David Eduardo Ancona

About David Eduardo Ancona

At Aroma360, my commitment is to elevate the customer experience by formulating strategies that intertwine with our core mission and vision. Having transitioned from Go City®, where my focus was on developing customer-centric cultures and performance enhancements, I continue to leverage this expertise to enhance customer loyalty and overall satisfaction. We prioritize customer journey mapping and data-driven design decisions to ensure impactful interactions across all touchpoints.Collaboration is the cornerstone of my approach, working across marketing, sales, and product development teams to integrate customer experience into every facet of the business. My dedication to fostering team leadership, alongside my proficiency in CRM and process improvement, has been instrumental in delivering a seamless and superior service that resonates with our diverse customer base. At Aroma360, we are steadfast in our vision to create an unmatched customer journey that stands as a benchmark in the industry.

Experience

1. Director of Customer Experience (Cx)

   Aroma360

   Oct 2024 — Present · Miami, FL, US

   Developing and Executing CX Strategy Strategy Formulation: Create a comprehensive customer experience strategy that aligns with the company’s goals and vision. This strategy should address how to meet customer expectations, improve satisfaction, and enhance loyalty. Customer Journey Mapping: Analyze and map the customer journey to identify all touchpoints, pain points, and opportunities for improvement. This helps to prioritize efforts and ensure a holistic approach to CX. Cross-Functional Collaboration: Work with departments such as marketing, sales, product development, and customer support to ensure that customer experience is integrated throughout the business.Leading and Managing Teams Team Leadership: Lead and mentor cross-functional teams (e.g, customer service, customer success, UX/UI, product, etc.) to ensure they are aligned with the CX strategy and equipped to deliver exceptional experiences. Customer-Centric Culture: Foster a culture that prioritizes the customer throughout the organization. Ensure all employees understand the importance of customer experience and how their role contributes to it. Employee Training and Development: Train staff on best practices for customer engagement and service excellence. Ensure that customer-facing teams are equipped to handle all customer inquiries effectively.

Education

• Universidad Autonoma de Yucatan

  Bachelor of Business Administration - BBA, Business/Managerial Economics

Skills

• Crm
• Solution Selling
• Unified Communications
• Forecasting
• Call Center
• Telecommunications
• Telephony
• Strategic Planning
• Program Management
• Managed Services
• Wireless
• Hosted Services
• Risk Management
• Mpls
• Management
• Ivr
• Cloud Computing
• Product Management
• Carrier Operations
• Financial Analysis
• Sip Trunking
• Broadband
• Direct Sales
• Prepaid Cards
• Business Process
• Sip
• Training
• Voip
• Strategic Partnerships
• Channel Partners
• Sales
• Mobile Devices
• Co-Location
• Sales Process
• Fraud Analysis
• Account Management
• Sales Operations
• Customer Retention
• Business Development
• Call Centers