Luciano Sulca Aedo

As one of the largest vertically integrated direct-to-consumer companies in the United States, Great HealthWorks is dedicated to delivering quality health and wellness products, since 2003. •Managed a large portfolio (+100) of B2C accounts across various U.S. regions. •Tracked customer lifecycle metrics and success using Magento. •Conducted regular client check-ins and feedback loops to assess satisfaction and identify pain points. •Implement tailored retention strategies, such as product education / adjustments, temporary pauses, and exclusive offers. •Coordinated with Operations, CX, and Sales to improve onboarding flows and reduce friction points. • Built a retention model focusing on three dimensions: customer behavior, operational gaps, and value communication. • Designed a step-by-step structured retention approach used to guide decision-making during recovery calls. •Led the analysis, design, and presentation of a retention improvement framework, focusing on KPIs, automation opportunities, and customer journey optimization. •Generated actionable recommendations for product positioning, communication flows, and process Como una de las empresas de venta directa al consumidor integradas verticalmente más grandes de Estados Unidos, Great HealthWorks se dedica a ofrecer productos de salud y bienestar de calidad desde 2003. • Gestion de una cartera de +500 cuentas B2C, mejorando los KPI de retención mediante estrategias de interacción proactiva. • Colaboración con equipos multidisciplinares para resolver , ofrecer servicios adicionales e implementar programas de fidelización. • Reducción de la pérdida de clientes en un 40 %, gracias a la retroalimentación y el análisis continuos de los clientes. • Fortalecimiento de la alineación entre equipos al estandarizar los flujos de trabajo de retención y las pautas de escalada. • Utilización de herramientas como Service Disk InvGate, Magento, Excel, Google Workspace y sistemas EMR, CMR Hubspot

PARARED S.A. is a nationwide healthcare services company, founded on the feasibility of delivering the highest quality and quantity of medical and paramedical services to each patient's home, providing comprehensive solutions. • Oversaw 1,000+ home care cases, coordinating specialized healthcare staff and services across multiple regions. • Standardized internal procedures, improving response times and operational consistency. • Coordinated timely delivery of medical equipment and prescriptions with logistics and suppliers. • Recruited, hired, and scheduled nurses, therapists, and specialists. • Monitored patient progress and treatment quality through regular case reviews on Asvin (CMS) • Ensured timely delivery of medical equipment, prescriptions, and in-home services through coordination with logistics and supplier networks. •Increased contract profit margins by 300%. •Trained and supervised staff, implementing standardized protocols that improved efficiency.

Suizo Argentina is one of the leading drugstores in the Argentine market, with a 23% market share. A drugstore is responsible for the warehousing, packaging, distribution, and marketing of pharmaceuticals produced by pharmaceutical companies. • Stock control. • Product classification. • Order assembly and dispatch.