Open to opportunities

José Luis Mondragón Maya

@josluismondragnmaya

Message

Ambitious training director with over 10 years of experience.

Mexico

Message

What I'm looking for

I am looking for a role that values continuous improvement and employee development.

I am an ambitious and self-driven training expert with over 10 years of experience in enhancing performance within Sales and Customer Experience teams. My expertise lies in developing training and coaching programs rooted in data analysis, which has consistently led to high performance and exceptional results. I have a proven track record of leading large teams that exceed expectations, ensuring that I can deliver the best outcomes for your company.

In my current role as National Training Manager at HONOR, I have successfully created control reports that improved program compliance by 11.5% and implemented a new onboarding model that reduced ramp-up time from four weeks to just two. My commitment to continuous improvement is evident in the programs I have developed for Middle Management, which have increased employee belonging by 14%. My educational background in Customer Experience and Organizational Development further supports my ability to drive results through effective training and development.

Experience

Work history, roles, and key accomplishments

Current

National Training Manager

Current

HONOR

Jun 2024 - Present (11 months)

As National Training Manager, I created control reports for training management, improving program compliance by 11.5%. I implemented a new onboarding model, reducing ramp-up time from 4 weeks to 2 weeks, and developed a continuous improvement program for middle management, increasing employee belonging by 14%.

Data Analysis Onboarding Continuous Improvement Team Leadership Performance Metrics Employee Engagement

Customer Experience Supervisor

Nubank

Jan 2022 - Jun 2024 (2 years 5 months)

Managed a team of 10-18 Customer Experience Specialists, focusing on Chargeback operations. Developed soft and hard skills, created development plans based on data analysis, and implemented dashboards to track KPIs and OKRs using Excel, Looker Studio, and Grafana.

Team Management Customer Experience Data Analysis KPI Tracking Dashboards Training Development Soft Skills

Skill Performance Lead

Tesla / Beat

Oct 2020 - May 2021 (7 months)

Analyzed KPI and OKR development in the operations department. Restructured the bonus scheme for budget control and created training plans for leadership teams focusing on soft skills such as communication and effective coaching techniques.

KPI Analysis OKRs Soft Skills Performance Management Communication Skills

Operations Manager

Frontier Communications

May 2019 - Oct 2020 (1 year 5 months)

Led a customer care and sales area with over 100 FTEs. Developed coaching skills for leaders and coordinated action plans to improve employee satisfaction, achieving a 17% improvement in three months.

Operations Management Customer Care Sales Management Team Leadership

Senior Control Operations Agent

Tesla / Beat

May 2020 - Oct 2020 (5 months)

Led and developed a team of 20+ drivers, designed a nesting program for new hires, and developed workshops to enhance customer experience. Coordinated with stakeholders to implement action plans for improving customer satisfaction.

Team Leadership Performance Management Training Development Customer Experience Data Analysis Program Design

Education

Degrees, certifications, and relevant coursework

Universidad Latinoamericana

Supervisor Administration, Customer Experience

2021 - 2024

Activities and societies: Created dashboards to follow-up on Company's KPIs and OKRs using tools such as Excel, Looker Studio and Grafana.

Studied Customer Experience Supervisor Administration in charge of a team of 10-18 Customer Experience Specialists within the Chargeback area. Developed soft and hard skills on Customer Experience Specialists and created development plans based on raw data obtained from interactions.

Universidad del Valle de México

Diplomat, Organizational Development

2020 - 2020

Trained and implemented training plans to improve Customer Satisfaction. Implemented an objective and efficient measurement system to grade each employee in the Chargeback team.