Ramona Torres Esilva

• Developed strategic plans for cross-channel integration.
• Offered guidance for content development, campaign initiatives, and market insight-based optimizations.
• Assisted brands in adopting industry-standard content customization techniques.
• Identify suitable content to enhance brand objectives throughout engagement journeys.
• Collaborated with client stakeholders to promote engagement across channels.
• Supervised and led a team of digital project managers to enhance overall team performance.
• Collaborated with DPM leads to ensure seamless operational deliveries.

• Manage digital projects across various brands and channels.
• Gather requirements, and balance project scope.
• Ensure timely and quality deliveries.
• Liaise with internal and external stakeholders to troubleshoot project-related discrepancies.
• Advocate for an omni-channel approach to marketing content.

• Managed delivery for the Creative Governance team, focusing on the review and validation of marketing creatives.
• Key responsibilities included client management, project management, process improvement, change management, client reporting and analysis, people management, contract planning, operational excellence, and quality analysis.
• Created monthly dashboards for client presentations.

Achievements:

• Ensured zero attrition for four consecutive fiscal years with high team satisfaction.
• Implemented AI through Blue Prism within the process.
• Assisted clients with a smooth transition into the Salesforce tool and AEM application.
• Successfully implemented a client-initiated AI tool, including drafting process steps, testing, reporting failures, suggesting improvements, and conducting reporting and analysis.
• Completed Partner QC and MCR/Brand Sampling projects on schedule.

• Supervised claim management activities as expert authority at leading motor vehicle insurance company in the UK.
• Managed escalation calls efficiently.
• Ensured process compliance within the team, and coached team members on customer voice and journey.

• Handled inbound calls from UK customers to register motor claims, and followed up on post-claim queries.
• Managed inbound and outbound calls to resolve post-claim service queries.
• Coached and trained new and existing team members.