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Luis Hernandez Lopez
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Customer Experience & Operations Leader
Mexico City, Mexico
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Customer Experience & Operations Manager / Independent ConsultantIndependent ConsultingJun 2025 - Current (1 year 3 months)• Provide contract operations leadership for short-term customer service, telemarketing, and outbound sales campaigns, converting service and commercial KPIs into staffing, coaching, and process actions. • Build management operating systems - scorecards, daily huddles, weekly business reviews, QA calibration, one-on-ones, and performance-improvement plans - to strengthen accountability and service consistency.- Customer Service Supervisor - Contract WorkerOwner.comJun 2025 - Dec 2025 (7 months)• Led daily performance for 15 support agents on a dedicated Owner.com engagement, using interaction reviews and targeted coaching to raise QA to approximately 95% and customer retention by about 18%. • Standardized escalation paths, support documentation, and cross-functional feedback loops, reducing repeat contacts by an estimated 15% and improving visibility into customer and product issues.
- Escalations & Operations Supervisor / Chat Operations Supervisor / SME / Customer Support AgentCelebrity CruisesMay 2022 - May 2025 (3 years 1 month)• Earned three promotions in 20 months - from Customer Support Agent to SME, Chat Operations Supervisor, and Escalations & Operations Supervisor - based on performance, judgment, and leadership readiness. • Co-led a 32-agent escalations operation with one peer supervisor; governed case severity, ownership, SLAs, service recovery, and backlog, reducing resolution time by approximately 24% and open backlog by 20%. • Designed the 10-agent chat team's operating model from the ground up, including roles, workflows, staffing and concurrency rules, escalation paths, and KPI scorecards spanning QA, CSAT, NPS, FCR, AHT, response time, conversion, and revenue. • Improved chat response time by about 22% while stabilizing QA near 94% and CSAT near 90%
- SupervisorQualfonJan 2020 - Dec 2021 (2 years)• Led a six-agent sales and service team through daily huddles, call reviews, one-on-one coaching, goal setting, and corrective action, improving sales target attainment by an estimated 15%. • Raised quality performance to approximately 92% and maintained schedule adherence near 95% by combining QA findings, attendance trends, and productivity data into individualized action plans. • Built recurring Excel reports covering attendance, sales, quality, and productivity; used weekly trend reviews to surface risks and recommend operational adjustments.
- Team Lead / Supervisor / Customer Service & Sales AgentAT&TJan 2018 - Dec 2019 (2 years)• Promoted from phone agent to Team Lead / Supervisor within four months, assuming daily leadership for 10 customer service and sales representatives. • Delivered real-time floor support, handled escalations, monitored productivity and quality, and coached representatives on customer resolution, sales behaviors, and adherence. • Ranked as a top performer for five consecutive months while maintaining perfect attendance and helping the team improve productivity by approximately 12%.
- TFloorwalker / Customer Service AgentToptelMay 2015 - Dec 2017 (2 years 8 months)• Promoted to Floorwalker after six months, marking the start of a progressive leadership career in telecommunications and customer operations. • Supported a government passport-processing campaign and two outbound cold-calling and sales campaigns, adapting quickly to distinct scripts, compliance requirements, systems, and performance targets. • Provided real-time coaching, escalation assistance, onboarding support, and call-flow guidance that helped improve team QA by approximately 10 percentage points and reduce AHT by about 8%.
- IStore Operations AssistantIndependent BookstoreJan 2012 - Dec 2013 (2 years)Supported cashier operations, book registration and inventory, purchasing, storage, logistics, merchandising, and day-to-day store upkeep.