Juan Pablo Orta Amador linkedin.com/in/juan-pablo-orta-amador
■ Career history: Client Service Coordinator, Mercer, Mexico
Customer Service Manager – North America, Flint Group, Mexico Collateral Services Supervisor, Element Fleet Management, Mexico Collateral Services Team Lead, Element Fleet Management, Mexico ■ Education highlights: MBA, Warwick Business School, UK BBA, International Business, ITESM, Mexico ■ Nationality: Mexican ■ Languages:
Spanish (native) English (fluent) German (intermediate) ■ Career achievements:
Successfully transitioned 40 customer care positions during a 1.5-year period from the US to Mexico with no operational or customer satisfaction disruptions. Fostered a proactive and positive work environment that kept attrition below 10% during the transition, allowing a smooth client hand-off from US to Mexico customer care specialists. Implemented a strategy driven by data analytics, process automisation and establishing priority communication channels for high-risk clients during a six-month hiring freeze where a nine- person team had three vacant positions. This strategy resulted in zero client losses and maintained operational efficiency metrics of 80% (5% above target). Implemented an automisation system that increased first-touch resolution by 20% for client inquiry cases by gathering client data and identifying the most common customer pain-points. This implementation was standardised across operational teams, resulting in lower workload and increased customer satisfaction.
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