Yazmin Michelle Rodriguez Benitez

I am Dr. Yazmín Michelle Rodríguez Benítez, a data-driven Customer Experience (CX) expert, academic researcher, and operational quality leader with extensive experience across telecommunications technology and the automotive industry in Puerto Rico.

I hold a Bachelor’s degree in Management, a Master’s degree in Strategic Leadership, and a Doctorate in Business Administration (DBA). I am the first investigator to complete an academic research study focused on Customer Experience Management in Puerto Rico, specifically examining the impact of customer experience management on customer satisfaction and loyalty in automotive dealerships. My research is grounded in Trust Theory, Expectation–Disconfirmation Theory, and Customer Loyalty Theory, providing a rigorous, data-backed framework applicable to real-world automotive operations.

I am a certified Data Scientist and CX Designer, a PMI Member, and an active member of the International Customer Service Association (ICSA). My professional certifications include Total Quality Management, Exceptional Service, Sales and Service Excellence, and Factor WOW. I am also a Sales and Service Expert, Networking Mentor, and Strategic Leadership Coach, focused on developing leaders who transform culture and results through inside-out leadership.

Currently, I serve as Customer Experience and Quality Operations Manager for Bella Group / Flagship Puerto Rico, the largest automotive dealer network on the island, with more than 62 years of history serving the Puerto Rican community. My career spans over 30 years, during which I have led CX transformation initiatives using analytics, operational metrics, process optimization, and customer insights in both telecommunications and automotive environments.

Beyond my corporate role, I am the founder of PR Networking, a platform created to connect people to grow through collaboration, mentorship, and purpose-driven relationships. I also serve as a Networking Mentor and volunteer for Fundación Mujer Emprende Latina, supporting entrepreneurship and leadership development among women in Puerto Rico.

In 2026, I will have the honor of becoming the first Latina from Puerto Rico selected as a speaker at the NADA Show Dealer Learning Lab in Las Vegas. My session, “Intrapreneurship That Transforms CX and Leadership,” explores how empowering employees as intrapreneurs transforms organizational culture, elevates customer experience, and strengthens leadership in today’s experience-driven automotive industry.

My mission is to inspire, educate, and influence organizations to lead from the inside out—creating meaningful experiences for employees and customers alike. I believe deeply that with God everything is possible; without Him, nothing is, and I am grateful for every opportunity to represent Puerto Rico, contribute to the automotive industry, and serve the communities that trust in my work.