Michel San Germán Email & Phone Number

Mexico City, Mexico

Guadalajara, Jalisco, Mx

Driving a customer-centric culture across the organization and leading a high-performing team dedicated to enhancing the overall customer experience. Leading a wide range of strategic initiatives aimed at delivering exceptional service, improving key customer service metrics, and ensuring compliance with regulatory requirements. Finding opportunities to optimize processes, leverage data-driven insights, and collaborate cross-functionally to shape the customer journey and product improvements.• Leading, developing, retaining, and scaling a high-performing team that cares about ourcustomers and continuously improves the overall customer experience.• Defining and improving customer-related OKRs and delivering on customer servicemetrics such as NPS, CSAT, CES, etc.• Staying ahead of industry developments and applying customer success best practices toareas of improvement.• Proactively identifying and implementing strategic changes through data insights in theteam to generate efficiencies and drive a better customer experience while ensuringteams adhere to compliance and regulatory requirements.• Driving customer lifetime value by working closely with Data, Design, Product, andother teams to define the customer journey, analyze & evangelize customer insights,and help drive product improvements that solve customer needs and fulfill thedesired customer journey.

Mexico City, Mx

Company's Overview:Company that provides professional consulting in design of professional presentations, marketing and Smart Home Integration solutions.Main Responsibilities:• Overall strategic and operational responsibility of the company, providing leadership to Interdami’s strategic planning process and implement new programmatic strategic initiatives.• Provide coordination for all projects; working side by side with the CEO on developing, implementing, and managing the operational aspects of the annual budget, in order to ensure Interdami’s continued development and success.• Assess and collaborate in the execution of all operations and projects.

Global, Cn

Lead the transformation of the users’ experience and journey by creating marketplace, marketing & communication, product improvement and policies strategies based on the Voice of the Customer (operational and customer service data analysis and insight generation.• Build a strong team while developing strong stakeholder relationships with other functional departments, achieving a 10pp increase on Market Balance, which increased the weekly number of rides by 15% in 7 months.• Launch the CX department for DiDi's Financial Services in Spanish Speaking LatAm Region (SSL), recruit the team, determine roles and responsibilities and design the overall CX strategy for the 3 new products on DiDi international portfolio.• Drive focus of resources and customer centricity on the partner onboarding process, Safety and Anti-Fraud matters in all business lines in SSL (Food, Ride Sharing & Fintech).

Global, Cn

The role entails to prioritize and focus the efforts of an specialized team on the most relevan challenges the DiDi has in all Spanish Speaking LatAm as business to contribute on maximizing the experience and Customer Support, which will allow the company to generate more loyalty among our users and support the continuous growth of DiDi in LatAm.

Global, Cn

Leading the transformation of our users’ experience and journey by creating marketplace, marketing & communication, product improvement and policies strategies and projects based on the Voice of the Customer (operational and customer service data analysis and insight generation.

Global, Cn

Cdmx, Distrito Federal, Mx

Responsible for generating the company's overall strategy by integrating Financial Planning, Marketing & Business Intelligence and Pricing areas under the Strategic Planning Department. Recently developed a 5 year budget and strategic priorities plan in collaboration with the staff of the venture capital main investor.Defined operations optimizations, a vertical sector focused sales strategy and a debt restructuring plan in order to achieve better and faster results on the company's net worth value raise.Main Responsibilities:• Head of Marketing, Financial Planning and Pricing• Develop and monitor the company's short term and long term strategy.• Organizational performance overall review.• Oversee the performance of income and expenses as a cash flow management activity.• Obtain insight to contribute to the on going strategy adjustment and execution.• Constant performance report to board members and shareholders.

Cdmx, Distrito Federal, Mx

As Marketing Executive Manager, I am responsible for developing and overseeing the business strategy by analyzing the internal capabilities, resources, and market environment in order to bring focus and direction to the day to day activities of the company.Since I started overseeing the marketing department after its inception in January 2019 up until now, prospecting and lead generation has increased by +20% and the Sales department also increased their hit rate +60%, doubling last year's hit rate. This represents:• Just over US$ 10M increase in the sales pipeline.• A sales increase of US$ 1.5M on the year-to-date result.Main Responsibilities:• Head of the Market & Business Intelligence department; generating data analysis and insights for business decisions.• Salesforce Development and Administration Team; sales KPI’s.• Brand Management• Work with strategic partners to add new and innovative products to the company's portfolio.• Annual revenue budget definition and Marketing annual budget management.• Customer journey management; ensure the simplicity and satisfaction of every customer in any key moment of interaction with the company.• Staff member; collaborate with the C-Level Directors as part of the Board Staff to address all business operations by informing, monitoring and making decisions to shape the company’s course and objetives.

Cdmx, Distrito Federal, Mx

This position was created to aid the board of directors in the decision making process and control the chain of value from sales to billing. In this position, the biggest challenge was bringing the new CCO up to speed, redesigning the Commercial department altogether, recruiting and redefining the structure and implementing new methodologies to achieve the growth goal of the following 3 years.Main Responsibilities:• Monitor and evaluate monthly operation and administrative KPI, to assess customers’ dissatisfaction risks.• Review profit performance.• Build strong relationships with external customers and secure long term business. • Control and regulate commercial activity.• Selling and pricing annual and long term strategies.• Head of After Sales & Customer Satisfaction• Head of Commercial Administration.• CRM (Salesforce) Development & Administration

Cdmx, Distrito Federal, Mx

Key asset to monitor and control the commercial strategy by the administration and development of the sales activity core processes and CRM (Salesforce).Turned the use of Salesforce Sales Cloud into a success case for Salesforce by developing in-house tailored add-ons to make the system the center of all commercial activity. Scaled the operation through Salesforce to a 100% KAMs adoption.Developed a study case to evaluate and determine how the company should diversify or expand in order to close the gap between the actual annual revenue in that moment and the annual revenue goals for 2020. This resulted in the development and integration of two new business divisions for the company (IoT and SD-WAN).Main Responsibilities:• Head of Market & Business Intelligence• Head of After Sales• Head of Commercial Administration (sales back office and budget management)• Support the development of business growth and and commercial strategies• Assure the commercial Information for business accountability.• Member of the Innovation and Improvement Committee.

Cdmx, Distrito Federal, Mx

Due to a law reform, a new competitor started stealing customers from the company; as a result of the shift towards a more competitive landscape, the company responded by creating a new after-sales department. I was asked to design and integrate a team that helped the company maintain its customers and the revenue they represented and look for customer long term loyalty.Main Responsibilities:• Set up the After-Sales and Loyalty department.• Maintain and grow the company's customer portfolio and business.• Responsible for ensuring customer's satisfaction and loyalty with the company.• Make sure products and services met or surpassed the expectations of the customers.• Identify new business opportunities with current customers.• Build relationships with suppliers, companies and clients.• Develop programs to attain maximum customer satisfaction.

Cdmx, Distrito Federal, Mx

Main Responsibilities:• Responsible for all projects throughout the life cycle; from the consulting on the pre-sale phase until the solution was implemented and approved by the customer and end user.• In charge of supervising the activities and development of 6 project managers and consultants. • Implemented several simultaneous projects through the best management practices of ITIL and ISO 9000.• Designed custom and adequate solutions, based on the particular needs of every client.

Cdmx, Distrito Federal, Mx

Main Responsibilities:• Management and implementation of several simultaneous projects.• Reporting, monitoring and recording the technical memory of the process.• Design custom and adequate solutions, based on the particular needs of every client.• Support several internal areas with special requests.

Main Responsibilities:• Assessed and redesigned the workflows and responsibilities of several positions, that impacted over 1,500 employees.• Updated and restructured several process manuals to obtain more efficient results.• Designed new processes, prioritized administrative tasks and collaborated with department managers and directors revising daily activities, resulting in efficient task and activities.

• Collaborated with the CEO on designing new operational and commercial strategies, resulting in a more effective and efficient way to achieve the company’s goals.• Optimized the sales and purchase process focusing on maintaining strong relationships with suppliers.• Reeled in new suppliers and customers, being able to have more agile transactions and processes, in order to fulfill faster and better the objectives of every project.• Created and implemented a new method to organize financial records.• Redefined the company ́s mission and vision statements.• Successfully led several projects to completion and oversaw other project’s development, obtaining better results than initially projected.

Fuchu-Cho, Aki-Gun, Hiroshima , Jp

• Developed meaningful relationships with customers in order to create sales opportunities.• Helped clients to find the right car that meets their specific needs and budget.• Demonstrated automotive capacities, characteristics, and special features on test drives.• Negotiated terms of agreements for difficult sales.• Designed payment plans for closed sales and purchased contracts.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Applied Science (B.A.Sc.), Industrial Engineering