Carlos Andre Becerril Guevara

Internal and external communication channels (Social Media) Collaboration with multidisciplinary teams to ensure optimal resolution of user issues. Direct VOC feedback to the Engagement and Growth teams regarding campaigns. Development of automated AI-powered responses to the user. Competitive benchmarks and internal analysis of user interaction with the product.

Executed content strategies and optimized FAQs, increasing self-service resolution rates and reducing inbound contact volume. Analyzed CX and marketing KPIs (OKRs, CSAT, AHT) to identify performance gaps and recommend improvements. Developed SOPs and training materials for BPO teams, standardizing communication protocols across regions. Conducted LATAM fintech competitive research to surface growth opportunities and potential strategic partnerships. Enhanced the internal Knowledge Center, improving information accessibility for cross-functional teams.

Conducting Latin American market research and matching suppliers; Responsible for categorizing content in the Trade Credit Knowledge Center and related user research; Collaborating with the Product team to support business needs; Collaborating with international teams to resolve user issues Conducted benchmarking and market analysis across the LATAM fintech landscape to inform product and marketing decisions. Supported CX improvement initiatives applying Design Thinking methodologies and Voice of Customer (VOC) insights. Coordinated marketing content production for internal process improvement projects.

Festivales: Flow Fest, Corona Capital, EDC, Tecate Emblema, Vaivén.

Grew organic social media presence through content strategy and targeted paid campaigns, strengthening brand visibility. Created multimedia content (Canva, Adobe Suite) that reinforced brand identity across digital channels. Implemented CRM-integrated sales funnels that improved lead qualification and conversion rates. Executed email marketing campaigns and full-funnel content strategies to nurture and convert prospects.

Developed regulatory-compliant marketing materials for cardiology specialists across LATAM markets. Coordinated medical events and KOL congresses, managing end-to-end logistics and stakeholder communication. Supported sales teams by translating clinical product value into compelling commercial messaging.