Hisense MexicoCustomer Service and Quality Director
Feb. 2015 - Mar. 2017Ciudad de México y alrededores, México · On-siteResponsible for increasing customer satisfaction and trust by building the organization required to operate at a reliable and cost-efficient level of service, negotiating service agreements with distribution channels for Mexico and Central America and the Caribbean. Achievements
- With the company already operating, structure in 6 months the service organization for current company size, creating the areas of: Call Center & Omnichannel, Authorized Service Network, Spare Parts Supply, Technical Support and Quality. • Migration of the spare parts warehouse reducing the time from 15 to 4 days in the first 3 months and then to 48 hours. • Implementation of the Service Center from scratch to achieve in 5 weeks, a service level of 65% to 90% in 4 months. • Increase customer satisfaction by expanding & standardizing service coverage in Mexico and Central America & Caribbean • Restructuring of the network of Cell Phones, Home Appliances services in local co-investment by establishing 3 Premium sites focused on carry-in services for the customer and increasing the national coverage from 70% up to 90%. • Expansion of after-sales service in Central America and the Caribbean, reducing losses due to non-commercial returns by 80%, renegotiating with current dealers and installing channel 800 in 8 countries and service from Mexico