Vanessa Forero

About Vanessa Forero

I specialize in transforming fragmented operations into scalable, customer-first…

Experience

1. Head of Customer Experience

   Oettinger Davidoff AG

   Oct 2021 — Present · St Petersburg, FL, US

   Spearheaded the company’s shift toward a customer-first culture by building the CX function from the ground up, including hiring, process design, and cross-departmental integration.Implemented and led the rollout of enterprise-level SAP systems (Sales Cloud, Marketing Cloud, Commerce Cloud), improving operational efficiency and enabling digital transformation. Acted as the bridge between business and engineering teams: submit Jira tickets, test system changes, and translate user pain points into product requirements and CX improvements.Introduced internal support systems for the first time, reducing response times and increasing customer satisfaction across service channels.Conducted field research and customer journey mapping to identify key friction points, leading to systemic improvements in service design and tooling.Partnered with cross-functional teams (Sales, Ops, IT) to automate recurring tasks and embed CX priorities into core business workflows.Championed a continuous improvement mindset by introducing process documentation, internal knowledge bases, and automation opportunities.Embedded accountability and ownership across departments, increasing inter-team communication and alignment around customer success goals.

Education

• Trinity College-Hartford

  Bachelor of Arts, Hispanic Studies

  2004 — 2008

Skills

• Public Speaking
• Management
• Spanish
• Market Research
• Training
• Asset Managment
• Analytics
• Financial Services
• Customer Service
• Microsoft Excel
• Powerpoint
• Asset Allocation
• Microsoft Office
• Sales
• Leadership
• Microsoft Word
• Social Media
• Research
• Financial Analysis
• Communication
• Data Analysis
• Employee Engagement