Maria Camila Cortés Amaya is a seasoned professional with extensive experience in customer experience and service management across diverse industries. Currently serving as an Especialista de Experiencia at ETB and an associated professor at Institución Universitaria ESUMER, Maria has a proven track record of mobilizing strategic projects, enhancing customer engagement, and leading transformative initiatives that drive sales and customer loyalty. Previous roles include Director de Servicio at Constructora Bolívar S.A., where Maria implemented client experience strategies resulting in significant sales increases, and Director de Experiencia Clientes at MADECENTRO, focusing on cultural transformation centered around customer satisfaction. With advanced degrees in service management and consumer experience, as well as expertise in utilizing AI for customer sentiment analysis, Maria continues to contribute to academia and industry through teaching and consultancy engagements.
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