Victor Bendimez Email & Phone Number

• Specialized in selling experience solutions to the clients, helping them in the accomplishment of their goals in personalization, long-lasting sales, new experiences in new stores and branches. Innovation and customer service expectations.• Improve the customer’s business indicators with the use of customer voice and other methodologies to identify operational, process, technology and headcount issues, as well as recommendations on their processes to achieve their goals.

Mexico

• Responsible for the strategy of 20 financial accounts in México Banamex, HSBC, BanBajío, Inbursa, FAMSA, Intercam, Multiva, Afirme, Banregio, Monex, Mifel, AMEX, Casas de bolsa, Caja Popular Mexicana, Libertad Servicios Financieros, Actinver, with US $ 1.5 M dollars quota.• Development of strategies and manage global and local team for accounts.• Specialized in selling experience solutions to the clients, helping them in the accomplishment of their goals in personalization, long-cycle sales, new experiences in new stores and branches. Innovation and customer service expectations.• Development of consultative selling supported in business cases, business indicators and TCO, presented to decision makers so they decide to invest in Genesys experience solutions.• I created relations between those who generate solutions in Genesys and the final clients.

Latam

• I designed customer experiences (Telco, retail and banking) based on best practices and business goals increasing customer´s satisfaction between 5 to 8%.• I generated recommendations and business cases in customer experience based on business processes in order to close deals up to $ US 3,5M dollars.o Financial: up to $ US 2,5M - licenses, up to $ US 1,0M - PSo Hospitality: up to $ US 1,5M - licenses, up to $ US 1,0M - PSo Telco: up to $ US 300K - licenses, up to $ US 500K - PSo Retail: up to $ US 500K - licenses, up to $ US 400K - PSo Multilevel Retail: up to $ US 750K - licenses, up to $ US 200K - PS• I coordinated working sessions to create new experiences for clients, guiding them in the new experiences, and improving the customer´s attention process, all these improved sales in 25%, collections in 15% and re-sales in 2%.• I generated strategies for the optimization of present and future customer experience creating “business roadmaps” for 3 years in advance, and attainable plans taking account of the customer advance.• I created and supported business cases for big investments for clients, from US $ 100 K to US $ 2,5 M dollars, with investment return from 8 to 25 months.• I supported clients and prospects with their business plans integrating technology, operativity, and process aligned to the client´s desired strategies. Created maturity models and guides to help clients to define the next steps.• I created tactical transformation maps, recommendations and analysis of business cases.• I made use of best practices for validating and evaluating the clients and prospects organizations using COPM, CEM tools, Service Design Thinking, Customer Effort Score, Customer Journey and Emotion Curve.• I supported Speech Analysis projects to identify operative and business KPIs, and made recommendations about processes resulting in 8% increase in sales, 10% increase in satisfaction, 10% in agents productivity, and 2% in NPS.

Mexico City Area, Mexico

- Responsible for designing solutions and giving attention at different levels.- I presented technological solutions demonstrations.- I designed the architecture and the size of businesses for different clients that required the implementation of appliances for Contact Centers, CITI, Multimedia,Outbound, IVR, etc.- I supported in the generation of the neccesary documentation for different government biddings and companies RFP.

Mexico City Area, Mexico

- I coordinated a team of 30 people that implemented the automatized phone-call dialing system in all of the Banamex Phone Attention Centers contributing with the increase of sales of different products that Banamex offered to their clients.- I coordinated interdisciplinary groups (communications, operativity, systems, finances, business área) in technology projects, software maintenance contracts, and obtaining budgets for projects financing.- I coordinated CTI (Computer Technology Integration) infrastructure support divided in 3 call centers with 1000 sits for phone attention, and a monthly average of 500 000 phone calls succesfully reducing mistakes in 90%.• I coordinated different up-to-date technologies in Banamex Customer Service Call Centers in order to strengthen the infrastructure and software of CTI platform, contributing to improve services and increasing in almost 40% the number of phone calls.- I implemented and upgraded technologies for the predictive dialing of the Telemarketing Phone Attention Center, increasing contacts in 25% and sales in 35%.