Eliana Bermúdez López
About Eliana Bermúdez López
Eliana Bermúdez López is a Jr. Manager Representative Experience and Services at Avon, with an MBA from Westfield Business School and a background in computer engineering. She has successfully managed teams across multiple markets and implemented innovative solutions to enhance customer experience.
Work at Avon
Eliana Bermúdez López has extensive experience at Avon, having held multiple roles since 2006. She began her career as an AS400 - RPG developer and analyst from 2006 to 2008. Following this, she served as the Sales Intelligence and Administration Jr Manager from 2012 to 2019. In her current position as Jr. Manager Representative Experience and Services, which she has held since 2019, she continues to contribute to the company's operations in Colombia.
Education and Expertise
Eliana holds a Master of Business Administration (MBA) from Westfield Business School. She also earned a degree in Ingeniería Informática from Politécnico Colombiano 'Jaime Isaza Cadavid'. Her educational background supports her expertise in business management and information technology, which she applies in her professional roles.
Achievements in Customer Experience
Eliana has implemented customer relationship management (CRM) and artificial intelligence models in Colombia, significantly enhancing customer experience. Under her leadership, the initiatives achieved the highest Net Promoter Score of 58 in Natura & Co. Additionally, she improved customer service profitability by 10% through strategic, operational, and technological planning.
Innovations in Analytics and Chatbot Development
Eliana designed and implemented Nat Analytics, a primary dashboard for measuring operations in the Contact Centers across 12 markets in Natura Hispanic. She also led the development of Bela, a chatbot innovation project that enabled 78% of chat contacts to be self-service, with 83% of users providing favorable feedback.
Leadership in Team Management
Eliana has successfully managed high-performance teams across three different markets. Her leadership skills have been instrumental in driving team performance and achieving operational goals within her roles at Avon.