Cynthia Q.

Cynthia Q. is an accomplished Campaign Management Director at Citibanamex since December 2019, with a strong background in enhancing customer experience and retention strategies. Prior experience includes a role as Director of Customer Experience and Marketing at Fiserv, where Cynthia implemented the NPS methodology, achieving a noteworthy NPS of 78%, and established a Retention Model that reduced customer attrition by 18% YoY. Cynthia also served as Quality and Customer Experience Leader at BBVA en México, focusing on analyzing customer feedback to drive improvements, and held various positions at Sony Electronics, where project management initiatives were led and customer experience was optimized. Early career experience includes a role as Quality Specialist at American Express, specializing in customer care processes and continuous improvement. Cynthia holds multiple degrees, including a Master's in Administration from Tecnológico de Monterrey and a Six Sigma Black Belt.