Jorge Mondragon Email & Phone Number

Stockholm County, Sweden

Stockholm, Stockholm County, Sweden

In my role as Customer Care Manager, I am part of a dedicated team that delivers outstanding customer experiences while fostering a supportive and growth-oriented environment.

Göteborg, Vastra Gotaland County, Sweden

Sportson is one of the main bike retailers in Sweden with stores all over the country. As a Customer Service Specialist, I focused on creating exceptional customer experiences by tailoring solutions that meet individual and business needs. My role bridges operational efficiency with team development, empowering colleagues, knowledge-sharing, and process improvements to deliver consistent results.My experience spans B2C and B2B solutions, mechanical and technical support, and business operations, giving me a well-rounded perspective to identify challenges and implement effective learning strategies. By leveraging tools like CRM and optimizing logistics, stock management, and workflows, I’ve built systems that enhance both customer satisfaction and team performance.Key Areas of Expertise:-B2C and B2B Customer Solutions-Training and Development-Business Operations and Process Improvement-Transport and Shipping Logistics- Warehouse and Stock Management- Mechanical and Technical Support

Sweden

Mondragon Group AB is the parent company owner of Nopalli's Brand and in charge of its development and operations in Sweden. As Head of Operations, I performed different tasks and roles but not limited to:- E-commerce: brand development, site administration. - Head of customer management with emphasis on building long lasting relationships with customers and businesses alike.- Business account management- Process improvement and standardization - Customer experience, support and CRM- Product & Catalog development tailored specifically to the Swedish market.- Market strategy- Logistics: Import & export, transportation and shipping logistics- Stock and warehouse management- Marketing campaigns and events participation.

Gothenburg, Sweden

Providing consulting to businesses on the fields of franchise, brand and business development, B2B and B2C, customer experience, process streamlining and standardization, implementation of company guidelines, marketing strategies and product development. Together with a consulting job as a tester, UI, UX, marketing analysis and customer experience for different recognisable companies and brands.

Paris Area, France

- Franchise: Franchise development and network coordination- Business and Brands: product development, performance improvement, strategy and risk assessment- Business Processes: Improvement and company standardization - Customer Experience, mediation and interaction

Paris Area, France

- Brand & Business development assistance- Customer management procedures, customer service and support (B2B & B2C)- Managerial procedures improvement and implementation - Brand guidelines development- Franchising project review - Sales point team: recruitment, training and follow-up

Paris Area, France

- Brand development assistant, implementation of new management procedures and brand guidelines- Customer experience and customer relationship management (B2B & B2C)- Project management and performance & process improvement / turnover & sales- Sales point team: recruitment, training and follow-up- Sales point: management, customer service and fidelity program- Brand image and suppliers responsible

Paris Area, France

- B2B & B2C: customer experience, CRM and conflict resolution- Network coordination: audit, action plan, corrective actions, reporting; guidelines, service quality and brand image- Development assistant, project management, troubleshooting, internal training and commercial actions- Franchisers: recruitment, selection, evaluation, contract, know-how transfer, support and internal documentation management- Processes improvement and standardization- Franchise development: logistics, counseling, guidelines implementation, assistance and opening assistance- Suppliers and partnerships: Negotiation, brand representation and agreements signing- Sales point: management, HR, coordination, accountability, concept guidelines, billing, team management and performance follow-up- Communication: internal communication management and event planning- Brand development: market analysis, bench marking, prospecting and strategic business development-Turnover and sales development, key performance indicator analysis and optimization

Paris Area, France

Internship MD- Operative manual creation, internal support, sales coordination- Support and coordination of internal network- Team: training, development and follow-up

Veracruz Area, Mexico

- Development, and management of “HAPPY SQUID”- Tacos restaurant and food-truck- Supplies and Logistics- Customer management

Monterrey Area, Mexico

Veracruz, Mexico

Monterrey, Mexico

Master’S Degree, Business Franchise Management And Engineering

The program provides a deep understanding of the principles and practices of franchising, including franchise law, franchise operations.

Master’S Degree, Marketing And Sales

The curriculum covered topics such as consumer behavior, market research, product development, branding, advertising, sales, and digital.

Formation En Droit Du Travail Et Gestion Du Personnel, Droit Du Travail Et Gestion D'Entreprise

Connaissance globale et synthétique des obligations d'un service du personnel en matière de Droit du Travail, d'administration du.

Formation Hygiène Haccp, Hygiène

Formation en hygiène alimentaire (HACCP). Acquisition des capacités pour organiser et gérer l'activité dans des conditions d'hygiène.

Bachelor Of Laws (Ll.B.), Law

Activities and Societies: -American Football player of "Borregos Salvages ITESM campus Monterrey"

Swedish Language, Swedish Language And Literature, B1

Activities and Societies: Intensive courses

French Language Proficiency, French Language And Literature, C2

Activities and Societies: Intesive courses - 450 certified hours

English Language Proficiency, English Language And Literature, C2

Computer Programmer Technician, Computer And Information Sciences And Support Services, Technician