RM

Resume

Selected career accomplishments and competencies

 

I’m focused on creating meaningful experiences through design. I’m a creative professional with 10+ years of experience in brand, digital, customer experience, and marketing strategy. I champion innovation, human-centered design, and digital transformation.

EXPERIENCE

AFS Intercultural Programs, Inc.

Marketing & Customer Experience Director

JANUARY 2016 - PRESENT

  • Created and implemented a customer experience strategy that integrated the customer journey, digital platforms, and all CRM staff touch-points, establishing the AFS service delivery and digital strategy from awareness to retention.

  • Created the UX/UI design that lead to reduced cost-per-lead metrics while increasing overall lead volumes and conversion.

  • Developed content strategy for new customer acquisition, retention,  retargeting, and marketing automation.

  • Responsible for the product management and development of the organization’s Wordpress website builder and corporate website

  • Lead all digital marketing initiatives, including search engine marketing and optimization, social media, video content, and email marketing.

  • Created the case for network-wide digital transformation and data- driven decision making, based on persona research, digital audit.

Event and Experience Designer

JANUARY  2016 - PRESENT

  • Envisioned, produced, and directed AFS conferences and training events for audiences from 200-800 in prime venues in 8+ countries.

  • Designed curriculum and facilitated in-person training for multinational executive, marketing and sales teams in 10+ countries.

  • Created, prototyped and executed UX/UI design and user engagement strategy for internal and external digital experiences.

Creative Director

JANUARY 2008 - JANUARY  2016

  • Re-articulated the AFS brand and visual identity guidelines, and implemented its rebrand program in 60+ countries.

  • Developed marketing strategies while working in conjunction with marketing professionals at 60+ multinational organizations.

  • Created and produced creative assets to support growth in followers and organic engagement, including channel strategy, content direction, paid media, and campaign integration.

EDUCATION

Master in Professional Studies, Branding, 2012 | School of Visual Arts, New York, USA

Bachelor of Science, Marketing & Communications, 2002 | UNITEC, Laureate, Tegucigalpa, Honduras

CERTIFICATIONS

User Experience Design Certificate | General Assembly, NYC

Design Thinking Certificate | IDEO U, NYC

HIGHLIGHT

Case Study Speaker: The Fundamentals for Engaging with Impact Salesforce World Tour New York 2018 event. 200+ attended the session.

COMPETENCIES

  • Customer Focus

  • Action Oriented

  • Optimizes work processes

  • Drives vision and purpose

  • Nimble Learning

TECHNICAL PROFICIENCY

Adobe Creative Suite, Sketch, Document Processing (GDocs, Word, Pages), Presentation (GSlides, PowerPoint, Keynote); basic knowledge of HTML and CSS.

LANGUAGES

Fluent in English and Spanish

 

 

 

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