Freelancer profile translated to English.
Back to original languageAbout Ana
I turn yourcustomers into fansof your brand.
I am a Customer Experience consultant. My job is to identify what they need, why they choose you (or not), and how to turn every interaction intomeasurable value:higher CLTV, higher average ticket (Upselling and cross-selling), lower Churn, lower CAC, among others.
How I do it:
- **I listen to your customers**: 1:1 interviews, focus groups, and feedback analysis.
- I translate data into **actionable insights**.
- I design the **strategy**, implement it with the team, and train the people who will make it a reality.
My approach integratesCustomer Experience, Behavioral Economics, and Transmedia Communicationto move from selling by inertia to building lasting relationships. The result: more retention, more recommendations, and sustainable growth (higher NPS and CSAT, lower CES).
I have participated in projects with large companies such as Repsol, CaixaBank, Mutua Madrileña, Only YOU Hotels, and UNICEF, among others.
Usual deliverables:
• Customer Journey “As Is” and “To Be”, for customers and employees.
• Buyer Persona/Customer and employee archetypes.
• Experience Guides for teams and business.
• Customer Voice listening and collection plans.
• Contact and multi-channel communication scripts.
In addition, I provide training and workshops on CX/EX, Buyer Persona and Archetypes, and the use of Artificial Intelligence applied to customer management. I am also a tutor in executive programs.
I believe that a profitable business is not sustained solely by good service—that is a given—but by genuine relationships that make your customers return and recommend you.
Spanish
Native or bilingual
English
Conversational
French
Conversational
Can work on-site
Alicante (up to 50km)
Experience
- Ana FuentesCustomer Experience Strategy and Transmedia CommunicationFebruary 2023 - Today (3 years and 6 months)Alicante, SpainI help companies design a strategy to connect with their customers and achieve loyalty goals.I research and talk to the company's customers to understand what truly matters to them, what makes them stay or leave, and translate these findings into actionable strategies for the company.The goal is to connect with customers, retain them, and have them recommend the company.I can also be responsible for writing strategic messages that strengthen customer relationships, from customer service responses to key company communications that build trust and loyalty from customers.
- Máster en Customer Experience Management UCMLecturerJanuary 2022 - Today (4 years and 7 months)Madrid, SpainI explain what the Archetypes and Buyer Persona tools are from the perspective of Branding and Customer Experience (CX & EX) methodology.
- OPEM UniversidadesLecturer and Online TutorFebruary 2018 - Today (8 years and 6 months)Madrid, SpainI am an online tutor for various corporate programs and a lecturer in Customer and Employee Experience using Generative Artificial Intelligence.I am responsible for monitoring student performance, explaining how to create an Action Plan, grading assignments, creating content, and facilitating course forums to generate discussion.I provide support in face-to-face and online training programs.I have also managed corporate communication through Social Media (LinkedIn, Facebook, Instagram, Twitter, and a Wordpress blog).
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Education
- Master's in Transmedia CommunicationUNIR - The Online University2024Máster en Comunicación Transmedia
- Course on Character Psychology, Writing, and Drafting, GeneralSchool of Writers2024Curso Psicología del Personaje, Escritura y redacción, general