Federico Mesa

Federico Mesa

About

Detail

C-Level Leadership | Digital Transformation | CX Innovation | Scalable Growth | Business Development | Bilingual (EN/ES) | Colombia – Open to Global Remote Role
Bogotá, Colombia
Contact Federico regarding: 
work
Full-time jobs
Starting at USD145k/year
Flexible work
Starting at USD75/hour
groups
Networking

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 34% verified
  • T
    Customer Service Manager public Remote experience
    T&S Roofing Systems
    Feb 2023 - Aug 2025 (2 years 7 months)
    Como Customer Service Manager en T&S Roofing Systems, escalé el servicio al cliente para gestionar más de 1,000 llamadas mensuales y 300 citas, implementando automatización de flujos de trabajo para aumentar la eficiencia. Reduje proyectos de alto riesgo en un 94% (de 53 a 3) mediante sistemas de alerta temprana y nuevos protocolos de escalación. Colaboré estrechamente con los equipos de Ventas y Marketing, mejorando la distribución de leads y aumentando las tasas de conversión y la cobertura de mercado. Aumenté las reseñas en Google en un 63% (de 613 a más de 1,000) y las calificaciones de 4.6 a 4.8, fortaleciendo la equidad de la marca. Introduje paneles de control de KPI en tiempo real, permitiendo a la dirección rastrear CSAT, TTR y NPS
  • M
    Director of Operations, Customer Experience & Business Development verified_user Verified experience
    M8 Group
    Apr 2020 - Dec 2022 (2 years 9 months)
    As Director of Operations, Customer Experience & Business Development at M8 Group, I enhanced CRM workflows and escalation protocols, significantly boosting agent productivity and cutting response times. I designed retention campaigns that reduced churn and proactively lifted customer satisfaction (CSAT) by +16 points. My efforts led to a reduction of average handling time (AHT) by 30 seconds per call through coaching and knowledge base integration, driving higher first call resolution (FCR) and net promoter score (NPS). I successfully cleared a backlog of over 400 cases per quarter using AI-driven routing and prioritization. Additionally, I rolled out behavior-based selling training, which increased upsell conversion and recurring revenue.
  • I
    Chief Executive Officer (CEO) | Business Development & Operations Manager
    International Rental Services & Sales S.A.
    Jul 2007 - Jan 2020 (12 years 7 months)
    As Chief Executive Officer (CEO) and Business Development & Operations Manager, I successfully delivered 6% YoY revenue growth across Colombia & LATAM through market expansion, strategic pricing models, and digital-first go-to-market strategies. I increased market share by 5% via regional business development, brand repositioning, and customer experience (CX) enhancements. Additionally, I boosted Customer Lifetime Value by 18% by implementing customer success programs, cross-sell and upsell initiatives, and digital service delivery improvements that increased retention and reduced churn. I directed enterprise-wide CX and digital transformation strategy, leveraging workflow automation, KPI dashboards, advanced analytics, and omnichannel serv
Education verified_user 0% verified
  • S
    Sandler Training – Leadership Management Program
    Jan 2025 - Current (1 year 5 months)
  • S
    Sandler Training – Strategic Customer Care
    Jan 2024
  • B
    BSc
    Jan 2002 - Jun 2008 (6 years 6 months)