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niurychara

Niury C

@niurychara

Customer Experience Consultant

Peru
Inglês
Algumas informações são exibidas no idioma inglês.
Sobre mim
Business Administration Executive with 20+ years in CXM across Banking, Retail, and Higher Education. Proven track record in financial analysis, CRM implementation, VOC KPI frameworks, and customer‑centric transformations. Certified in CX/UX, leading multidisciplinary teams and building real‑time performance platforms. Strong results in NPS, CES, FCR, churn reduction, satisfaction, and retention across major organizations.... Saiba mais

Habilidades

n
niurychara
Niury C
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Conheça meus serviços

Eficiência e Automação do Negócio
I will efficiency and profitability for your business
A partir deUS$ 1.700 /projetoMais detalhes

Experiência profissional

INDEPENDENT CONSULTING

NIURY CX 360°

May 2025 - Present • 1 yr

• Implementation and customization of NPS as a strategic methodology to strengthen commercial and organizational performance. • Design of integrated VOC indicator monitoring systems enabling agile and proactive responses to customer needs and expectations. • Development and execution of technology and fintech based tools enhanced with AI to optimize each customer journey, driving satisfaction and loyalty. • Review and optimization of operational processes to maximize efficiency. • Training and mentoring of staff to strengthen key skills and support organizational success.

Customer Experience Manager

UNIVERSIDAD CIENTÍFICA DEL SUR • Período integral

Apr 2017 - Jan 2025 • 7 yrs 9 mos

• Create and implement a customer centric framework. • Research, analyze, and uncover customer insights (students, parents, faculty, and administrative staff) to design, develop, and implement retention strategies supported by a real time indicator platform for decision making. • Implement, standardize, and train teams on a multidisciplinary omnichannel service model. • Develop and enhance the experience across institutional tools (Salesforce CRM, mobile app, portals, virtual classroom, AI bot, etc.). Achievements: • Net Promoter Score: 2017: –27% → 2023: 64% • Customer Effort Score: 2019: 7% → 2023: 76% • First Contact Resolution: 2019: 63% → 2023: 95% • Churn: 2019: 29% → 2023: 11%