Simera Professional Key (SPK)

Hector M

Mexico

LATAM Service Operations Manager & Customer Care Lead

$ 3,700/month

10+ yrs exp

Experienced executive with over 25 years leading service operations, customer care, and value-added projects in multinational companies. Expert in launching strategic initiatives, optimizing post-sales processes, and building high-performance teams across B2B, B2C, and omnichannel environments. Proven track record in cost savings, customer satisfaction improvement, and operational transformation across Mexico and Latin America.

Skills

  • Operations Manager
  • Effective communication and teamwork.
  • Account And Customer Success Management
  • Coaching and Mentoring
  • Certification in Leadership, Ability to Learn and Resilience
  • 3. Data Analysis & Reporting
  • 6. Problem Solving & Troubleshooting
  • Bilingual communication (Spanish–English) / Customer service & relationship management /
  • Analytical Decision-Making
  • Creative innovation

Hector M

Mexico

LATAM Service Operations Manager & Customer Care Lead

$ 3,700 /month

Part Time: $ 2,450/month

10+ yrs exp

Experienced executive with over 25 years leading service operations, customer care, and value-added projects in multinational companies. Expert in launching strategic initiatives, optimizing post-sales processes, and building high-performance teams across B2B, B2C, and omnichannel environments. Proven track record in cost savings, customer satisfaction improvement, and operational transformation across Mexico and Latin America.

Skills

  • Operations Manager
  • Effective communication and teamwork.
  • Account And Customer Success Management
  • Coaching and Mentoring
  • Certification in Leadership, Ability to Learn and Resilience
  • 3. Data Analysis & Reporting
  • 6. Problem Solving & Troubleshooting
  • Bilingual communication (Spanish–English) / Customer service & relationship management /
  • Analytical Decision-Making
  • Creative innovation

LATAM Service Operations Manager & Customer Care Lead

Xiaomi Software Mexico
August 2021 - October 2023

Designed and implemented Xiaomi ’s first global regional contact center. Coordinated technical support across 5 LATAM countries, standardizing processes and boosting NPS. Led strategic initiatives with AT&T and ELEKTRA. Managed repair networks and call centers, reducing operational costs. Built and mentored high-performance cross-functional teams.

Sales & Customer Success Manager

Totalplay Empresarial
June 2019 - June 2021

Developed strategic accounts with Forbes and Expansion-listed companies. Strengthened customer lifecycle management.

Post-Sales Director (Independent Consultant)

ZTE Corporation
December 2014 - June 2017

Reorganized technical and logistics teams. Led supplier bidding processes, avoiding penalties. Negotiated SLA improvements with Telcel and AT&T. Developed service/post-sales KPI dashboards and cost control strategies.

Service Operations & Customer Success Manager

Samsung Electronics
May 2013 - July 2014

Managed mobile post-sales operations and authorized service centers. Implemented front-end service model in Telcel stores. Negotiated KPI-based service channels.

Carrier Quality Program Manager

Research In Motion
February 2011 - June 2012

Oversaw quality compliance in regional programs. Implemented the first technical support center network (FrontEnd) in Latin America.

Service Channel Manager

Nokia Mexico
May 2007 - January 2011

Directed national service channel operations and optimization. Coordinated launch and operation of Nokia Music Store.

Smart Scores

Communication
90
Role Fit
90
Adaptability
70
Problem-solving
90

Smart Skills

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