Luis M. in

Luis M.

Sharpshooter · DISC type CD
Contact Center Manager at Banco Bancrea
📍 San Pedro Garza García, Nuevo León, Mexico

Luis is a Customer Experience and Digital Operations Leader with an engineering degree from Tecnológico de Monterrey. He specializes in transforming complex service environments with cloud technology, AI, and automation. Colleagues describe him as analytical, results-oriented, and a strong team player with an expert understanding of CX operations.

He once shared an in-depth article about the valuable lessons learned from an omnichannel strategy project, highlighting his focus on growth from all experiences.

Read the full overview →
Experience
12 Years
Current Role
Contact Center Manager
Job Level
Middle
Location
San Pedro Garza García, Nuevo León, Mexico
Personality Overview

How Luis shows up

Rigorous & Demanding
ROI Driven
Fast But Analytical

They take a lot of pride in personal achievements. They prefer to be the ones controlling the conversation or defining the terms. They like to move fast and expect the same from others.

Priorities

Topics Luis cares about

Omnichannel Architecture
He identifies as an "Omnichannel Architect" and has led the design of cloud-based omnichannel contact centers using modern MACH-based architecture (Microservices, API-first, Cloud, Headless).
CX Transformation
His entire career is focused on transforming customer service operations across digital and voice channels to improve satisfaction, boost KPIs, and increase efficiency.
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Career

Work history

7-2025
Contact Center Manager
Banco Bancrea
1-2024 - 10-2024
Contact Center & Digital Operations Director
FarmaValue
8-2019 - 1-2024
Customer Experience & Call Center Director
Farmacias del Ahorro
4-2018 - 7-2019
Performance Excellence Director
Sykes Enterprises, Incorporated
11-2011 - 6-2017
Customer Service Operations Manager
Samsung Electronics Mexico
In the press

Media appearances

No media yetWe could not find public media appearances for this person.
Education
1998 - 2000
MATI
Tecnológico de Monterrey
1990 - 1995
Bachelor
Tecnológico de Monterrey
Social presence
in
Behavioral profile

DISC profile (public)

C

Calculativeness (C)

Calculativeness (C) reflects the degree to which a person is likely to be cautious, systematic and analytical. Those scoring high tend to emphasise quality and accuracy.

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