Silvia Melgar

Responsible for the Automation Factory, focused on delivering digital solutions for Risk Consulting. I collaborate with stakeholders to ensure strategic alignment, manage the development pipeline, and promote Agile practices, governance, and continuous improvement to ensure delivery excellence.

Led the strategic evolution of Siman.com digital platforms, focusing on roadmap definition, impact-based prioritization, and management of the Product Owners team. Achieved substantial improvements in conversion rates, payment acceptance, chargeback reduction, and customer satisfaction. Key responsibilities: - Design and execute the Digital Channels strategy, aligned with business goals and user experience. - Define digital product roadmaps and prioritize high-impact initiatives. - Ensure optimal service levels in the Contact Center, improving operational efficiency and customer satisfaction. - Strengthen CRM and optimize Customer Service processes to boost retention and loyalty. - Implement new payment gateways and anti-fraud tools to ensure a secure and efficient payment experience. - Manage the digital platforms budget, ensuring efficient, results-oriented allocation.

Tripled the adoption of Digital Banking and achieved consistent migration from traditional to digital channels. Key responsibilities: - Define the digital strategy and product roadmap. - Develop business plans to prioritize high-impact initiatives. - Lead agile tech projects centered on the needs of customers and stakeholders. - Drive adoption of digital channels through effective commercial strategies. - Document and optimize operational and customer service processes.

Enhanced the mobile app with new functionalities such as: credit card on file, “Multiply Your Miles,” and mixed cabin redemption. Key responsibilities: - Design the innovation initiatives roadmap. - Create dashboards in Google Analytics and perform acquisition and behavior analysis. - Execute marketing campaigns to promote app downloads and usage.

Implemented e-commerce innovation projects such as the redesign of LifeMiles.com flight ticket redemption and the creation of a smartphone app. Key responsibilities: - Write User Stories based on customer and internal area needs. - Coordinate multidisciplinary teams for tech project implementation, including marketing, operations, legal, accounting, among others.

Developed dashboards that facilitated strategic alignment and decision-making. Key responsibilities: - Monitor strategic initiatives. - Design and monitor control dashboards. - Prepare and present area results to senior executives. - Analyze results and generate actionable insights.

Focused on developing technical, analytical, and business skills, including Data Science, Artificial Intelligence, Machine Learning, Cloud Computing, Big Data, Statistics, among others.

Academic exchange at Instituto Tecnológico Autónomo de México Teaching assistant: Business Administration Fundamentals, Business and its Environment, Human Resources, Computing I, and Tax Law.