Hugo Silva

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Head of Customer Service

Ben Frank

Jul 2018 - Current (6 years 11 months)

•Oversee and optimize customer service operations across multiple business units and countries, including Mexico, Chile, and Colombia, to ensure alignment with global business metrics and strategic objectives. •Drive operational excellence by implementing best practices, process improvements, and performance metrics, resulting in increased efficiency, customer satisfaction, and cost-effectiveness. •Build and lead a high-performing customer service team, fostering a culture of accountability, collaboration, and continuous improvement, directly managing a team of 4 managers and provide leadership and guidance to over 40+ indirect reports. •Collaborate closely with cross-functional teams and leaders to identify opportunities for optimization a

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Onboarding Operations Manager

Postmates Inc

Nov 2017 - Jul 2018 (9 months)

Postmates launched its first international market in Mexico City on November 2017, it was great to be part of it. •Responsible for final steps in the pipeline for merchants to activate in Postmates platform: auditing storefronts, menus and all merchant info for them to operate. •Coordinating tablet and merchandising material deliveries to help new and existing merchants to increase their order volume •Providing first-level support, training, complaints resolution and retention at initial steps of activation •Collaborating with all the local and global areas in the company to increase client satisfaction, retention and growth indicators.

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Customer Service Manager

Rocket Internet SE

Jan 2014 - Nov 2017 (3 years 11 months)

Lamudi - www.lamudi.com.mx Online real estate classified website with presence in more than 30 countries in Asia, Africa, the Middle East and Latin America. •Responsible for leading a team of customer service agents to provide account management, first-level support, training, complaints resolution, retention and upselling for +650 accounts. •Directly responsible for the account management of Key Accounts and Franchises (Re/Max, Coldwell Banker, Century21 and others). •Successfully collaborated with all the local and global areas in the company to increase NPS, client satisfaction and retention indicators. •Increased customer retention by 40% and average ticket revenue by 35% •Special projects: Successfully Implemented Leadmax project in t

Head Teacher

Instituto Politécnico Nacional

Aug 2013 - Jan 2014 (6 months)

Head teacher of "Professional Youth Orientation I" for 7 groups at "CECyT número 8 Narciso Bassols".

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Trainer

ITOPS México SA de CV

Jan 2013 - Aug 2013 (8 months)

iTops Mexico – Mexico City Local distributor for small businesses apps and cloud tools such as: TPV en la nube - Cloud-based POS system - www.tpvenlanube.com Akrages – ERP/CRM - www.akrages.com Dr iCloud – specialized software for doctors and clinics - www.dricloud.com •Provided training to customers, suppliers and company personnel in the different products and services handled by the company. •Designed different workshops for improving different areas in the company: internal communication, customer service, sales, among others. •Successfully trained a 10-people team for the sales area.

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Sales Executive

Pezurbano

Mar 2012 - Nov 2012 (9 months)

• Sales agent responsible for closing food & beverages and health & beauty deals to offer to our customers • Successfully opened the Monterrey City operations as a virtual office from Mexico City.

Sales Executive

Groupalia

Apr 2011 - Mar 2012 (1 year)

•Sales agent responsible for closing food & beverages and health & beauty deals to offer to our customers •Successfully opened the Monterrey City operations as a virtual office from Mexico City.

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Specialized Agent in Crisis Intervention

SAPTEL CRM

Mar 2009 - Jun 2009 (4 months)

Telephone agent specialized in Crisis Intervention with "Red Cross SAPTEL Model". Co-worked with goverment's health department "Secretaría de Salud" to handle H1N1 Flu Virus (Swine Flu) in México.

Tech Support/Customer Service Specialist

Hussmann

Oct 2005 - Jan 2007 (1 year 4 months)

•Responsible for providing tech support and immediate assistance to users and clients. •Elaboration of service, parts and maintenance invoicing •Special project: 6m providing specialized support for Grupo Modelo

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Hugo's behavioral traits
Hugo's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.