Gerardo Lechuga Fernández Email & Phone Number

Mexico

- Lead the execution and implementation of strategic initiatives focused on enhancing the customer experience and delivering on roadmap objectives.- Hire and mentor QA Analysts to execute Quality Framework across In-house and BPOs operations.- As part of a multi-disciplinary team, uses customer interactions data to provide meaningful information for Senior Management and Country Manager with the objective of improving the experience, performance and overall journey for users (buyers and… Show more - Lead the execution and implementation of strategic initiatives focused on enhancing the customer experience and delivering on roadmap objectives.- Hire and mentor QA Analysts to execute Quality Framework across In-house and BPOs operations.- As part of a multi-disciplinary team, uses customer interactions data to provide meaningful information for Senior Management and Country Manager with the objective of improving the experience, performance and overall journey for users (buyers and sellers).- Build partnership with multiple stakeholders across Mexico, LatAm and HQ (Logistics, Listings, Product, Business Intelligence, Business Development, Learning & Development, R&R, WFM etc) to accomplish business OKRs.- Identify and analyze CSAT and NPS results, issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommends and facilitates solutions to these issues.- Data Driven approach, Analyze performance data, measure impact to customers and internal KPIs and generate actionable insights based on trends.- Creates the quality guidelines for each type of service offered to ensure compliance on customer satisfaction and monitor BPOs performance to ensure quality procedures are met.- Creates monitoring forms that help to track specific behaviors, drivers or opportunities in the customer journey- Gathers and uses information to produce reports highlighting opportunity areas for possible performance and experience improvement- Shares findings and best practices through QA Analytics to reinforce or correct individual behaviors- Provides coaching to QA Analysts and staff to help them improve the experience for customers, L2 agents and partners. Show less

-Monitor BPO operations to ensure world-class customer service, conforming to company´s guidelines that ensure efficient and consistent performance for DiDi Food in several channels such as Phone, Email, Live-Chat, SoMe and WhatsApp.-Serve as a Quality Advisor, SME and process-oriented change for DiDi Food MX. Also assisted with DiDi Food launch in Colombia & Costa Rica. -Conduct weekly and monthly analysis on BPO results, provide insights and reports on customer service performance for… Show more -Monitor BPO operations to ensure world-class customer service, conforming to company´s guidelines that ensure efficient and consistent performance for DiDi Food in several channels such as Phone, Email, Live-Chat, SoMe and WhatsApp.-Serve as a Quality Advisor, SME and process-oriented change for DiDi Food MX. Also assisted with DiDi Food launch in Colombia & Costa Rica. -Conduct weekly and monthly analysis on BPO results, provide insights and reports on customer service performance for center leaders. -Provide training and coaching to BPO quality specialists to upskill them on data analysis and contact reasons tree decision process. -Measure BPO quality process consistency through monthly Calibrations with 10% of variance target. -Build partnership with multiple stakeholders (Vendor Management, Learning and Development, CX Operations, WFM etc) to accomplish business OKRs.-Generated a CSAT plan to improve top 10 most impacted contact reasons through sampling methodology and deep dive analysis into customer´s complaints. As a result, CX process were aligned to meet both business and customer´s needs. -Managed a CSAT outlier performance matrix to identify CSRs with lowest scores and develop a follow-up process. Show less

-Implement Quality Framework to measure LatAm insurance processes (Claims, Issuance, Underwriting, Collections and Direct Marketing) in each stage of migration and post-migration phase.-Generate root cause analysis on pain points (weekly or monthly basis) to mitigate operational errors. Based on results obtained, propose action plans to other functions and governance on follow-up. -Create and modify Checklists as per each market´s needs to measure process performance along with SMEs… Show more -Implement Quality Framework to measure LatAm insurance processes (Claims, Issuance, Underwriting, Collections and Direct Marketing) in each stage of migration and post-migration phase.-Generate root cause analysis on pain points (weekly or monthly basis) to mitigate operational errors. Based on results obtained, propose action plans to other functions and governance on follow-up. -Create and modify Checklists as per each market´s needs to measure process performance along with SMEs. -Implemented Data Dashboard through Excel to showcase trends and drive automation mindset. This visibility provided Pareto analysis, process accuracy, financial loss prevention, top performers and outliers management. -Launched QA Academy with 100% of graduation rate to develop 68+ top performers across operations as part of their career path. This covered topics such as: Sampling, Transaction monitoring, Calibration, Coaching & Feedback, RCA, Error detection, Check list creation and 7QC tools introduction. -Designed internal selection process for QA Specialist along HR. Contributed with both practical assessments and theorical knowledge tests. This promoted local talent that sufficed positions needed. -Lead and develop a team of 12 Quality Specialists that audited +300 processes in Chile, Colombia and Argentina. -Created performance Scorecards to evaluate an improve core deliverables for direct reports. Therefore, monthly bonus could be rewarded based on performance ranking.-Selected by senior leadership team as training facilitator for different courses such as: Time Management, Effective virtual meetings among others to provide better tools to employees while working at home due to COVID-19 Show less

Puebla De Zaragoza Y Alrededores, México

-First middle managment position. Leading a team of 10 QAs. -Monitor Quality and CSAT results across 150+ FTEs for in-bound and out-bound calls.-Ensure consistency in deliverables throughout weekly spot-checks.-Mange and coordinate internal and external calibrations. -Analysis and present results in a monthly basis to Operations, Training, HR and Clients to improve KPIs as per SOW.

Puebla De Zaragoza Y Alrededores, México

Région De Puebla De Zaragoza , Mexique

Région De Puebla De Zaragoza , Mexique

Licenciatura, Nanotecnología E Ingeniería Molecular

Summer School 2014, Nanotecnología