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Luis Menendez

@luismenendez1

Operations and Customer Experience leader skilled in team management, process improvement, digital transformation, and operational excellence.

Guatemala

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What I'm looking for

Seeking a full-time remote leadership role in Operations Management, Customer Experience, or Service Delivery. Interested in leading teams, improving processes, driving digital transformation, and delivering operational excellence. Open to international opportunities, with a target compensation of USD 3,000/month, negotiable based on responsibilities and benefits.

I am an Operations and Customer Experience professional with an extensive background in team leadership, customer service management, process improvement, and digital transformation.

Throughout my career, I have led regional customer service operations at PriceSmart, managing teams across Central America, Colombia, and the Caribbean. My responsibilities included performance management, operational planning, service quality, and collaboration with different departments to improve customer experience.

One of my key strengths is identifying opportunities for improvement and turning them into practical solutions. I have successfully led initiatives to reduce response times, improve customer satisfaction, increase chatbot automation, and optimize team productivity.

I have also participated in the evaluation, implementation, and optimization of customer service platforms, developing workflows, reporting systems, operational procedures, and contingency plans to ensure service continuity.

Beyond my corporate experience, I have developed my own businesses, building strategic partnerships, negotiating with corporate clients, and expanding commercial opportunities.

I am particularly interested in Operations Management, Customer Experience, Customer Success Operations, and Digital Transformation roles. I enjoy leading teams, solving complex operational challenges, implementing technology, and developing strategies that deliver sustainable results.

I am currently seeking remote leadership opportunities where I can contribute my experience, continue growing professionally, and make a meaningful impact on business performance.

Experience

Work history, roles, and key accomplishments

Current

Commercial Manager

Current

Juegos Matemáticos / Vinart

Jun 2025 - Present (1 year 5 months)

Lead commercial strategy, business development, customer relationships, and operational coordination for two businesses focused on educational services and creative experiences.

Business Development Customer Relationship Management Commercial Strategy Operations Management Marketing Pricing Strategy Digital Tools Automation

Member Experience Team Supervisor

PriceSmart Guatemala

Jun 2018 - May 2025 (6 years 11 months)

Led regional customer experience operations supporting multiple countries. Supervised in-person and remote teams, managed KPIs, and implemented improvements to reduce handling times and increase efficiency.

Customer Experience Management Team Leadership Remote Team Management KPI Analysis Service Level Management Quality Assurance Process Improvement Multi Channel Customer Service Chatbot Automation Salesforce Gladly Domo Excel Lucidchart Trello

Payroll Loan Advisor

BAC Credomatic

Nov 2017 - May 2018 (6 months)

Provided financial advice to customers interested in payroll-based personal loans, explaining products and managing applications.

Financial Advisory Customer Service Loan Processing Document Management

Automotive Sales Advisor

Autos Suzuki de Centroamérica

Jan 2017 - Nov 2017 (10 months)

Advised customers throughout the vehicle purchasing process, managed sales opportunities, and coordinated with financing departments.

Sales Customer Relationship Management Negotiation Product Presentations

Sales Advisor

Servi-Restaurantes

Apr 2016 - Dec 2016 (8 months)

Managed commercial relationships and sales opportunities within an assigned geographical territory, developing customer relationships and supporting sales growth.

Sales Account Management Customer Relationship Management Territory Management

Business Executive

Banco Industrial

Dec 2014 - Feb 2016 (1 year 2 months)

Managed customer relationships and commercial activities related to automotive financing products, advising customers and managing applications.

Business Development Customer Relationship Management Financial Advisory Credit Processing

Customer Service Agent

Puma Energy Guatemala

Dec 2011 - Dec 2014 (3 years)

Managed customer service requests related to fuel orders, invoicing, and billing adjustments, coordinating with internal departments to resolve issues.

Customer Service Problem Solving Billing Operations Coordination