Manuel Tapia Email & Phone Number

Head of the Customer Experience and Voice Order LOBs, managing a team of ~ 120 teammates (customer support agents and operations leaders). Service delivered for the US and Canada markets on special escalated cases. Strong focus on operational efficiency, achieving sustained results on CSAT with a 25% improvement HoH and achieved FCR above 90% for 6 consecutive months. Positive results on attrition numbers, below 8% QoQ and results on target for employee satisfaction survey.

Miguel Hidalgo, Mexico City, Mexico

Lead for the customer services processes for the Mexico operation, responsible for migrating the operation from Brazil to México without any service interruption and achieving high quality metrics. Currently managing inhouse and outsourced operations with local and abroad vendors. Continuous improvement of SOPs to "customize" the service delivery. Strong focus on quality metrics such as NPS & CSAT and app enhancements.

Mexico

Operations head for the Customer Service delivered through our LatAm BPO network, providing front and back office services to Mexico and regional Spanish speaking countries for the mobility and food services. Responsible for the WFM team that controls this same region with strong focus in leveraging our BPO network and achieve consistent efficiency in our customer service operation.

Mexico

Responsible for launching and managing the Customer Experience operation for the DiDi Food Mexico line of business with an outsourced BPO. Providing front line customer service to consumers, restaurants and couriers, also delivering back office support to restaurants and delivery “on boarding” process. Support the successful launching of the food delivery service in 34 cities across Mexico, onboarding a total of 57K couriers and partnering with 35K restaurants. Achieve major experience related OKRs and significantly improved CX by implementing different contact channels for service delivery.Constant communication with heads in China and Mexico for strategy roll out and process improvement.

Mexico

Responsible for the call center service channels (inhouse and outsourced operations), delivering customer care performing inbound and outbound campaigns (strong CRM data mining), cross sell, retention & re activation, also technical assistance for all our Nespresso Club Members for Mexico & Colombia markets.

Head of the call center operation, responsible for the outbound process focused on membership renewal and leader for the inbound channel for customer service and new member affiliations.

Head for the Call Center Unit. Providing tailored information related to pension plans and specific services to our corporate customers. Responsible of the implementation, development and operation of this new institutional service focusing on special process within asset and portfolio management and pension plans.

Mexico City Area, Mexico

Responsible for the sales strategy, product evaluation and sales performance throughout Scotiabank, Global Card and Crediscotia customer service areas. Responsible of sales conversion improvement, composing the offer of various products through the different Call Center channels: Outbound, Inbound and Non Branch Channels. Responsible for designing and implementing different dynamics in the Contact Centre to increase sales, meet the sales objective and improve the agents performance.

• Responsible for the Customer Service area, handling the Pick Up, Traces, Customs and Product & Services processes (Front Line). Also managing the Domestic and International Traces process and Claims & Complaints (Back Line). Head of a team conformed by 271 people (256 customer service representatives, 2 WFP specialists and 13 Team Leaders).

• Head of the Customer Service unit that provided service to the most important and profitable portfolio of the company (Platinum and High Value card members), managing a team of 125 persons (117 annalists and 8 Team Leaders). Also responsible for different Platinum product processes.

Owner of the operation and responsible for the relation with two business partners (TELvista in Mexico City and APEX in Cordoba, Argentina) that handles part of the Customer Service for the Mexican market (26% of the volume). Responsible for the general results in both vendors, managing a team of 270 persons, always looking forward to consistently deliver results through these two service providers at a competitive cost. Focused on the operation profitability and accurately follow up on business needs and basic call center drivers.

Responsible for maintaining and manage the business relation between American Express and TELvista (Vendor). Also responsible for the Call Center operation, managing a team of 160 persons. Accurately follow up on all vendor operational metrics such as: Service Levels, Quality metrics, Cross Sell results, Customer Satisfaction Metrics and responsible for different strategies that significantly improved the vendor results without increasing the operational costs.