Veronica Rodriguez Borregales

About Veronica Rodriguez Borregales

I’m a strong Operations and Customer Experience leader with over 20 years of experience driving process excellence, customer satisfaction, and growth across industries including financial services, tech, and manufacturing. My passion lies in building and leading high-performing teams that foster customer-centric cultures and deliver measurable results.I specialize in end-to-end experience strategy—using Voice of the Customer (VOC), Voice of the Employee (VOE), journey mapping, and data insights to shape transformative customer and employee experiences. I\'ve led global teams to achieve industry-leading NPS and loyalty scores, and have been recognized for driving innovation and operational efficiency.At Medallia, I lead a global team of 45, manage $40M+ in recurring revenue, and have received five consecutive awards for customer and employee outcomes. I also helped develop a new Employee Experience product suite that significantly improved client satisfaction and retention. Previously, at General Motors Financial, I designed a global CX strategy across 19 countries, delivering substantial cost savings and operational improvements.With a strategic yet hands-on approach, I bring expertise in business process development, product innovation, and cross-functional leadership. Whether working in-house or in a client services environment, I focus on transforming customer touchpoints into seamless, loyalty-building interactions that drive business success.

Experience

1. Senior Director of Professional Services for Strategic Accounts

   Medallia

   Jun 2019 — Present · US

   Earned Medallia\'s largest account’s trust, leading a customer-obsessed global team of 45 people to execute and bill several million dollars in professional services while expanding new revenue. Successfully coordinated developing and implementing a net new Employee Experience product suite for Medallia’s largest client, comprised of twenty-two large implementations in collaboration with multiple stakeholders in Product Management, Engineering, and C-Suite within an 18-month timeframe, leading to multi-million net new sales. Developed and implemented CX and EX governance models and customer metrics systems for prominent Financial Services and Retail organizations. Achieved double-digit revenue growth within 5 years through strategic client management and successful new product development. Boosted clients NPS consistently over the past 4 years, demonstrating exceptional customer satisfaction. Multiple awards-winner at Medallia, including President’s Club, and repeatedly recognized for innovation, operational excellence, and driving business growth.

Education

• IESA

  Executive MBA, Business Administration and Management, General

  2008 — 2009

• UCAB - Universidad Católica Andrés Bello

  Lawyer, Law School

  1997 — 2003

• Universidad Metropolitana (VE)

  Corporate Law Specialist, Banking, Corporate, Finance, and Securities Law

  2004 — 2006