Since graduating from the International School of Management (ISM) with an MBA in 2012, my career journey has been marked by continuous growth and diverse experiences. My MBA at ISM provided a solid foundation in business administration, strategic thinking, and leadership. The rigorous curriculum and exposure to global business practices equipped me with the skills needed to navigate complex business environments and make informed decisions. This educational background has been instrumental in shaping my professional path and enabling me to take on various management roles with confidence.

Challenges and Navigation

Since joining Banco Popular in 2007, transitioning across various management roles has presented its share of challenges. One primary challenge has been adapting to different departmental cultures and expectations. For example, moving from Division Manager of Talent Development to Division Manager of Customer and Employee Experience Analytics required a shift in focus from employee training and development to customer experience and analytics.

To navigate these transitions successfully, I have relied on my ability to quickly learn and adapt, as well as on my strong communication and interpersonal skills. Building relationships with team members and stakeholders has been crucial for understanding their needs and aligning my strategies accordingly.

Professional Accomplishments

Among my professional accomplishments, I am most proud of my contributions to improving customer experience at Banco Popular. As Division Manager of Customer and Employee Experience Analytics, I developed, coordinated, and directed the implementation of strategies aimed at enhancing service quality, which led to a Net Promoter Score increase of more than 30 points, setting new record highs for the organization. These efforts have resulted in measurable improvements in customer satisfaction and loyalty.

Additionally, I successfully spearheaded the Employee Experience program, where continuous surveys help analyze employees' sentiments about the organization, allowing us to implement actions that evolve with changing times, increasing loyalty and satisfaction. During my tenure in Talent Development, I established lasting programs to prepare employees for future leadership roles, significantly contributing to their professional growth and development.

Key Skills and Lessons from ISM

The key skills and lessons from ISM that have been most valuable in my leadership and decision-making processes include strategic thinking, problem-solving, and effective communication. The MBA program emphasized data-driven decision-making, which has been especially beneficial in my current role where analytics play a crucial part in understanding and improving customer experience.

Furthermore, ISM’s focus on leadership and teamwork has enabled me to build and lead high-performing teams, fostering a collaborative and innovative work environment.

Career Aspirations and Future Evolution

Looking ahead, my career aspirations include continuing to grow within the banking industry and taking on more strategic leadership roles. I aim to leverage my experience in customer experience and analytics to drive innovation and digital transformation within the organization.

Additionally, I plan to stay abreast of industry trends, pursue further education and certifications, and seek professional development opportunities. My goal is to contribute to the long-term success of Banco Popular by implementing forward-thinking strategies that enhance customer and employee satisfaction and drive business growth.

Furthermore, I aspire to serve on boards of directors, where I can contribute my expertise and insights to guide organizations toward achieving their strategic objectives.