ZULYMAR HERNÁNDEZ BURGOS
MOROVIS
Summary
Results-oriented professional with over fifteen years of experience in the Insurance and Telecommunications industries, passionately leading continuous improvements in customer experience. My mission is to optimize processes to significantly increase our Net Promoter Score. Our team's successful project implementation is ensured through close collaboration with Contact Center, Technical and Installation Teams, Business Intelligence, and Software Development departments in project improvement and planning.
My skills are instrumental in driving improvement projects and include customer journey mapping, customer experience design, process documentation, process mapping, process flowcharting, and standard operating procedures (SOPs). I also bring strategic planning and personalized customer communications, crucial for keeping our users updated on billing, services, and special events throughout these initiatives. I am committed to excellence in current and future improvement projects and value teamwork and leadership to achieve our organization's goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Experience Expert | Customer Experience Supervisor
Liberty Puerto Rico
01.2019 - Current
- Strategic planning, development, and delivery of personalized customer communications across SMS, email, and postal mail, ensuring timely updates on billing, services, and special events for fixed and mobile segments.
- Constant pursuit of excellence in current projects and processes.
- Lead customer journey improvement initiatives and leverage big data analytics to identify opportunities for process optimization, aiming to increase Net Promoter Score (NPS).
- Closely collaborate with Installation and Technical Team, Business Intelligence and Software Development departments to ensure successful project implementation.
- End-to-end management of federal programs including ACP, Lifeline, and similar initiatives, with a focus on planning, tracking, and reporting.
Quality Analyst | Research Coordinator
Triple-S Salud | Triple-S Management
01.2008 - 01.2019
- As a dedicated marketing and customer satisfaction analyst, I oversaw the management of over 25 research studies annually.
- I excelled in crafting comprehensive reports and visually engaging infographics to effectively communicate research findings.
- My collaborative approach involved working closely with various departments to develop targeted action plans based on research outcomes.
- To enhance service quality across various departments, I meticulously analyzed operational processes and implemented targeted improvement initiatives.
- Additionally, I effectively managed internal projects, analyzed existing processes, conducted time studies to identify inefficiencies, developed comprehensive Standard Operating Procedures (SOPs), provided actionable recommendations, and fostered a culture of continuous improvement.
Education
CX Design & Management Certification -
Universidad EAFIT
Colombia06-2023
Bachelor of Science - Industrial Engineering
Polytechnic University of Puerto Rico
Puerto Rico05-2011
Skills
- MS Office
- Project management
- Excellent interpersonal and communications skills
- Proficiency in managing deadlines
- Training and mentoring
- Team Player
- Ability to work independently
- Analytical and critical thinking
- Discretion and strong work ethics
- Customer Experience Design
- Results-oriented
- Customer Journeys Mapping
- Process Improvements
- Project Documentation
- NPS Knowledge
- Strategic Planning
- Emarsys
- MailChimp
- Survey Monkey
- Canva
Certification
CX Design & Management Certification
Timeline
Customer Experience Expert | Customer Experience Supervisor
Liberty Puerto Rico
01.2019 - Current
Quality Analyst | Research Coordinator
Triple-S Salud | Triple-S Management
01.2008 - 01.2019
CX Design & Management Certification -
Universidad EAFIT
Bachelor of Science - Industrial Engineering
Polytechnic University of Puerto Rico
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