Juan Pablo Herrera

Juan Pablo Herrera is the current VP of Merchant Services at Kushki. Prior to this, they worked at BIDDA from August 2009 to August 2019, where they were the Manager of Customer Experience and Operations. Juan's main responsibilities included managing the areas of Projects, Support, Logistics, and Administration; designing, structuring, and implementing processes for each of the areas under their charge; supporting management in the design of corporate strategies for the positioning of new business lines; ensuring customer service experience; and meeting monthly billing objectives to ensure the company's cash flow.

Some of their notable accomplishments include implementing distribution strategies in the implementation of new business lines, a process that was carried out because the organization migrated from being a solutions integrator to becoming a developer of cloud-based corporate solutions. Juan also restructured the customer service model for the company's technical support department. In addition, they developed and implemented a system for structuring business models (Bussiness Model Canvas), with which each of the business lines and associated products were designed - totaling 12 new products.

For one of the company's business lines that deals with customer experience (CX) management, they created and designed a business model that was presented to SIESA's (Sistemas de información empresarial) board of directors for approval to implement and enable budgeting. In 8 months of execution, this business line was converted into 9.3% of the company's total billing.

Juan Pablo Herrera began their educational career by studying human resource management in software companies at Universidad de San Buenaventura. Juan then specialized in advertising management at Universidad Autónoma de Occidente before becoming a marketing specialist with a focus on commercial sales at the same school. Juan Pablo Herrera is certified as a Freshdesk product expert and Zendesk support administrator.