Jorge Rodriguez Jiménez

Launched and scaled Customer Support and Experience Center, improving weekly resolution rate from 70% to 90%, cutting ticket backlog by 30% and reducing user onboarding time by 40% through CX tool and workflow optimizations.

Recruited and onboarded 50+ professionals across LATAM and the U.S., achieving average tenure 50% above industry benchmarks and launching wellbeing systems that reduced HR escalations by 35% and improved team satisfaction by 25%.

Scaled HR operations as headcount grew from 15 to 45+, designed onboarding that reduced ramp-up time by 35%, and implemented wellness assessments (NOM-035) that boosted satisfaction by 20%.

Supported SMEs and startups designing scalable onboarding, SOPs, and engagement programs across retail, logistics, wellness and education, improving satisfaction metrics such as eNPS and NPS.

Led performance evaluation processes for 200+ developers, drove internal communication and cultural alignment initiatives with C-level leadership, and implemented process improvements across finance and HR.

Led people operations across retail units and trained over 300 employees in Northern Mexico on leadership, service, sales, and compliance to sustain operational excellence.

Supported entrepreneurs in business operations improvements and delivered training in innovation, HR practices, and coaching in business modeling, marketing, and budgeting for early-stage ventures.

Oversaw operations of four cinema complexes with 250+ staff, managing HR, finance, customer service and team development while maintaining low turnover and high service standards.

Completed the Harvard Business School Credential of Readiness (CORe) program in 2019.

Master in Innovation for Business Development from Tecnológico de Monterrey completed between 2016 and 2018.

Completed MIT u.lab: Leading from the Emerging Future program in 2016.

Completed a UC Berkeley Certificate in The Science of Happiness in 2015.

Completed the Harvard Certificate in Disruptive Strategy (Clayton Christensen) in 2014.

Bachelor in Business Administration (Marketing) from Tecnológico de Monterrey completed in 2014.