Mariano Orozco Acuña
Lic. Administración De Empresas
Tijuana
Summary
Dynamic and results-driven Customer Experience and Operations Manager with over 20 years of experience leading teams and driving key initiatives in the Ride Sharing and Contact center industries. Proven track record of launching and scaling large programs like the DiDi Gurú initiative across multiple countries, improving new driver retention by 15%, and aligning operations with strategic business goals. Adept at managing cross-functional teams, developing performance metrics, and fostering a culture of continuous improvement. Looking to leverage extensive expertise in team leadership, program development, and operational excellence in a challenging CX/Operations leadership role.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
CX & Relationship Manager
DiDi
1 2023 - 9 2024
- Spearheaded launch and implementation of DiDi Gurú Program across México, Colombia, and Argentina
- Led selection, training, and development of candidates, ensuring alignment with business goals
- Managed 10,000+ new drivers (under 7 days on the app), focusing on retention and performance enhancement
- Set and monitored weekly performance goals for Gurús and New Drivers, achieving significant improvements in trips and supply hours against control groups
- Developed action plans to address underperforming Gurús, improving overall program efficiency
- Coordinated BPO team efforts, aligning them with goals of the Gurú Program
- Supported Engagement and CX Teams for improved service levels (SSL).
Driver Center Manager
DiDi
01.2019 - 01.2023
- Developed and implemented strategies to enhance the performance of agents and supervisors, focusing on continuous improvement
- Launched and led the Loyalty & Engagement Program in México, Colombia, and across Latin America, driving significant growth in driver retention
- Coordinated new construction projects and managed operational payments across multiple Latin American regions
- Supervised regional support services for DiDi offices in 35 cities across Mexico, ensuring alignment with company objectives
- Established key metrics (BVI/KPI) to monitor and improve the performance of teams, leading to consistent target achievement.
Operations Manager
Grupo Telvista
01.2003 - 01.2019
- Directed 150 agents and 10 supervisors, leading efforts to exceed client contractual metrics
- Created and implemented performance scorecards and incentive programs to drive agent and supervisor development
- Conducted QBR/ABR presentations, providing strategic insights to clients and fostering long-term partnerships
- Coordinated team-building events and developed motivational initiatives, resulting in improved team engagement and performance.
Operations Supervisor
Grupo Telvista
01.2002 - 01.2003
- Led a team focused on achieving key performance indicators (KPIs), providing coaching and feedback to improve agent development and service levels.
Education
Lic. En Administración De Empresas - Administración
UNIVER
Tijuana, Baja California 01.2005 - 05.2009
Skills
Program Development & Implementation: Expert in designing and rolling out large-scale programs like the DiDi Gurú initiative, improving driver engagement and performance
Team Leadership & Development: Strong leadership skills with a focus on coaching and mentoring team leads, supervisors, and agents to meet and exceed KPIs
Customer Experience (CX) Strategy: Proven ability to enhance customer satisfaction by optimizing processes and implementing feedback loops for continuous improvement
Performance Metrics & KPIs: Adept at setting, tracking, and analyzing KPIs, with a strong focus on actionable insights to drive team performance
Cross-functional Collaboration: Experience working across departments like Engagement, CX, and Operations to align business goals and achieve operational efficiency
Complementarytrainings
- Leadership, Dale Carnegie Tijuana
- Desarrollo de Habilidades Gerenciales, Grupo Forma, Tijuana
- Diplomado de Talento Gerencial, Tecnológico de Monterrey, Tijuana
Languages
English
Advanced (C1)
Timeline
Driver Center Manager
DiDi
01.2019 - 01.2023
Lic. En Administración De Empresas - Administración
UNIVER
01.2005 - 05.2009
Operations Manager
Grupo Telvista
01.2003 - 01.2019
Operations Supervisor
Grupo Telvista
01.2002 - 01.2003
CX & Relationship Manager
DiDi
1 2023 - 9 2024
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