functional teams. - Conducted a cost analysis with teams in Argentina and Brazil. - Managed cross-company projects: internal delivery tracking and NPS for driver experience.

Decathlon

Nov 2018 – Jul 2021

Mexico City

Customer experience manager

Head of the customer experience team for digital and physical channels. Re-organized the team strategically during Covid-19 crisis achieving a 51% increase in customer satisfaction during a +621% increase in contacts. Managed cross company projects and conducted change management with stores: process definition, training and control. Selected, implemented and product owner of the Chatbot solution. Led the Foundation initiative as part of Corporate Social Responsibility in Mexico.

Citibanamex

Nov 2015 – Nov 2018

Mexico City

Customer experience specialist

Competitive intelligence and Net Promoter Score (NPS) specialist in charge of customer experience improvement. Monitored KPIs related to the customer journey and followed up cross-company projects. Executive presentations to vice presidency and supplier relationship management. Increased NPS in a 20%, database process definition, design and implementation of online customer experience surveys. Volunteered as Voice of employee 2017 and LGBT Pride Network executive committee member.

Arizona Trade and Investment office in Mexico

Mar 2014 – Oct 2015

Mexico city

Market research consultant

Competitive intelligence and market research consultant focused on studies in the life science, manufacturing and financial services industries, among others. Advised 26 American companies towards successful business deals, including the acquisition of COMEX, in a transaction valued at $2.3 billion. Organized a trade mission for 70 foreign political and business leaders.

Education

Tecnológico de Monterrey (ITESM)

Aug 2008 – May 2013

Bachelor, International Business

Edgar D. Aviles Lattuada

Customer experience and project manager

Skills

Languages