UGC |Digital Marketing | Growth | Customer Insights | Data-Driven Decision Making | CRM & Automation| Market Scenario Modeling | Interactive Simulation Design for CX
Tools
Machine Learning
Python (Pandas/Matplotlib)
Advanced Excel
HTML
Dennys Mariana Ruiz Mancera
DIGITAL MARKETING & CX SPECIALIST
Business Administrator, currently pursuing postgraduate studies at Inesdi Business Techschool, specializing in Digital Marketing and CX with an advanced focus on data analysis and >
I implemented customer retention and loyalty strategies through behavioral analysis and churn detection.
I analyzed the customer journey to identify critical points and propose improvements focused on conversion and experience.
I applied customer segmentation criteria to personalize communication and optimize results in retention processes.
I generated >
Customer Experience Specialist | Digital Experience & Customer Insights
Airbnb
April 2023 - December 2025
I managed the user experience in a digital environment, optimizing customer-platform interaction in projects related to Airbnb.
I analyzed the behavior of international users to adapt customer-centric communication strategies.
I identified friction points in the customer journey, providing key insights to improve retention and experience.
I applied Voice of Customer (VoC) methodologies to improve brand perception and loyalty.
I participated in the continuous improvement of processes through data analysis and a focus on customer insights.
95% CSAT achieved and a 20% reduction in operational times.
Business Development Intern
Philippi Prietocarrizosa Ferrero DU & Uria
January 2024 - January 2025
Implementation of the "Trusted Advisor" methodology for premium account retention, generating strategic input for the firm's marketing and positioning initiatives.
• Planning and execution of events for service promotions.
• Strategic database analysis.
Tools
CSS
Javascript
ABM
Canva
Capcut
HubSpot
soft skills
Social Work. YWAM, Cartagena. Human and Intercultural Vision: Cultural Intelligence, Social Impact & Leadership.
"Unleash Your Potential" Seminar. Deepak Chopra, Bogotá. Emotional intelligence applied to building unbreakable bonds of trust under pressure.
Empowerment Life Training. Titania, Bogotá. Intensive training in leadership skills, assertive communication, and high-performance team management.
Champion of the Intercollegiate Soccer Tournament, Villavicencio. Leadership and Competitive Discipline. An experience that strengthened my resilience, ability to work in a team under high pressure, and a strong focus on high-performance results.
Experience
Creative Strategist and Marketing Consultant (Independent)
Mary Kay
2021-2024
Creation and direction of UGC for social media platforms, transforming direct sales into engaging viual storytelling. I optimized video performance by analyznig Hook Rate and Hold Rate, adjusting scripts and editing to maximize watch time.
Implemented Midjourney for the design of mood boards.
Certifications
VII Marketing Forum - Web Analytics and Marketing Analytics
Santo Tomás University, Bogotá.
2022
Interpretation of metrics (KPIs) and user behavior to convert data into actionable insights, optimizing Growth Marketing strategies and improving CX.
Integrated Marketing Communications
IE Business School
2025
Designing omnichannel strategies to create brand narratives that strengthen engagement, boost retention, and ensure a seamless customer experience across all toachpoints.
Computer science applied to data and information management
National University of Colombia, Bogotá.
2023
Processing and structuring of databases for precie audience segmentation, enabling customization at scale and the creation of loyalty programs.
Supply Chain Operations
Rutgers University, The State University of New Jersey. (Coursera)
2024
Aligning marketing campaigns with operational logistic capacity, guaranteeing a frictionless CX and ensuring customer satisfaction from conversion to final delivery.
Psychology
University of Palermo.
2025
Analyzing consumer behavior to define buyer people, optimize CX, and generate emotional connections.
Principle of Investment in Fixed Income Assets
National University of Colombia, Bogotá.
2022
Financial analytical approach to managing budgets, mitigating risks and optimizing profitability (CAC/LTV) in digital campaigns.
SEMANALISIS - Relationship between semiotics and psychoanalysis.
National University of Colombia, Bogotá.
2021
Strategic decoding of symbols to enhance visual persuasion and brand narratives in advertising and UGC content.
Proyects
Focus on Social Impact Project Management | YWAM, COLOMBIA
2017-2018
Resilient Leadership, Cultural Intelligence, Crisis Management, Assertive Communication, Stakeholder Negotiation, Strategic Empathy, and Problem Solving. Hands-on execution skills.
I led and coordinated community development initiatives in highly complex socio-economic environments in Colombia: