Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Francisco Javier Meza Ortega

Francisco Javier Meza Ortega

Naucalpan

Summary

Experienced with member relationship management, delivering positive member experiences through effective service strategies. Utilizes team leadership and customer service skills to foster a supportive and engaging environment. Knowledge of membership databases and conflict resolution to ensure smooth operations.

Overview

14
14
years of professional experience

Work History

Membership Services Manager

The Fives Epic Travelers
02.2024 - 01.2025
  • Primary responsibilities include keeping members engaged and providing them with comprehensive information about their new membership
  • Additionally, I focus on boosting hotel revenue by reactivating inactive members and maintaining their interest
  • I lead the E-concierge team, motivating them through support and leadership to enhance customer service and providing necessary training
  • Collaborated with marketing department to create promotional materials that highlighted member benefits and incentives.
  • Conducted regular audits of membership database, ensuring data accuracy and integrity for effective communication efforts.

Membership Services Manager

Legendary Vacation Club
07.2022 - 02.2024
  • Lead the Customer Service team for the Vacation Club, guiding agents to meet the company goals of the Hard Rock Hotels brand in Mexico, ensuring that members fully appreciate their acquired membership
  • Focus on enhancing areas of opportunity in every member interaction—whether through chat, email, or telephone—to deliver an exceptional customer experience
  • Conduct quality reviews across all channels managed by the Contact Center, striving to exceed member service expectations through quality assessments, surveys, and feedback

Core services Manager

Marriot Intl
02.2019 - 01.2022
  • Conduct regular team meetings to communicate goals, updates, and performance metrics, provide ongoing training and coaching to staff to enhance their customer service skills and product knowledge, analyze call center metrics, such as call volume, average handling time, and customer satisfaction scores, to assess team performance
  • Improved customer satisfaction with timely resolution of issues and proactive communication.
  • Analyzed key performance indicators to identify areas for improvement in core service delivery.

Customer Service Supervisor

AEROMEXICO
02.2016 - 11.2018
  • My primary daily responsibilities included providing feedback at the start of each shift, serving as a guide for my assigned team, and addressing customer feedback in various situations
  • Resolved customer complaints by implementing immediate solutions.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Throughout the day, I actively listened to customer complaints at key locations such as the check-in desk and boarding gates, while also coordinating agents to prevent flight delays

Customer Service Inplant

AEROMEXICO
07.2012 - 02.2016
  • Lead a50-person team including Supervisors and Agents from different areas to worked together to succeed in increasing Customer Satisfaction using training and motivation as they answer questions, handle complaints, and provide support for clients, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers
  • Each month I was responsible for providing results to the Customer Service Director and the Call Center Manager

Quality Assurance Agent

Teleperformance
09.2010 - 07.2012
  • My primary responsibilities involve ensuring that my company’s quality standards are consistently upheld. This includes conducting audits, developing quality standards, providing management with recommendations to enhance operations, and assessing employee performance through observation and feedback. Additional duties include fostering effective internal communication and promoting teamwork.

Education

Private pilot -

Salt lake comunity College
01.2004

Skills

  • Customer Service
  • Airport operations
  • CRM (salesforce, hubspot)
  • Project management
  • Decision-making
  • Problem resolution
  • Communication, training
  • Multitasking Abilities
  • Team collaboration
  • Team leadership
  • Microsoft office
  • Sabre check-in and reservations
  • Attention to detail
  • Problem-solving abilities

Languages

English
Advanced (C1)

Timeline

Membership Services Manager

The Fives Epic Travelers
02.2024 - 01.2025

Membership Services Manager

Legendary Vacation Club
07.2022 - 02.2024

Core services Manager

Marriot Intl
02.2019 - 01.2022

Customer Service Supervisor

AEROMEXICO
02.2016 - 11.2018

Customer Service Inplant

AEROMEXICO
07.2012 - 02.2016

Quality Assurance Agent

Teleperformance
09.2010 - 07.2012

Private pilot -

Salt lake comunity College

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Francisco Javier Meza Ortega