Myriam Gonzalez
Director of Consumer Experience @Renu Inc
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WORK HISTORY
Director of Consumer Experience @Renu Inc
Cross-functional marketing strategy across digital, brand and product initiatives driving consistent messaging and measurable growth. Leading a global team of Zoho developers (US & India) to design and deliver scalable customer success systems aligned with business goals.Architected the company’s CRM and warranty system from the ground up, creating custom modules, automation workflows, and reporting dashboards that improved efficiency and cross-departmental visibility.Partnered with a development team in India to design and launch 2 customer-facing mobile apps/portals and 1 in-house application, increasing customer adoption while streamlining internal operations.Implemented and integrated a third-party call center with CRM, establishing scripts, call flows, KPIs, and QA processes that improved first-call resolution by 22%.Built a Zoho Booking system, Chatbot and designed all automated customer communications (email/SMS alerts), reducing scheduling errors and no-shows by 30%.Created and automated customer intake forms with workflow integrations, eliminating manual entry and saving 20+ hours per week across departments.Developed product and opportunity modules that fed real-time data into customer apps, enhancing sales visibility and warranty tracking.Designed sales, warranty, and CX reporting dashboards that enabled leadership to make data-driven decisions and improve operational performance.Authored training programs and customer journey guides to standardize onboarding, drive adoption, and improve customer satisfaction scores.
EDUCATION
The University of Texas at San Antonio
Biology
SKILLS
ABOUT MYRIAM GONZALEZ
Marketing and Customer Experience leader passionate about building and leading…
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