Jesús Iván Serrano Guerrero
Mexico City
Summary
Accomplished professional with 15+ years of experience in market research agencies managing national and international projects in U.S.A. / Europe / Asia Experience in end-to-end management of qualitative and quantitative projects: Briefing, quotation and methodology proposals, vendors (if applicable) Strong experience with product testing for concepts, packaging, consumer products, and personal hygiene products 15 years of experience in market research, focused on customer experience and customer service strategies. Strong experience in developing and managing customer satisfaction and using the NPS metric. Development of campaigns to increase customer loyalty and preferences.
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management.
Overview
20
20
years of professional experience
Work History
CTC Analyst
WBD
01.2025 - Current
- Executed maintenance, cleaning, and data loading to ensure data integrity
- Facilitated customer profile and information add-on to enhance database accuracy
- Reconciled data across multiple systems to ensure accuracy.
Survey Hub Leader
NielsenIQ
01.2021 - 01.2025
- Design and field the ad hoc online surveys for +10 countries
- Generated reports and NPS evaluations for e-tailer, providing actionable recommendations
- Established a local research panel to gather insights in Brazil
- Directed a team of 6 members working in 4 countries.
Consultant Applicant
Metlife
01.2018 - 01.2021
- Implement the NPS metric and customer satisfaction survey according to the company's standard Gold and product lines for an insurance company
- Developed operating dashboards to visualize and distribute performance results, facilitating data-driven decision-making
- Implement RCPS sessions for improvement based on the results obtained
- Generation of metrics for the operational area
- Enhanced the customer journey by detecting issues and implementing improvements based on user insights.
- Proposals for improvement in operational processes
Customer Experience Manager
Maxcom Telecomunicaciones
01.2010 - 01.2016
- Applied Customer Satisfaction Index (ISC) for residential and commercial sectors through telephone surveys to gauge customer feedback.
- Apply the Customer Satisfaction Index (ISC) both residential and commercial through telephone surveys
- Developed and presented comprehensive campaign analyses, findings, and recommendations to management and Board.
- Led a three-member training team to enhance employee skills and performance through targeted training initiatives.
- Directed a ten-member monitoring team to assess and improve performance metrics effectively.
Account Executive
Evamerc
01.2007 - 01.2010
- Managed national and international projects to ensure alignment with client objectives.
- Preparation of quotes and proposals, including methodology and samples.
- Preparation of reports and recommendations to clients.
- Preparation of questionnaires, reports, presentations and analysis in PowerPoint.
- Drafted reports and recommendations for clients to support informed decision-making.
- Supervised field operations to ensure data accuracy.
Education
Diplomado - Business Intelligence Analytics
Universidad Del Valle De México
Mexico City, Mexico12-2020
Maestría - Analítica e Inteligencia de Negocios
Universidad Tecnológica De México
Mexico City, Mexico12-2019
Posgrado - Calidad y Productividad en Procesos
Universidad Tecnológica De México
Mexico City01-2001
Diplomado - Mercadotecnia Estratégica en un entorno incierto
Universidad De Las Américas A.C.
Mexico City01-2000
Licenciatura - Mercadotecnia
Universidad Tecnológica De México
Mexico City01-1997
Skills
- Data analysis
- Data reporting
- Market analysis
- Customer assessment
- Client relationship management
- Agile project management
- Project coordination
- Client-focused presentations
- Data analysis
Languages
Office (Word, Excel, Powerpoint, Outlook, Project) Advanced Level
Basic knowledge in Tableau / Power BI
English (Advanced level, capable of conducting business conversation and presentations)
Other Courses
- 2008 XV Congreso de la AMAI “It’s all about Sensory” Pruebas Sensoriales de Producto (AMAI Workshops) Engagement, Vinculos emocionales con el target (AMAI Workshops)
- 2007 XIV Congreso de la AMAI
Experience In Market Research Agencies
- 2006 – 2007 Accurate Market Research Account Manager
- 2005 – 2006 Leventer Group Account Manager
- 2005 – 2005 TNS Gallup Satisfaction & Quality Consultant
- 2003 – 2004 Grupo GDV Account Executive
- 2001 – 2003 Gallup México Project Leader
- 1998 – 2001 Marketing Group Project Leader
Timeline
CTC Analyst
WBD
01.2025 - Current
Survey Hub Leader
NielsenIQ
01.2021 - 01.2025
Consultant Applicant
Metlife
01.2018 - 01.2021
Customer Experience Manager
Maxcom Telecomunicaciones
01.2010 - 01.2016
Account Executive
Evamerc
01.2007 - 01.2010
Diplomado - Business Intelligence Analytics
Universidad Del Valle De México
Maestría - Analítica e Inteligencia de Negocios
Universidad Tecnológica De México
Posgrado - Calidad y Productividad en Procesos
Universidad Tecnológica De México
Diplomado - Mercadotecnia Estratégica en un entorno incierto
Universidad De Las Américas A.C.
Licenciatura - Mercadotecnia
Universidad Tecnológica De México