Hugo Silva Email & Phone Number

Ciudad De México, México

•Oversee and optimize customer service operations across multiple business units and countries, including Mexico, Chile, and Colombia, to ensure alignment with global business metrics and strategic objectives.•Drive operational excellence by implementing best practices, process improvements, and performance metrics, resulting in increased efficiency, customer satisfaction, and cost-effectiveness.•Build and lead a high-performing customer service team, fostering a culture of accountability, collaboration, and continuous improvement, directly managing a team of 4 managers and provide leadership and guidance to over 40+ indirect reports.•Collaborate closely with cross-functional teams and leaders to identify opportunities for optimization and innovation, drive performance improvement initiatives, and ensure alignment with overall business goals and objectives.

Ciudad De México Y Alrededores, México

Postmates launched its first international market in Mexico City on November 2017, it was great to be part of it.•Responsible for final steps in the pipeline for merchants to activate in Postmates platform: auditing storefronts, menus and all merchant info for them to operate.•Coordinating tablet and merchandising material deliveries to help new and existing merchants to increase their order volume•Providing first-level support, training, complaints resolution and retention at initial steps of activation•Collaborating with all the local and global areas in the company to increase client satisfaction, retention and growth indicators.

Ciudad De México Y Alrededores, México

Lamudi - www.lamudi.com.mxOnline real estate classified website with presence in more than 30 countries in Asia, Africa, the Middle East and Latin America.•Responsible for leading a team of customer service agents to provide account management, first-level support, training, complaints resolution, retention and upselling for +650 accounts.•Directly responsible for the account management of Key Accounts and Franchises (Re/Max, Coldwell Banker, Century21 and others).•Successfully collaborated with all the local and global areas in the company to increase NPS, client satisfaction and retention indicators.•Increased customer retention by 40% and average ticket revenue by 35%•Special projects: Successfully Implemented Leadmax project in the company in 2016 creating a brand-new area to help website users in their searches, providing training to the telemarketing team and feedback to developers for improving the tool.

Ciudad De México Y Alrededores, México

Head teacher of "Professional Youth Orientation I" for 7 groups at "CECyT número 8 Narciso Bassols".

Ciudad De México Y Alrededores, México

iTops Mexico – Mexico CityLocal distributor for small businesses apps and cloud tools such as:TPV en la nube - Cloud-based POS system - www.tpvenlanube.comAkrages – ERP/CRM - www.akrages.comDr iCloud – specialized software for doctors and clinics - www.dricloud.com•Provided training to customers, suppliers and company personnel in the different products and services handled by the company.•Designed different workshops for improving different areas in the company: internal communication, customer service, sales, among others.•Successfully trained a 10-people team for the sales area.

Ciudad De México Y Alrededores, México

• Sales agent responsible for closing food & beverages and health & beauty deals to offer to our customers• Successfully opened the Monterrey City operations as a virtual office from Mexico City.

Ciudad De México Y Alrededores, México

•Sales agent responsible for closing food & beverages and health & beauty deals to offer to our customers•Successfully opened the Monterrey City operations as a virtual office from Mexico City.

Ciudad De México Y Alrededores, México

Telephone agent specialized in Crisis Intervention with "Red Cross SAPTEL Model".Co-worked with goverment's health department "Secretaría de Salud" to handle H1N1 Flu Virus (Swine Flu) in México.

Ciudad De México Y Alrededores, México

•Responsible for providing tech support and immediate assistance to users and clients.•Elaboration of service, parts and maintenance invoicing•Special project: 6m providing specialized support for Grupo Modelo

Master Of Business Administration - Mba, Business Administration, Management And Operations

Master Of Business Administration - Mba

Maestría En Terapia Familiar, Psicología Clínica

Maestría en terapia familiar con un enfoque sistémico.

Licenciatura En Psicología

Desarrollo Humano

Realización del Diplomado en Desarrollo Humano (1 año) por Fundación F. E. R. / UNAM

Tanatólogo, Tanatología

Realización de Diplomado en Tanatología (1 año) y Curso de Acompañamiento y Consejería Tanatológicos (6 meses)