Carlos Alvarez de la Cadena Togno

Critic
DISC Type : C

Director de Atención y Soporte a Clientes at BanBajío

León, Guanajuato, Mexico

Overview

Carlos is the Director of Customer Service and Support at BanBajío, with over 30 years of experience leading high-performance teams and 23 years in the Customer Experience industry. An Electrical Mechanical Engineer from Universidad Anahuac, he is described as a strategic, results-oriented, and effective leader.

Outside his corporate role, Carlos is passionate about entrepreneurship, working to transform leaders and help businesses grow. He shows a keen interest in emerging technologies by engaging with industry partners like Cisco to learn about the latest innovations in AI and CX.

Under his leadership, BanBajíos Contact Center team won national awards for its sales strategy for five consecutive years (2019-2023).

Personality Overview

Critic

Negotiator

Information Seeker

Unless the value is proven by data, they are unlikely to value fancy features.  It is very likely that they will negotiate pricing or other important terms. They prefer to do logical analysis and value evidence over emotions.

Topics They Care About

Customer Experience
Has dedicated over 23 years of his career to the Contact Center and Customer Experience industry, leading operations at a major bank since 2009.
Entrepreneurial Growth
He is passionate about transforming leaders and helping entrepreneurs turn their ideas into reality, focusing on clear, long-term growth strategies and profitability.
AI in Customer Service
Actively learns about the latest innovations in AI and CX by engaging with technology partners like Cisco, showing an interest in adopting new technologies for support.

Media Appearances

Carlos has no verified media appearances

Work History

9-2024
Director de Atención y Soporte a Clientes at BanBajío
12-2021 - 9-2024
Director Centro de Contacto at BanBajío
11-2015 - 12-2021
Subdirector Call Center at BanBajío
3-2009 - 11-2015
Gerente Ejecutivo Call Center at BanBajío
10-2008 - 2-2009
Marketing Specialist - Market Intelligence at Alestra

Education

2013 - 2014
Master from CEB
2011 - 2011
Business & Forecasting Certificate from CELOGIS - Centro Ejecutivo de Logística

More Information

Social Presence :

Prographics :

Exp : 22 Location : León, Guanajuato, Mexico Job Level : Mid-senior Designation : Director de Atención y Soporte a Clientes at BanBajío
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Insights For Selling To Carlos

During A Call Or A Meeting

DO's

  • Keep some extra margin while sharing pricing, they are likely to negotiate later
  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.
  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories

DONT's

  • Don’t try too hard to build a relationship with them
  • Avoid phrases like ‘trust me’, ‘others just love’ etc.
  • Don't give superficial answers, they are easily rattled by them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carlos is

  • Strong evidence of ROI, effective pricing, and proven data points matter the most to them.
  • Will you ever get a clear answer from Carlos

  • It is not very hard for them to say no if they are not convinced about the decision.

Insights For Deal Planning

    How fast (or slow) will Carlos move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Carlos take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Carlos

Personality Compatibility


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