Carlos Cervantes

Critic
DISC Type : C

Quality & Customer Experience Director at AXA México

Benito Juárez, Mexico City, Mexico

Overview

Carlos is a Director of Quality & Customer Experience at AXA México, specializing in CX, QA, and continuous improvement. He is a certified Lean Six Sigma Black Belt with a proven history of guiding organizations through data-driven transformations. His expertise lies in optimizing end-to-end processes to enhance customer satisfaction and drive operational efficiency.

Based on his social media activity, Carlos appears passionate about social causes, particularly related to womens safety and empowerment. He actively shares content supporting the idea that being a woman should not be a risk, demonstrating a commitment to advocacy and social responsibility outside of his corporate role.

He has a proven record of delivering multi-million-euro value through data-driven transformation and scalable best practices.

Personality Overview

Negotiator

Critic

Precise

They don’t appreciate bells and whistles unless backed by data.  They are quite likely to negotiate on pricing or other key terms. They choose to analyze logically and value facts to emotions.

Topics They Care About

Customer Experience
His entire career is focused on optimizing client journeys and reducing customer effort, as seen in his roles at AXA and Teleperformance.
Process Optimization
As a certified Lean Six Sigma Black Belt, he focuses on improving processes to create simple and efficient customer experiences.
Women's Empowerment
His social feed consistently features posts supporting the "Ser mujer no debería ser un riesgo" (Being a woman shouldn't be a risk) campaign.

Media Appearances

Carlos has no verified media appearances

Work History

12-2024
Quality & Customer Experience Director at AXA México
4-2021 - 12-2024
Quality & Constant Improvement Director at Teleperformance
12-2019 - 4-2021
Sr. Customer Experience & QA Manager at Teleperformance
9-2018 - 12-2019
Senior Training and Quality Manager at Teleperformance
12-2016 - 9-2018
Sr. Training Manager at Teleperformance

Education

2015 - 2017
Grado en Ingeniería from Universidad del Valle de México
Pathway studies program from Brigham Young University

More Information

Social Presence :

Prographics :

Exp : 15 Location : Benito Juárez, Mexico City, Mexico Job Level : Mid-senior Designation : Quality & Customer Experience Director at AXA México
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Insights For Selling To Carlos

During A Call Or A Meeting

DO's

  • Be ready for penetrating questions and critical examination of your pitch
  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.
  • Be ready to answer many clarity-seeking questions and requests for information

DONT's

  • Don’t rush them till they have clearly gotten all the necessary information
  • Don’t try to give too many examples of other users, they like to make their own decisions
  • Do not use very emotional or colorful language

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carlos is

  • Proven ROI, pricing and objective proof points are the factors that sway their decision.
  • Will you ever get a clear answer from Carlos

  • They are comfortable saying no if they are convinced that it is the correct decision.

Insights For Deal Planning

    How fast (or slow) will Carlos move?

  • They are neither the fastest nor the slowest decision makers, they are somewhere in the middle.
  • Can Carlos take some risk or not?

  • They can bear some risk if their analysis backs the decision.

You And Carlos

Personality Compatibility


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