Helga Dinora Triste Juárez
Berlin
Übersicht
21
21
years of professional experience
4
4
years of post-secondary education
Berufserfahrung
Global Lead of Client Experience
CoachHub GmbH (SaaS)
Berlin
2021.04 - 2024.10
- Developed and implemented User Experience Strategy for Enterprise Clients aligning Global Service-Success Operations with Sales & Product Management.
- Drove service excellence in client segmentation by leveraging data-driven process optimization, reducing response times and increasing NPS.
- Introduced AI-driven automation to enhance reporting, CSAT, and financial performance.
- Mentoring Regional Leaders to deliver high-value client support, strengthening retention and loyalty.
- Built Quality and Operational Excellence teams, with a newly built incident management process.
- Partnered with regional and global Sales & Service teams to translate customer feedback into strategic business decisions.
- Rolled out CRM workflows (Salesforce, Zendesk) improving efficiency and transparency.
- Redesigned CX operational framework, expanding regional teams to global scale (NAMER, APAC, EMEA). Full Recruitment Ownership.
- Built stakeholder governance across departments and established new role architecture.
- Defined KPIs and OKRs to align CX outcomes with corporate goals.
Team Manager
Amazon Machine Learning -ADS (B2B)
Berlin
2018.06 - 2020.08
- Build an agile team of Alexa´s software testers. Rollout and maintenance of DE, FR, ES, IT, & USA markets.
- Collaboration with Quality Assurance Engineering Teams in EMEA.
- KAIZEN-Driven continuous Improvement to Site Performance and PDPs.
- Directed daily operation of software improvements and flexed with changing demands to consistently exceed objectives.
- KPI implementation and SL management.
- Coaching team members for Career Development.
- Leader of DE Data Accuracy and NLP Teams.
CS Operational Team Leader
Booking.com (B2C/B2B)
2012.01 - 2018.05
- 2014 - 2018:WFM Project Site Leader
- 2013 - 2014:Recruitment for new Site Opening (500 FTE)
- +800 Interviews, +200 candidates successfully hired
- 2012 - 2013: Design and Delivery of TL Onboarding
- Consistent exceeding of SLAs. Global 24/7 Service Delivery in 41 Languages
- Improvement of service Quality & Productivity by Identifying and resolving staff/systems deficiencies
- Training & Mentoring Team. Focus: skill development & high performance
Operations Team Leader
Arvato Direct Services (BPO Provider)
Potsdam
2011.03 - 2011.12
- Customer Support for EasyJet Airline. Lead of Spanish Market.
- SLA Management. Global 24/7 Service delivery model in 41 languages
- Workload assignment, performance management.
- Recruitment.
Quality Coach
Arvato Direct Services (BPO Provider)
Potsdam
2010.03 - 2011.02
- Implementation of CSAT- CS Certification,
- Global quality calibrations including FR, EN, DE, IT and ES markets.
- Design and delivery of Weekly refreshment trainings.
- Quality checks for the ES and DE Markets.
- Coaching for success sessions. Focus on delive of High-Class Customer Service.
Event Coordinator
Massey Ferguson LATAM
Nuevo Vallarta
2008.08 - 2008.11
- Led the coordination of Massey Ferguson Latin America’s annual Sales Leaders event
- Managed executive logistics for the company’s Chairman, President, and CEO
Veranstaltungs Mitarbeiterin
Time Crew
Berlin
2006.10 - 2008.02
- Location Vorbereitung für Adlon, Hilton, Botschaften und u.a. 5 Sterne Locations
- Gruppen Empfang (DE,EN & ES)
- Nationalen und Internationalen Events
- Veranstaltungsetiquette und Protokoll
Executive Business Center Leiterin
Holiday Inn Centro Histórico
Querétaro, Mexiko
2003.08 - 2005.04
- Priority Card Program - Verträterin
- Executive Hotel Abteilung Verantwortlich
- Marketing und PR für Business Kunden (Siemens, Gerber-Nestle, Procter & Gamble)
- Regional Markt Forschung und PR
Ausbildung
University Program in Gen AI and Agentification -
Centro Universitario Learning Heroes (Online)
Andorra 2025 - Current
Systemische Organisationsberatung - Online Marketing SEO Optimierung-Project Management ICB4/DIN69901
BTA - Business Trends Academy
Berlin 2025 - 2025
Wissenschaftsmarketing
Technische Universität Berlin
Berlin 2006 - 2007
Master degree - Marketing
Institute of Marketing and Advertising
Mexico City 2003.11 - 2004.03
Bachelor´s Degree - Advertising
Institute of Marketing and Advertising
Mexico City 1999.02 - 2002.12
Kompetenzen
STRATEGY, ADVISORY & BUSINESS IMPACT
- Data-Driven Decision Making
- Operational Excellence
- KPI & OKRs Implementation
- Cross-Functional Collaboration (Product/Engineering, Sales, Finance, Compliance,Marketing)
LEADERSHIP & TEAM BUILDING
- Global Hiring, Team Scaling &Mentoring
CUSTOMER OUTCOMES & EXPERIENCE
- Mapping CX Journey-Onboarding Optimization
TECHNICAL & SERVICE DELIVERY
- Technical Fluency (Product & Engineering)
- Generative AI & Process Automation
- Incident and Escalation Management (Bug Triage/L1-L3)
TOOLS
- CRM Systems (Salesforce, Zendesk)
- PM Tools (Jira, Mondaycom)
Leadership Trainings
- Enhancement of Individual Clifton Strengths. 1:1s with Personal Coach.
- Women´s Leadership Program. Learning & Development. Amazon.
- Clifton Strengthsfinder. Gallup Organization.
- Art of Management. Excel Communications.
- Aspiring Leaders. Excel Communications.
- Change Management. T&Q Booking.com.
- High Performance Teams. T&Q Booking.com.
- Performance Management. T&Q Booking.com.
- Cultural Awareness I & II. T&Q Booking.com.
- Works Council Training . German Labour Law Legal Consultant.
- Coaching Skills. Arvato Services Quality.
Languages
Spanish
First language
German
Proficient
C2
English
Proficient
C2
French
Beginner
A1
Zeitleiste
Global Lead of Client Experience
CoachHub GmbH (SaaS)
2021.04 - 2024.10
Team Manager
Amazon Machine Learning -ADS (B2B)
2018.06 - 2020.08
CS Operational Team Leader
Booking.com (B2C/B2B)
2012.01 - 2018.05
Operations Team Leader
Arvato Direct Services (BPO Provider)
2011.03 - 2011.12
Quality Coach
Arvato Direct Services (BPO Provider)
2010.03 - 2011.02
Event Coordinator
Massey Ferguson LATAM
2008.08 - 2008.11
Veranstaltungs Mitarbeiterin
Time Crew
2006.10 - 2008.02
Master degree - Marketing
Institute of Marketing and Advertising
2003.11 - 2004.03
Executive Business Center Leiterin
Holiday Inn Centro Histórico
2003.08 - 2005.04
Bachelor´s Degree - Advertising
Institute of Marketing and Advertising
1999.02 - 2002.12
University Program in Gen AI and Agentification -
Centro Universitario Learning Heroes (Online)
2025 - Current
Systemische Organisationsberatung - Online Marketing SEO Optimierung-Project Management ICB4/DIN69901
BTA - Business Trends Academy
2025 - 2025
Wissenschaftsmarketing
Technische Universität Berlin
2006 - 2007