Luis I.
Senior Customer Success Specialist
Open to offersNew to PlatformAbout
Luis I. is a skilled Customer Success Specialist and Acting Team Supervisor with over 7 years of experience in driving customer satisfaction and retention across the hospitality, travel, and financial services industries. Based in the Mexico City Metropolitan Area, he has demonstrated expertise in leading teams of up to 16 employees and coaching them to enhance performance. He is adept at managing customer escalations, building relationships, and ensuring operational excellence. A certified professional in Project Management and Risk Management, Luis is also equipped with ongoing studies in International Business and Google Data Analytics. His bilingual skills in English and Spanish, along with more than 14 years of freelance translation experience, enable him to support effective communication across various international markets. As a Vacation Guide and Acting Team Supervisor at Marriott Vacations Worldwide and RCI, he was pivotal in delivering exceptional customer experiences and meeting service level goals. Luis's diverse background, including his role as an Architect & Project Coordinator at Orcasa Construcciones, highlights his strong cross-functional collaboration and project coordination skills.
Experience
Vacation Guide / Acting Team Supervisor
Marriott Vacations Worldwide · 2024 — PresentDeliver exceptional customer experiences for vacation ownership members while managing customer relationships and identifying travel solutions that meet specific client needs. Act as Acting Supervisor, supporting a team of 12–16 Vacation Guides by conducting one-on-one coaching sessions and performance reviews, monitoring call quality, and ensuring compliance with operational standards. Facilitate team meetings and training sessions aimed at enhancing performance metrics and assist leadership in maintaining service levels and customer satisfaction goals.Vacation Guide / Acting Team Supervisor
RCI (Resort Condominiums International) · 2021 — 2024Support members in booking and optimizing their vacation experiences and develop long-term relationships through consultative service. Temporarily supervise teams of 12–16 employees, conducting coaching sessions, call reviews, and implementing performance improvement initiatives. Collaborate with management to enhance team productivity and customer satisfaction.Customer Support & Dispute Specialist
Teleperformance – Chime Bank · 2018 — 2021Assist customers with account verification as well as banking support, investigating complex disputes and transaction-related issues. Work closely with multiple departments to guarantee timely resolution of issues and improve customer trust through accurate and compliant communication. Develop expertise in conflict resolution and customer advocacy.Architect & Project Coordinator
Orcasa Construcciones · 2011 — 2015Coordinate multiple construction projects simultaneously, managing schedules, resources, contractors, and project timelines. Oversee the execution of various roofing projects and develop strong skills in project management, planning, and stakeholder communication.Freelance Translator & Language Specialist
null · 2012 — PresentProvide professional translation services from English to Spanish and vice versa, catering to clients from various industries. Translate business documents, customer communications, marketing materials, contracts, training resources, and technical content, ensuring linguistic accuracy and cultural adaptation. Manage multiple projects to meet strict deadlines and uphold quality standards while collaborating directly with clients to understand their requirements for customized language solutions.
Skills & Expertise
Education
- Bachelor's Degree in Architecture EngineeringInstituto Politecnico Nacional (IPN)
Interested in this professional?
Sign in as an employer to save this profile or invite Luis I. to a job.
Sign in as an employer