Luis Jorge Herrera - Customer service,

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Work Background

NexusToursSenior Manager Destination Development

Sep. 2022 - Mar. 2023Cancún, Quintana Roo, México-Ensure the implementation of the new customer service promise. (NPS) -Oversee the operations and development of more than 17 destinations within Central America and the Caribbean. Strengthen commercial results in the destinations of Costa Rica, Saint Lucia, Antigua and the British Islands. -Responsible for the development of associated destinations throughout the Caribbean. - P&L, Sales, Performance analysis of destinations under my responsibility, offering process improvements and their implementation.

UberTeam Lead I

Oct. 2017 - Aug. 2022Mérida, Yucatán, México / Cancún México / Campeche, México / Puebla, México / Villahermosa, Tabasco- Management of 5 cities (Mérida - Cancún - Campeche, Villhermosa - Puebla ) with 20 employees focused but not limited in Customer Service and People Management. - Customer service at Uber Greenlight. - Facilities management - Own the success metrics for profitability, operational efficiency, and customer satisfaction scores - Strengthen performance through process development and innovation. - Hire, train, and lead a team of Uber Experts and Senior Experts - Collect, analyze and develop strategies based on performance data to improve the operation of the Greenlight. - Make our Greenlights great places to work by developing employee engagement action plans Collaborate with City-Ops and CommOps teams to ensure your Greenlight Hub offers our driver-partners the best possible experience each and every time they walk in the door. - 20 people management.

UberSenior Expert

Feb. 2017 - Oct. 2017Mérida, Yucatán, México / Cancún México / Campeche, MéxicoSenior Expert - Customer Service at Uber Greenlight. - Facilities management. - 20 people management.

UberPSR

Feb. 2016 - Feb. 2017Mérida, Yucatán, MéxicoPSR - Personal Service Representative * Customer Service at Uber Greenlight

Drago Corporate ServicesCoordinador de Calidad Operativa

Aug. 2014 - Aug. 2015Mérida, Yucatán, México- Validación de servicios completos a nivel nacional -Validación de Vehículos, reportes mensuales -Supervisión de sucursales a nivel nacional - Calificación de la calidad del servicio - Manejo de caja chica - Aclaraciones de nómina - Finiquitos, Altas y bajas - Captura de Asistencias - Coordinación de Eventos Especiales, - Supervisión de que todas las sucursales se manejen de acuerdo a las políticas de calidad de la empresa.

Carrera Summer Run 2014, “Ayudar es nuestra meta”Director de Logística y Organización

May. 2014 - Aug. 2014Mérida, Yucatán, México- Logística de puntos de venta - Venta de Boletos - Patrocinios - Creación de imagen y publicidad - Gestionar los fondos para las fundaciones por las cuales se realiza la carrera

Nextel de MéxicoEjecutivo de Atención a Clientes Universal

Mar. 2011 - May. 2014Mérida, Yucatán, México- Atención a clientes, Seguimiento a Procesos de Clientes - Servicio y reparación - Entrega de valores - Caja - Supervisión de atención al cliente - Control de inventarios - Supervisión de Módulos Express región sureste (Veracruz, Villahermosa, Cancún, Campeche, Mérida) - Logística - Facturación - Capacitación de ejecutivos módulos express - Ventas de planes tarifarios

MACROCELEjecutivo Mesa de Control

Dec. 2006 - Sep. 2009Mérida, Yucatán, México- Activación de planes Telcel - Facturación planes Telcel - Telemarketing - Control de Tiendas - Control vendedores - Atención a clientes a domicilio - Inventarios - Ferias Telcel - Manejo intranet - Capacitación - Relaciones Publicas con Marcas (Ericcson, Nokia, etc)

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