Yaraf Enrique Ortiz

About Yaraf Enrique Ortiz

Customer Experience and Marketing leader with 15+ years of expertise in customer acquisition, retention strategy, lifecycle communications, competitive intelligence, and process optimization across the retail energy and SaaS industries. Proven record of reducing churn, driving customer advocacy, and implementing Voice of the Customer (VoC) programs. Skilled in data analytics, cross-functional collaboration, regulatory compliance, and customer journey mapping, consistently delivering measurable business outcomes. Key achievements include:Customer Experience & Retention: Reduced complaints by 58% and improved NPS through Voice of the Customer programs. Streamlined journey mapping and lifecycle messaging to reduce churn and increase loyalty.Strategic Leadership: Executed retention and acquisition strategies that boosted conversions and revenue. Launched customer advocacy programs like referral and bill audit services.Marketing & Sales Optimization: Led P&L and delivered consistent sales growth through marketing intelligence and lead funnel enhancements. Ensured compliance across digital campaigns.Cross-Functional Collaboration: Partnered with operations, compliance, tech, and training teams to drive efficiency and solution delivery. Advised stakeholders on CX strategy and implementation.Data-Driven Insights: Built dashboards, forecasts, and competitive intelligence tools to support executive decision-making and uncover growth opportunities.Process Improvement & Innovation: Applied Lean Six Sigma to reduce costs and optimize operations, including a paperless transition initiative that saved $60K+ annually.I thrive in roles where customer value, innovation, and performance intersect—and where actionable insights lead to measurable results.

Experience

1. Principal Consultant

   Achilles Heel Solutions

   Nov 2023 — Present · Houston, TX, US

   At Achilles Heel Solutions, we believe small businesses shouldn’t have to choose between traditional outreach and cutting-edge technology. As your local marketing consultants, we specialize in a hybrid approach that drives results. We blend proven direct mail campaigns with modern digital strategies—powered by AI—to deliver more high-quality leads to your business.

Education

• William Paterson University of New Jersey

  BA, Communication, General

  2000 — 2005

Skills

• Risk Management
• Customer Experience
• Contract Negotiation
• Energy Markets
• Lean Six Sigma
• Analysis
• Natural Gas
• Call Center
• Call Centers
• Business Development
• Business Process Improvement
• Electricity Markets
• Strategic Planning
• Project Management
• Customer Retention
• Energy Industry
• Energy
• Customer Service
• Commodity
• Marketing
• Commodity Markets
• Energy Management
• Telemarketing
• Sales
• Process Improvement
• New Business Development
• Microsoft Excel