Luis Alfonso Carnero Tena

In my current role, I have successfully built the customer service framework from scratch, implementing key initiatives such as:

• Developed and introduced CSAT Scores and customer feedback surveys, driving improvements based on customer insights.
• Led a cross-functional team of 35 professionals, overseeing operations, customer service, marketing, and development.
• Established a review system for mainstream social media platforms, enhancing customer engagement and positioning the company for potential clients.
• Recruited, trained, and empowered employees to improve customer satisfaction metrics, resulting in higher customer loyalty and long-term success.

Co-founded a language institute in Chihuahua that became a premier provider of personalized English and French education. Key achievements:

• Designed a personalized learning methodology to cater to diverse learning curves.
• Led consultancy projects for top-tier companies, boosting business performance and client satisfaction.
• Streamlined operational processes for improved efficiency and cost reduction.
• Grew the customer base through targeted outreach and networking events.

In this role, I was responsible for ensuring that customer service operations met the highest standards of quality and satisfaction. My responsibilities included:

• Leadership: Point of contact for senior leadership, conducting calibration meetings with the CEO to align CS rep evaluations with company standards.
• Calibration: Ensured performance reviews remained consistent and met client expectations through regular calibration sessions.
• Staff Empowerment: Implemented strategies to train and grow CS staff, improving performance, and fostering career growth.
• Growth Initiatives: Introduced empowerment programs for CS reps, leading to higher employee satisfaction and retention.
• Data-Driven Improvements: Used CSAT scores and feedback to enhance customer service metrics and align with company goals.