Julio López

*Responsible for Customer Service at the National Level of three business areas:
Stations (gas stations) / Loyalty program / Electronic wallet
*Designs and implements flows in the CRM to address the different reasons for contact.
*Development of internal processes and SLA's.

Contact Center P&L by campaign and service.
Campaign Management: ecomerce / Collections / Service Desk.
Improve the dialing strategy to increase contact in Collections.
Restructuring processes for Elektra.mx in conjunction with Deloitte.
Implementation of campaigns in Call center BPO (BCP service)

Responsible for customer service in Mexico and Spain.
-Design the operating model for the attention of the different channels with personnel specialized in specific tasks and other multi tasks.
-I implemented the control desk for the monitoring and resolution of tickets.
-I established SLA's with the different messengers.

Implement and manage the Collection campaign on the CDMX site; recruitment, training and operation in HO
Ensure the recovery amounts of the different arrears with DB segmentation, schedules and dialing rules, etc.
I developed a training plan for middle managers in home office
Implement Dashboards for monitoring and compliance with KPIs

Identify possible issues in the customer service and attention processes of the different MVO's
Ensure CC service levels.
Measurement and control of the churn rate, Identifying the root cause of the main reasons for migration.
NPS measurement and control.

Customer Service and Attention
I restructured the ATC (multichannel) processes.
Collaborate on strategy for better CSAT and NPS.
Support in the implementation and design of the decision tree for the ATC Bot.
Design the strategy to optimize the expense of discount coupons for compensation.
Collaborate with internal areas to reduce Churn rate and Chargeback.
Work together with the logistics and restaurants area to improve the user experience and reduce service incidents.

Support the strategy to improve the Customer Contact Experience with the Omnichannel project.
-I established SLA's with internal areas.
-Prepare Forecast and staffing.
ATC and Multichannel Sales: Voice, email, Social Networks, WhatsApp
SUBURBIA: Back Office processes for the issuance of TDC
Manage In Bound areas:
-e-commerce / Fulfillment
-Credit - Cardholder Support - Cross Sell / Cardholder Retention
-Logistics - Resolution of delivery incidents

Insurance Sales / TDC.
Manage the On The Job Training Program.
Segmentation and dialing strategy for predictive/progressive dialer.
Presentation of results to Management and Clients.

Manage the commercial part / Implement BPO processes for Insurance sales campaigns.
-Develop strategies and segmentation of Databases.
-Monitor Predictive/Progressive dialer usage
-Analysis and presentation of results to the client.
Ensure compliance with Commercial and Operational KPIs established by the client.