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Work Background
Grupo GabineteChief Executive Director
Jan. 2021 - Dec. 2024México · Hybrid• Lead commercial strategies to strengthen the client portfolio, all selected markets, generating an improvement in income of 150% in the first year.
• Design and implement operating models to optimize cost management based on customer requirements and achieve an improvement in end-user satisfaction levels.
• Develop and strengthen alliances focused on accelerating response times and final quality of the allied teams incorporated into each service in the portfolio.
• Maintain the level of billing and profitability by optimizing the resources and inputs used in the provision of services.
• Design and implement indicators of service effectiveness, commercial performance, supplier profitability, competitiveness and Total Play customer service processes, as well as compliance with installation and maintenance processes.
• Direct and develop multifunctional teams for assigning activities, monitoring projects and meeting objectives.
• Collaborate with logistics teams to guarantee service routes and compliance with requirements.
• Supervise administrative processes, billing, collections, payments, budgets and costs.
Automoviles y Camiones RiveraChief Executive Director
Jul. 2020 - Oct. 2021Ciudad de México, México · On-site• Design market strategies focused on the commercialization of service, spare parts and sale of Freightliner units in the metropolitan area of Mexico City. • Establish policies and corporate governance that ensure the profitability of the region and customer satisfaction • Establish alliances focused on accelerating response times and final quality of the allied teams incorporated into each commercialized unit.
Inalarm S.A.Chief Executive Director
Jan. 2018 - Dec. 2020Área metropolitana de Ciudad de México• Lead the organizational transformation, values and perception of our client, optimizing the value proposition, the go-to-market strategy, the client relationship model, but mainly the employee's mentality.
• I used the strategic business model canvas with the management team to align strategic options with strategic objectives and create actions around our team's competencies. This analysis made me design and implement a new business strategy.
• Lead and participate in the planning and management of the Business Model to ensure the growth of the service portfolio.
• Design and implement reengineering strategies and total transformation of the business structure to ensure the optimization of business processes, objectives, metrics, guidelines, budgets and KPIs.
• Lead the Human Resources, Finance, Sales, IT, Marketing, Logistics, Purchasing, Internal Control and Delivery Service departments. Define, implement and maximize the use and savings of business budgets to maintain business profitability.
• Transform the relationship with our distributor base, giving them more value in terms of support, credit and after-sales service.
• Implement digital marketing plan (new for this company), to increase demand generation in business segments where the company has a greater market share.
• Strengthen the CRM systems and development infrastructure and implement an online store.
• Direct failed ERP implementations that only generated bad information for decision making, so I had to reimplement the ERP based on standards and best practices.
• Ensure processes were documented and KPIs implemented to initiate a BSC management philosophy.
• Modernize the work area, very old offices and it is not a suitable environment to maintain an organizational identity.
• Define company and staff behavior program to create an ecosystem of professionals.
Software SICOSSChief Executive Director
Jan. 2015 - Dec. 2017• Lead the development of strategies and compliance with the operation of the departments that make up the business to ensure the approval of objectives, thus achieving the growth of the company's P&L.
• Define and ensure compliance with the business operation from the Commercial, Financial and Administrative approach through the development and promotion of high-performance teams and ensure their alignment with business strategies.
• Design high value proposals in the short to long term through different initiatives that guarantee the innovation of the different processes that improve the operation for employees and clients.
• Develop and manage budgets to maximize the use and savings of resources.
• Design and implement new commercial structures, processes and business guidelines to ensure the continuity of its growth in the short and long term.
• Redefine the value offer that was focused on the product and not on the needs of the market, achieving a growth in sales of 38% compared to the previous year.
• Completely redesign the sales team with a service structure segmented by territory and key accounts.
• Increase investment in marketing to support sales by enhancing the value offer and supporting the structural support of operational areas, achieving a 13% reduction in spending compared to the same period in 2015.
• Reduction of portfolio age to 27 days and increase in customer base by 30%. $6M annual margin (from $2.3M loss) from 2014 to 2016 creating a strategy to transform the value offering and go-to-market. sicoss software.
• Revitalization of the Sicoss brand and repositioning it in the market.
Software SICOSSCustomer Success Director
Jan. 2012 - Dec. 2015Ciudad de México y alrededores, México• Design new strategies that ensure customer acquisition and retention, thus optimizing the growth of the business portfolio. Implement different initiatives that maximize after-sales and customer service operations. Identify and implement commercial projects to ensure the creation and innovation of products to increase the value of the portfolio.
• Manage and monitor the operation of the different marketing processes to ensure the positioning of the brand value. Lead and develop commercial teams to ensure the support and fulfillment of commercial objectives.
• Increase the range of demand generation by 300% in 6 months by designing a new marketing campaign focused on the company's services and main competencies.
• I redesigned the structure of the sales team, creating action groups with sales executives and pre-sales analysts, increasing the sales range by 35%.
• Define compensation plan to reward individual and group effort jointly or interchangeably without impacting the company's margin.
• Redesigned the structure of the after-sales team and created a new portfolio of services focused on the levels of care required by customers, increasing the customer satisfaction index from 65 to 89%.
SELMEC Equipos Industriales, S.A. de C.V.Customer Success Senior Manager
Jan. 2011 - Dec. 2012Ciudad de México y alrededores, México• Lead the development and implementation of strategies to optimize the business's service delivery operation and ensure commercial reinforcement with the business's key clients. Coordinate the correct planning and management of operations focused on the delivery and technical advice to clients of the contracted products.
• We transformed the customer service area from a cost area to a P&L area, first we established rates for maintenance services that were additional or not included in the product warranty, thereby creating an alternative income that it did not have when arriving. To the group.
• Build Microsoft Dynamics services module and start operations of a call center with which the system was fed and field engineers, spare parts and inventories were managed, managing to reduce the value of the inventory by more than 40% and helped increase the customer satisfaction.
• Implement the customer satisfaction survey model directly in the ERP so that different evaluations of attention, time and quality of the services provided were available.
MotorolaCustomer Service Senior Manager North LATAM
Jan. 2004 - Dec. 2010Ciudad de México y alrededores, México• Lead the development and implementation of strategies to achieve maximum customer satisfaction through technical support, logistics, supply and customer service processes, strengthening and increasing the value of the business portfolio.
HPDelivery Manager
Jan. 1999 - Dec. 2004Ciudad de México y alrededores, México• Implement a new business unit within the company as an internal service area whose objective was to define the after-sales strategy in areas focused on customer service, logistics, distribution and construction of protocols that ensure customer retention.
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