Carlos Mancilla

Questioner
DISC Type : c

Customer Service & Operations Manager at AXA

Querétaro, Mexico

Overview

Carlos is an empathetic Customer Service and Operations Manager at AXA, with a background in process improvement and leadership at companies like Ria Money Transfer and Eaton. He is a graduate of Escuela Bancaria y Comercial and focuses on enhancing service levels and building strong team relationships.

He is a vocal proponent for improving business culture and customer satisfaction, having shared articles on the benefits of implementing diagrams to achieve these goals.

Personality Overview

Value Seeker

Cautious & Analytical

Not Easily Convinced

They are more likely than others to negotiate on pricing and terms.  While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters. They generally do not appreciate an overfriendly approach and prefer to stay to-the-point.

Topics They Care About

Customer Experience
His role and posts show a clear focus on improving service levels and creating satisfied customers, using hashtags like #CulturaCX.
Process Improvement
A core skill listed in his previous roles, demonstrating his focus on enhancing operational efficiency and managing organizational change.
Corporate Culture
He shares content about the importance of business culture (#culturaempresarial) as a driver for improving customer service and team performance.

Media Appearances

Carlos has no verified media appearances

Work History

1-2024
Customer Service & Operations Manager at AXA
8-2023 - 1-2024
Order Processing Manager at Ria Money Transfer
11-2019 - 3-2023
Sr. Account Coordinator at Eaton
6-2017 - 11-2019
Account Coordinator at Eaton
2-2016 - 2-2017
Commercial Coordinator at Angus Rope

Education

2010 - 2015
Bachelor's degree from Escuela Bancaria y Comercial

More Information

Social Presence :

Prographics :

Exp : 9 Location : Querétaro, Mexico Job Level : Middle Designation : Customer Service & Operations Manager at AXA
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Insights For Selling To Carlos

During A Call Or A Meeting

DO's

  • Back up any claims with data and numbers
  • Keep some extra margin in hand as they will likely negotiate the pricing
  • If you have a lower priced product compared to the competition, call out the same

DONT's

  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t overhype the product/pitch, keep it measured
  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carlos is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Carlos

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Carlos move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Carlos take some risk or not?

  • If they believe that they have analyzed the situation well, they can take a little risk.

You And Carlos

Personality Compatibility


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