Luis M.

Sharpshooter
DISC Type : CD

Contact Center Manager at Banco Bancrea

San Pedro Garza García, Nuevo León, Mexico

Overview

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.

Personality Overview

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.

Topics They Care 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.
Data-Driven Operations
He holds a certification in Data Analytics and has created Power BI dashboards to drive operational decisions and track trends in past roles.

Media Appearances

Luis has no verified media appearances

Work History

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

Education

1998 - 2000
MATI from Tecnológico de Monterrey
1990 - 1995
Bachelor from Tecnológico de Monterrey

More Information

Social Presence :

Prographics :

Exp : 12 Location : San Pedro Garza García, Nuevo León, Mexico Job Level : Middle Designation : Contact Center Manager at Banco Bancrea
URL has been copied!

Insights For Selling To Luis

During A Call Or A Meeting

DO's

  • Refer to testimonials from well-known industry leaders
  • Objectively showcase the impact that your product creates
  • Make sure that you circle back fast on any action items, it wins their trust

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Don't try too hard to forge relationships with them
  • Do not hesitate from asking counter questions, just avoid challenging their authority

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Luis is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Luis

  • If they are not convinced, they will say no without any hesitation.

Insights For Deal Planning

    How fast (or slow) will Luis move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Luis take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Luis

Personality Compatibility


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