Carmen Martínez Juárez

Critic
DISC Type : C

Director Experiencia del cliente- Cultura centrada en el cliente at Grupo Financiero Banorte

Toluca, México, Mexico

Overview

As Director of Customer Experience at Grupo Financiero Banorte, Carmen leverages over 20 years in the financial sector to foster a customer-centric culture. She specializes in large-scale transformations and is a certified CEM Expert with a degree in Business Administration.

She led a team that received a prestigious award from the President of Mexico, recognizing them as a national example of exceptional teamwork.

Personality Overview

ROI Driven

Precise

Negotiator

They like to take decisions independently and do not seek others' support often.  They prefer to analyze logically and value objective facts over emotions. They don’t appreciate bells and whistles unless backed by data.

Topics They Care About

Customer-Centric Culture
Her role is dedicated to embedding a customer-first culture through new service models, recognition programs, and developing employee competencies.
Process Improvement
Has deep experience leading over 200 improvement groups focused on critical processes that directly impact the customer's perception of service.
High-Performance Teams
Led multiple teams to national forums, with one earning a presidential award for demonstrating excellence in collaborative work.

Media Appearances

Carmen has no verified media appearances

Work History

6-2021
Director Experiencia del cliente- Cultura centrada en el cliente at Grupo Financiero Banorte
10-2015 - 8-2021
Sub-director Experiencia del Cliente /Cultura centrada en el cliente at Grupo Financiero Banorte
10-2014 - 8-2021
Consultor de metodologias para la mejora continua de procesos, productos y servicios at Autónomo
11-1997 - 10-2009
Gerente de servicios de atención al cliente at HSBC

Education

Lic. en Administración de empresas from Universidad Mexiquense
Certificación CEM Expert from IZO

More Information

Social Presence :

Prographics :

Exp : 23 Location : Toluca, México, Mexico Job Level : Mid-senior Designation : Director Experiencia del cliente- Cultura centrada en el cliente at Grupo Financiero Banorte
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Insights For Selling To Carmen

During A Call Or A Meeting

DO's

  • Don’t forget to mention how you compare to competition on both features and pricing
  • Leverage facts and figures wherever possible; use percentages, numbers etc.
  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.

DONT's

  • Make extra effort to not seem pushy or confrontational
  • Avoid pushing them too much to involve other stakeholders unless it is critical
  • Don’t try to give too many examples of other users, they like to make their own decisions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carmen is

  • Proof of ROI, low pricing and objective proof points are the important factors for them.
  • Will you ever get a clear answer from Carmen

  • They do not mind saying no if they believe that it is the right decision.

Insights For Deal Planning

    How fast (or slow) will Carmen move?

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

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

You And Carmen

Personality Compatibility


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