Brückmann Flores

• Led $15M digital transformation of BCP's 2M+ monthly calls contact center, implementing Genesys Cloud and IBM GenAI technologies to improve customer journeys, empower advisors, and build scalable operations. • Spearheaded root cause analysis and rollout of mobile banking features, cutting 25K+ monthly calls and saving $244K annually. • Drove compensation benchmarking and secured executive approval for salary adjustments of 250 FTEs, reducing annual turnover from 145% to 70% and saving $380K annually in hiring, training, and productivity costs. • Deployed "Infoclick", an internally developed automation tool, to streamline customer support workflows, reducing advisor handling time by 15s on 75K+ monthly inquiries and saving $77K annually; recognized with the "Spiral of Innovation" Award for a zero-budget solution delivering significant business impact.

• Led WhatsApp channel growth 8x to become BCP's primary client communication platform, positioning it as bank's preferred, cost-efficient and user-centric channel, generating $190k in savings for FTEs efficiency. • Enhanced channel reliability by leading cross-functional initiatives with CX, Tech, Security, Risk and Fraud teams, diminishing bot error rate from 10% to <0.5% and strengthening customer trust. • Improved customer satisfaction, raising channel NPS from 8 to +40 by running client interviews and experiments to identify pain points and drive usability and customer journey enhancements. • Directed mass media campaigns with Marketing teams, challenging proposals and guiding execution to accelerate adoption and drive channel growth; awarded the 2023 Golden Effie in banking, a leading global recognition for marketing effectiveness.

• Drove retention strategy for risky clients using account profiling and targeted incentives, securing $150K in recurring revenue. • Streamlined premium collections through root cause analysis and process modernization, boosting net profits by $35K. • Designed and drove structured capability-building plan combining monthly trainings and product deep-dives, enhancing team performance and managing 105% of sales target on a $250K portfolio. • Championed adoption of advanced analytics tools (predictive modeling, descriptive analysis, A/B testing) to strengthen data-driven decisions across sales team; recognized as "Analytics Ninja Ambassador".

• Managed 100+ high-value corporate accounts ($30M-$100M each), delivering tailored financial advisory and building relationships with C-suite executives, looking for financial and banking opportunities. • Identified and developed new business opportunities through strategic account management and executive relationship building, surpassing annual targets by 120% in market share, revenue growth, and NPS. • Recognized with "Talent of Credicorp," awarded to top 2% of employees for outstanding performance.

135 academic hours

128 academic Hours

Top fifth bachelor degree in Administration. Mention in Marketing.

Completion of 3-year of basic, intermediate and advanced levels of English courses.