LUZ MARIA AGUILAR CARCAMO

• Managed development projects for new functionalities in digital self-service channels, including Mi Claro Web portal and Mi Claro App (iOS & Android) at a regional level.
• Integrated value-added products and services for mobile and fixed networks into digital self-service channels across Central America.
• Led project teams using Agile methodology to ensure timely and accurate deliverables.
• Coordinated IT, automation and process engineering efforts in design and implementation of critical project software and electromechanical equipment.
• Analyzed customer experience in digital channels, identified pain points, and collaborated with relevant departments to implement solutions.
• Implemented improvements in digital channels to enhance customer experience and increase tNPS (UX/UI).

Key Achievements:

• Developed a new design for the Mi Claro Web and App self-service portal, improving design and user experience in 5 Central American countries, representing 14% of regional revenue.
• Increased regional tNPS score by over 50 points compared to the previous year.

• Led operations for the BIC Graphic division (promotional products) in Guatemala.
• Conducted direct sales with corporate clients and acquired new customers.
• Collaborated with BIC Graphic distributors.
• Prepared annual Budget and Forecast.
• Developed annual price lists and quarterly promotions.
• Calculated product costs during importation.
• Managed client portfolio.

• Managed, reviewed and delivered client solutions for different needs.
• Managed the purchase and sale of voice termination minutes worldwide, ensuring quality and securing the best business opportunities in the telecommunications market.
• Collaborated efficiently with the company’s sales and operations departments.
• Handled interconnection processes with new clients and providers.
• Cultivated and maintained strong business relationships with new and existing accounts.

• Addressed escalated customer complaints and implemented solutions to restore satisfaction.
• Provided personalized support to international long-distance clients (USA).
• Supervised a team of 20 people.
• Handled second-level escalation calls.
• Monitored daily service levels to meet client expectations.
• Ensured quality control in customer service to meet client-established parameters.