Management professional with vast experience directing operations and driving organizational success. Renowned for building cohesive teams and streamlining processes. Recognized for strong leadership and adaptability to dynamic environments.
Hi, I’m
Violeta Chavez
CX Manager
Maipú
Summary
Overview
12
years of professional experience
12
years of post-secondary education
Work History
Tucar
CX Manager
08.2024 - Current
Job overview
- Designed the customer journey communication plan and conversational flows for the chatbot, improving delivery processes, SLAs, and overall experience.
- Defined CX area processes, structuring it into Front Office, Back Office, and Collections & Payments, measuring effectiveness through CSAT.
- Optimized templates and FAQs, enhancing team management and contributing to a 69% increase in NPS within just 4 months, alongside initiatives focused on increasing driver earnings.
- Led cross-functional workshops to gather CX insights and execute projects aimed at improving the customer experience.
Sky Airline
Airport Experience Project Lead
02.2024 - 08.2024
Job overview
- Designed improvement projects and led service model strategies, integrating team and customer feedback along with corporate values to manage crises-Project Lead for Irregular Operations Management.
- Represented the company in regional committees, optimizing digital touchpoints and internal communication for effective crisis management.
- Mapped the current digital customer experience and collaborated with tech teams to enhance the crisis journey, aligning solutions with customer needs and operational capabilities.
MetLife (Imagemaker)
Customer Experience Coordinator
02.2024 - 08.2024
Job overview
- Analyzed and improved the flow, KPIs, and resolution capacity of the MIA chatbot, working alongside the tech team to automate processes such as document delivery and credit requests.
- Created the conversational flow for the SAM chatbot in collaboration with the digital team, and optimized digital touchpoints within micro-journeys of the Customer Value Proposition using NPS and one-shot surveys.
The Beat App (FreeNow)
Regional Analyst and Business Transformation
09.2019 - 02.2022
Job overview
- Started as a CX Agent, managing cases and optimizing service through SLAs and security protocols, later advancing to CX & Projects Supervisor, where I led teams and key continuous improvement projects.
- Progressed to Operations Analyst, managing business partnerships and innovative projects, and then served as a Regional CX Business Transformation Analyst, leading customer-centric business transformation initiatives.
Qantas Airways & Latam Airlines
Passenger Services Agent
08.2013 - 02.2016
Job overview
- Provided exclusive service to LATAM's preferred passengers, ensuring a premium experience during check-in and managing special requests.
- Efficiently resolved itinerary changes and other requirements, ensuring customer satisfaction with discretion and professionalism.
Education
GOLDEN GATENaples, Florida
HIGH SCHOOL
01.2005 - 01.2007
University Overview
COLEGIO NUESTRA SEÑORA DEL CARMENSantiago, Chile
HUMANITIES
01.2007 - 01.2010
University Overview
ICELSantiago, Chile
TECHNICIAN IN TOURISM AND HOSPITALITY
01.2013 - 01.2016
University Overview
Part-time work experience at Latam Airlines and Qantas Airlines as a Passenger Service Agent and Preferred Check-In during my studies in tourism.
Independent Training
SERVICE DESIGN
01.2020 - 01.2024
University Overview
Training in Effective Communication (UDC), Leadership and Crisis Management (UAI), UX/UI Design (Coderhouse), Project Management (Coursera), Crisis Resource Management (Columbia University).
Skills
Figma
Training
Training
- SERVICE DESIGN, 2020 - 2024
- Effective Communication, UDC
- Leadership and Crisis Management, UAI
- UX/UI Design, Coderhouse
- Project Management, Coursera
- Crisis Resource Management, Columbia University
Timeline
CX Manager
Tucar
08.2024 - Current
Airport Experience Project Lead
Sky Airline
02.2024 - 08.2024
Customer Experience Coordinator
MetLife (Imagemaker)
02.2024 - 08.2024
Independent Training
SERVICE DESIGN
01.2020 - 01.2024
Regional Analyst and Business Transformation
The Beat App (FreeNow)
09.2019 - 02.2022
Passenger Services Agent
Qantas Airways & Latam Airlines
08.2013 - 02.2016
ICEL
TECHNICIAN IN TOURISM AND HOSPITALITY
01.2013 - 01.2016
COLEGIO NUESTRA SEÑORA DEL CARMEN
HUMANITIES
01.2007 - 01.2010
GOLDEN GATE
HIGH SCHOOL
01.2005 - 01.2007
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