Leticia Lago

WORK HISTORY

EDUCATION

SKILLS

ABOUT LETICIA LAGO

Specialties: CRM, Customer Satisfaction Management, Market Surveys, Channel Management, Branding and Identity, Customer SupportLed Customer Support activities involving CRM strategy, customer satisfaction research and contact center. Managed customer satisfaction in all of Latin America with the application of satisfaction surveys and with quality procedures annually audited by external certifying agencies to ensure compliance with quality standards.(ISO TS, VDA).Participated in international work groups for the implementation of a customer support excellence strategy, contributing as a member to the global group and as a program representative in Brazil.Six Sigma: Certified Green Belt responsible for ERM projects (Enterprise Risk Management) related to the retention of the two main customers of the company in Brazil, customer satisfaction improvement and a Customer Focused Six Sigma to improve customer retention after warranty period for automotive market.Contributed to the implementation of a system meant to disseminate the customer-centered culture in order to find, in a more organized manner, customer perceptions of the company’s products and services.Responsible for planning marketing and managing competitive intelligence, which included market studies, market research, market share monitoring, competition follow-up, and scenario prospecting.Participated in the implementation of a global Strategic Planning methodology focusing on the prospecting of scenarios for the next five years.Contributed to disseminating the use of Six Sigma in every plant in the globe aiming to improve processes, reduce variations and decrease vulnerability to economic cycles.Has a sit at Global Branding Board.Support to deploy Siebel CRM for sales automation throughout global network. Coordinates Sales Certification Process as part of Sales Functional Excellence development at global network.