Janeth Marcas Hernandez

Janeth Marcas Hernández Specialist in Customer Experience, Strategy, and Innovation--[LinkedIn](https://www.linkedin.com/in/janeth-marcas-hernandez) PROFESSIONAL PROFILE Professional in Business Administration and International Business with an MBA in Business Strategy and over 12 years of experience leading Customer Experience (CX) initiatives, strategic UX/UI design, and digital transformation. My goal is to contribute to the development of innovative strategies that integrate customer-centered experiences, optimize processes, and leverage advanced technological tools. I seek an environment where I can apply my knowledge in continuous improvement, talent development, and strategic leadership, generating value for organizations and their customers. EDUCATION ▪ ▪ ▪ ▪ ▪ CENTRUM PUCP – MBA in Strategic Business Administration (2023 - 2025) EADA Business School – International Master's in Digital Business (2023 - 2024) EADA Business School – Advanced Program in Big Data and Analytics (2023 - 2024) UPN University – Business Administration and International Business (2016 - 2021) ICPNA – English – Intermediate CERTIFICATIONS • CXDT – Certified Customer Experience Design Tools (2020) • SCRUMstudy™ – Scrum Master (2021) • Leadership and Managerial Skills – CENTRUM PUCP (2023) SKILLS & COMPETENCIES • • • • • • • Strategic leadership and multidisciplinary team management. Design and implementation of Customer Experience (CX) strategies. UX/UI focus to create customer-centered experiences. Digital transformation and continuous process improvement. Optimization of key indicators (NPS, satisfaction, complaints). Change management and conflict resolution. Proficient in tools: Salesforce, Verint, Genesys Cloud, CRM, among others. PROFESSIONALL ATENTO – Customer Experience Manager May 2018 – April 2024 • • • • • Strategic Design & Continuous Improvement: Implemented Customer Experience (CX) strategies using methodologies such as COPC, Six Sigma, and Lean Management, achieving a 15-percentage point (pp) increase in NPS across customer service, e-commerce, and banking channels while optimizing key processes. Speech Analytics & Operational Efficiency: Led the implementation and optimization of Speech Analytics, identifying critical customer-company interaction points, which enabled efficient resource allocation and a 10% reduction in operational costs, improving customer satisfaction and retention. Training & Team Development: Designed and led training programs for customer service, sales, and post-sales teams, strengthening key skills and increasing team productivity by 20%, directly impacting KPIs such as AHT and satisfaction. Process Optimization & Business Model Enhancement: Supervised and redesigned workflows in implementation projects, improving operational efficiency by 12% and managing customized business models that enhanced competitive advantages across various channels, ensuring a 10% increase in new customer conversion. Data Analysis & Strategic Decision-Making: Utilized tools such as Salesforce, Verint, and Genesys Cloud to analyze customer behavior data, generating strategic reports that guided key decisions and resulted in a 15% increase in customer retention across multi-sector accounts. Sr Customer Experience Coodinator | ALLUS - KONECTA July 2012 – April 2018 • • • Implemented strategic plans to enhance service platforms, increasing NPS by 10% in key services such as customer service and insurance. Managed multiple operational accounts, boosting customer satisfaction by 18% in sales, insurance, and banking sectors. Aligned quality standards with industry regulations, ensuring operational excellence and customer satisfaction. CINEPLANET – Customer Service October 2004 – March 2007 • Increased snack bar revenue through exceptional and efficient service, fostering customer loyalty. • Recognized as part of the "Dream Team" of cashiers, surpassing sales objectives and ensuring positive customer experiences.