Jose Miguel Lorenzo Espinoza
General Manager, Customer Service, Centre Operation, Administration.
Tordo 33 B 301,Tacubaya, Miguel Hidalgo
Summary
Focused on customer service and training of human capital. Good time management skills and ability to create loyalty and establish long-term relationships with customers. Experienced as Center Manager with over 7 years of experience, excellent reputation for resolving problems and improving customer satisfaction.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Workplace Specialist
South Pole Carbón México
México, CDMX
2023.03 - Current
- Responsible for the overall management and administration of local office, bringing a dynamic and lively approach to support our team.
- Directly report to the Workplace Regional Lead and dotted line to the Office Director.
- Enhancing the workplace and community experience of the entire team through enthusiastically and proactively providing administrative support, implementing new team initiatives, and supporting our close-knit team.
- Working on practical and administrative issues, as well as engaging the community and creating a fun office space for our colleagues.
Community Manager Team Leader
IWG plc, Regus & Spaces.
Panama, Panama
08.2021 - 07.2022
- Lead operations across all lines of business in Panama (5 business centres), delivered training and development for Community Associates to Managers.
- Central point for a cross-functional team to ensure all aspects of the operations are running smoothly providing customer service and follow up, generating reports (KPI, P&L, NPS, FOB, etc).
- Decision maker for operational activities and set strategic goals, supervising, plans and monitoring the day-to-day running of the business to ensure smooth progress achieving an increase on NPS results to 70%.
- I reduced the amount of bad debt from country in 85% by implementing the collections process for all managers at the country.
- Reduced the expenses in the country in 30% by evaluating and reviewing daily purchases from centre staff to our local suppliers.
- Increased and maintained the country occupancy up to 60% yearly by resolving customers requests, invoicing issues, booking confirmations and bad debt reduction.
- Trained to all team members in sales processes, Increasing and encouraging them to cross sale and walk in sales, in order to earn sales bonuses.
Community Manager Deputy
Regus Management de México.
México, Ciudad de México
02.2020 - 07.2021
- Support business centres in Mexico City on daily basis reports such as Occupancy, collections, NPS, retention, etc.
- Counseling business centres in Panama and Honduras in daily operations.
- Training of new staff developing a sense membership and monitoring of processes according to standards of the company.
- Creation of training manuals for internal processes such as collections, bad debt, centre standards, customer service.
Community Manager
Regus Management de Mexico.
Ciudad de México, CDMX
12.2015 - 01.2020
- Increased the NPS to 100% at centre level.
- Be recognized as Center and Community Manager of Excellence.
- Reduced and maintained the bad debt from business centre to 0%.
- Effective communication with the administrative and sales team.
- Closing sales, review and explanation of new service agreements (contracts).
- Continuously improvement on my sales capabilities and the product knowledge.
- I created, maintained and organized database, answering daily customer´s questions about invoicing, collections, service agreements, products and services offered by the company.
- Support to sales managers for closing them and prospecting customers.
- Supervised the daily operations of the business center.
Advance Account Executive
HSBC México SA
Ciudad de México, Mexico
03.2010 - 10.2015
- Started as a cashier, promoted to hostess, executive account and finally as advanced executive account.
- Achievement of monthly goals in all products: credit cards, personal accounts, nominal loan, insurance, investments, auto loan and mortgage credit.
- Awards for achievement of monthly goals at subdirectory level.
- Certification from Manchester University in AML (Anti Money Laundering).
- Certification on AMIB 1 (Stock Market).
Customer Service Representative Bilingual.
Servicios SSI Integrales S de RL de CV
Leon, Guanajuato
10.2006 - 08.2009
- I answered an average of 30 calls a day solving question, issues and offering new information of the products to final customer. Cross sale of new services.
- Troubleshoot and resolve customer product complaints promptly in an empathetic and professional manner.
- Documented, investigated and resolved customer issues appropriately.
- Managed customer calls effectively and efficiently in a challenging call center environment that is fast and complex.
- Met or exceeded quality and service standards each reporting period revision
Education
Bachelor Degree in Marketing. - Business Administration
Universidad De La Salle Bajío AC.
Leon, Guanajuato. Mexico 08.2004 - 07.2008
High School Certificate - Administration
Universidad De La Salle México ULSA´
Ciudad De México, México. 08.2001 - 07.2004
Skills
Enjoys challenges and adapts to change
Easy interaction with people
Confident and approachable
Takes responsibility for maintaining high standards
Takes ownership and acts decisively to solve problems and deliver results
Sets clear goals and expectations, supports and encourages the team
Identifies goals and uses available resources to formulate a strategy to achieve them
Certification
Coaching, Leadership management.
Timeline
Workplace Specialist
South Pole Carbón México
2023.03 - Current
Community Manager Team Leader
IWG plc, Regus & Spaces.
08.2021 - 07.2022
Community Manager Deputy
Regus Management de México.
02.2020 - 07.2021
Community Manager
Regus Management de Mexico.
12.2015 - 01.2020
Advance Account Executive
HSBC México SA
03.2010 - 10.2015
Customer Service Representative Bilingual.
Servicios SSI Integrales S de RL de CV
10.2006 - 08.2009
Bachelor Degree in Marketing. - Business Administration
Universidad De La Salle Bajío AC.
08.2004 - 07.2008
High School Certificate - Administration
Universidad De La Salle México ULSA´
08.2001 - 07.2004