Juan Antonio Pliego Montero

• Established cross-functional teams for improved communication between departments and better customer experiences.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Reduced response time to customer inquiries by optimizing support channels.
• Design and execute customer success plans based on data analytics to improve satisfaction and operational efficiency.
• Manage key stakeholder relationships to align client needs with the platform's technological capabilities.

• Responsible for transforming the customer experience for Merchant Services, leading all servicing areas: Installations, Maintenance, Tech Support (L1 & L2), and Sales Operations.
• Key Achievement: Increased First Pass Success NPS from 40% to 70%.
• Key Achievement: Led projects that achieved $500,000 in operational efficiency savings.
• Refreshed customer experience resulting in 23% faster processes.
• Led cross-functional teams to achieve company goals, fostering collaboration and communication.
• Ensured compliance with industry regulations and company policies, mitigating potential risks.

As Manager of services and operations at Wansoft, I oversee 24/7 support, customer service, and back-office departments. My main goal is to improve the customer experience by optimizing operations and service delivery. I lead strategic initiatives and promote teamwork to enhance processes and standards, ensuring Wansoft maintains its reputation for excellent customer service.

• Managed the acquisition and procurement of contact and operation information for 3,000 companies
• Established successful business operation within 6 months
• Managed daily operation of the store by handling administrative tasks and renting up to 20 storage units weekly
• Self-motivated, with a strong sense of personal responsibility.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.

As Director of Customer Experience Transformation, I lead initiatives to elevate client satisfaction and drive business outcomes. Responsibilities include strategic planning, project management of tailored solutions, stakeholder engagement, solution implementation, performance analysis, change management, and thought leadership. My focus is on delivering tangible results through innovative approaches and a deep understanding of customer behavior. •

• Implementation of multiple initiatives to support companies to increase their profitability and Customer Experience
• Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
• Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.

• 15+ year progressive career: Workforce Planning Specialist → Project Manager → New Business Development Lead.

• Global President's Award 2012 (NYC): launched first digital insurance acquisition model (Payback Insurance).

• Pan-regional LATAM call center migration: established AMEX's first consolidated regional operation.

• Redesigned entire American Express IVR architecture, optimizing customer routing and self-service experience.

• 60+ voice system implementations (IVR, routing, call recording) for Consumer and Corporate card products.

• Workforce Planning for 300-agent, 15,000-calls/day operation — all SLA targets consistently met.