Geovanna Alexandra Tipan Daqui

Geovanna Tipan Daqui Colombia --https://www.linkedin.com/in/geovannatipandaqui-directorcomercial/ PROFESSIONAL PROFILE​ Master's in Strategic Management, specialist in commercial and market intelligence, bilingual industrial designer (English C1), with extensive experience in the leadership, creation, development and monitoring of commercial strategies, business development and customer success with a focus on service design, innovation and digital transformation at national and international level, through leadership, training and development of multidisciplinary teams, construction and analysis of KPIs, implementation of new CRM systems, omnichannel strategies, business process optimization, marketing automation, budget management, data analysis, building strategic alliances, trade marketing strategies and report preparation for strategic decision-making. Competent in tools such as: Advanced Excel, Power BI, Tableau, Salesforce, SAP, Hubspot and agile methodologies like Design Thinking and Scrum. WORK EXPERIENCE Farmatodo - Bogotá, Colombia DISTRICT COMMERCIAL MANAGER – OPERATIONS 05.2024 - 12-2024​ Responsibilities: • Lead and monitor commercial and marketing strategies for 16 retail stores across different channels (in-person, digital, and delivery), driving sales performance and achievement of commercial indicators: sales, shrinkage, NPS, P&L, among others through data analysis. • Lead a commercial team of 300 people, as well as train 16 store managers in technical and soft skills, ensuring tracking and fulfillment of KPIs through Power BI dashboard analysis, enabling identification of improvement opportunities and creation of strategies for sales optimization. • Audit commercial and operational processes, coordinating with sales, marketing, and operations teams for the development of trade marketing strategies, promotions, discounts, point-of-sale experience, and B2B alliance building, ensuring monthly budget compliance of more than 21,510 million of pesos. Achievements: • Ensured sales budget fulfillment at 106% through implementation of trade marketing strategies and standardization of point-of-sale operations. • Implemented a new training program for the store team, increasing transactions by 4.53%, based on prior indicator analysis. Astara - Bogotá, Colombia NATIONAL CUSTOMER EXPERIENCE MANAGER 01.2022 - 05-2024 ​ Responsibilities: • Create the customer experience area to manage 8 brands: Hyundai, Volvo, Fiat, Jeep, Peugeot and others, analyzing objectives, indicators and processes to optimize, beside leading, training and developing the sales and after-sales team composed of more than 200 advisors, participating of LATAM Committee to build process standardization. • Lead commercial and customer experience projects focused on digital transformation: Salesforce implementation, integration of brand-specific CRMs, creation of automated scheduling systems, chatbot, among others, coordinating with cross- functional teams such as: technology, sales, marketing, product, and after-sales. • Project Manager of automation of processes in the sales and after-sales areas for both in-person and digital channels (landing page, chatbot, contact center, customer service and workshop appointment scheduling), ensuring audit processes that impact NPS in addition to the resolution and reduction of complaints and queries. • Create a commercial training and development program based on shadow coaching called Xperia for Hyundai, impacting the performance and fulfillment of indicators for the sales, after-sales, and customer success teams Achievements: • Led the implementation from scratch of chatbot projects and self-service after-sales scheduling, reducing operational costs by 17%. • Increased customer satisfaction indicator (CSAT) for Hyundai by 8% through the implementation of the Xperia program and customer experience audits, receiving recognition as a Regional best practice. • Reduced the operational workload of the customer service area by 38% and decreased response times and customer contactability by 25% across all 8 brands under management. NeoHyundai - Bogotá, Colombia INNOVATION AND CUSTOMER EXPERIENCE MANAGER 02-2020 - 01.2022 Responsibilities: • Create the innovation and customer experience area leading digital transformation strategies for the retail channel across 37 dealerships under management, leading a multidisciplinary team of more than 20 people, building KPIs and analyzing data for process optimization. • Project Manager to lead the automation of business indicators collection and analysis processes through the creation and implementation of a new CRM, including 17 modules: sales, inventory, lead generation and management, after-sales, complaint handling, among others that enable real-time data visualization. • Product Owner responsible for establishing corporate digital transformation strategy and change management, negotiating requirements and outcomes with stakeholders, board of directors, dealer network and delivery processes with the end customer. • Create and manage a budget of more than 250 thousand dollars allocated to the implementation of the new CRM and its integration with each dealership's ERP, Hyundai App design, UX chatbot, workshop appointment scheduling automation, experience audits, behavioral studies (benchmarking) and positioning campaigns for new digital channels for Hyundai. Achievements: • I reduced response times and data processing by 80% through the implementation of a CRM with 17 modules, optimizing sales management, inventory, and after-sales service across 37 dealerships. • I increased lead generation and conversion by 70% through new CRM, appointment scheduling automation, chatbot integration, and digital positioning campaigns. • I increased the VOC response rate by 24% and the NPS indicator by 35% through through omnichannel strategies and customer behavior analysis. ADDITIONAL EXPERIENCE Dealer Development, Sales Training and CX Manager, Neohyundai SAS, Bogotá Product and Sales Training Leader, Neohyundai SA, Ecuador PR and Events Leader, Neohyundai S.A, Ecuador Corporate Image and Dealer Development Leader, Neohyundai S.A, Ecuador Marketing and International Account FTD Leader, Bouquetandes - Colourrepublic, Ecuador University Professor, Catholic University of Ecuador, Israel University, Ecuador EDUCATION​ Business University EAN, Specialization in Commercial Intelligence and Marketing, Colombia, 2021 Universidad Politecnica de Cataluña, Master in Strategic Business Management, Spain, 2010 Pontificia Universidad Católica del Ecuador, Integral Designer, Ecuador, 2004 ADDITIONAL EDUCATION​ Scrum Avanzado, Project Management Institute, Linkedin Learning, 2025 Generative AI applied to business, Linkedin Learning, 2025 Salesforce for Sales Managers, Linkedin Learning, 2025 Sales Management Fundamentals, Linkedin Learning, 2024 Innovation Management, Linkedin Learning, 2024 Artificial Intelligence for Business, Microsoft Recommendations, Linkedin Learning, 2024 Sales & Commercial Direction, George Washington University, 2020 Customer Service and Care, ADEN International Business School, 2019 Certified Sales Trainer Hyundai TTT, Hyundai Training Academy Miami , 2018 Dealer Coaching Training, Central & South America RHQ, 2016 Management by Objectives, Central & South America RHQ, 2016 LANGUAGES​ Spanish - Native​ English - Advanced (C1) Chinese - Basic - - - - - - 03.2009