Rolando Romero
Voc Analyst @Saks Global
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WORK HISTORY
Voc Analyst @Saks Global
New York, NY, US
Lead Voice of Customer (VOC) programs, designing listening frameworks across multiple luxury retail brands to capturecustomer sentiment and drive business decisions.• Manage survey operations and feedback collection via Qualtrics, Medallia, Salesforce, and Tableau, delivering actionable insights to improve CSAT, NPS, and customer experience metrics.• Partner with cross-functional stakeholder teams (product, sales, marketing) to align listening strategy with organizational priorities and create data-driven case studies.• Develop and deliver executive-ready dashboards and one-page reports for C-Suite leaders, synthesizing insights into clear narratives that inform enterprise strategy.• Mentor and train a team of two VOC specialists, enhancing operational rigor and consistency in survey data collection and analysis.
EDUCATION
University of California, Merced
Bachelor's degree
SKILLS
ABOUT ROLANDO ROMERO
As a CX professional since March 2020, I lead innovative VOC programs, developing…
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