Manage and validate metadata quality, taxonomy, and hierarchies across CMS; enter localized metadata; analyze licensor data for compliance; run audits and issue resolution; document SOPs; partner cross-functionally to align standards; and manage GTM rollouts and readiness tracking.

Build and maintain Tableau and Salesforce dashboards and reports to monitor contact center and CX performance. Use SQL to analyze support metrics, identify trends and root causes, define KPIs with stakeholders, deliver executive-ready insights, and grow into advanced analytics initiatives to improve customer outcomes.

Lead CX Insights for Latin America by integrating feedback, behavioral, operational, and market data. Build VoC programs, measurement frameworks, dashboards, and predictive analytics. Translate insights into cross-functional recommendations, quantify impact, and develop a high-performing insights team to improve satisfaction, loyalty, and business outcomes.