Luis Lara

Experience

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  TTEC

  Apr 2008 - Jul 2014

  Service Delivery Manager

  Operations Manager for LATAM, overseeing up to 10 teams and 100 employees.• Led support and post-sale areas for one of the largest computer companies in the Latin American market (Hewlett Packard).• Enhanced the Voice of the Customer program for continuous survey analysis and the development of continuous improvement strategies.• Implemented and led follow-up and logistics areas, coordinating operations in over 15 countries.• Designed initiatives to enhance team skills, achieving alignment with strategic objectives. Show less

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  Revana - TTEC

  Mar 2014 - Nov 2021

  Business Intelligence advisor for directors and managers in marketing and sales strategies.• Through continuous data analysis, increased outbound sales conversion from 10% to 15% in 6 months.• Improved inbound campaign conversion from 20% to 32% in two quarters by analyzing sales team performance and designing incentive plans.• Collaborated in creating two sales teams in Mexico to serve the North American market for one of the leading cell phone companies (T-Mobile).• Coordinated the company-wide eNPS strategies and achieved an improvement from 42 to 58 in one year. Show less Led two sales projects for the Mexican market in one of the largest BPOs, designing sales processes, developing sales talent with a relational focus, managing budgets, and digital strategies.• Designed online sales processes with a conversion rate higher than the average of our competitors by 2 percentage points for one of the largest internet distributors in Mexico (Axtel).• Reduced project drop-off from 20% to 6% in one year by developing a Customer Success/Back Office area to ensure proper installation and follow-up of contracted services.• Implemented and led a sales pilot for 15 agencies of one of the leading automotive retail companies in the market (Ford).• Achieved an eNPS above 65 for three consecutive years through loyalty and incentive strategies for our team members. Show less

  • Strategic Marketing Manager

    Aug 2017 - Nov 2021

  • senior sales manager

    Mar 2014 - Aug 2017
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  Agrobioteg | Parque de Innovación

  Aug 2019 - May 2023

  Startup Mentor

  Mentor en modelado de negocio y evaluación financiera para emrpendedores de la industria de biotecnologias

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  Ttec

  Jun 2021 - Jul 2022

  Solutions Architect

  I designed technological and business solutions in a global BPO with 106 locations, collaborating with Finance, Technology, Human Resources, Legal, and Operations. I coordinated sales presentations, ensured contribution margins and value propositions, and assisted with contracts, job description definitions, and sales presentations to ensure successful implementations.

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  Kueski

  May 2022 - Sept 2024

  Sr Manager Customer Care B2B

  Creator and leader of the B2B customer service area, supervising 60 employees.• Designed and implemented B2B customer service areas, expanding the operation from 15 to 60 people in two years to adapt to the rapid growth of the market.• Led the Resolution Center (Support), Control Desk (Audit), Back Office (Payments and Refunds), and Sales Promotion.• Implemented the B2B Voice of the Customer program with satisfaction measurement instruments like CSAT, CES, and NPS.• Increased partner sales by 300% through a promotional program.• Reduced suspicious activities by 70% with the implementation of an audit area.• Achieved a record NPS of 73 for our partners instore in two years. Show less

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  Bright Inc

  Aug 2024 - now

  Head of Customer Care

  Director of Customer Success, Interconnections, Customer Support, and Operations & Maintenance at a leading solar energy company combining cutting-edge Silicon Valley technology and capital with top-tier talent from Mexico to drive sustainable energy solutions