Sergio Solano
Mendoza & Buenos Aires ,M
Summary
Over 15 years of experience in CX, BPO, journey mapping, CRM, and strategy development to deliver the best experiences. Experienced in hiring, leading, and developing teams across various countries, markets, and industries. Passionate about creating innovative solutions for regional and global markets, whether B2B or B2C.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Operations Manager
ASF Software
03.2024 - Current
Delivery Manager
ASF Software
07.2020 - 03.2024
- Developed procedural setups and guidelines to establish a successful delivery process.
- Oversaw teams throughout various stages of project delivery, including staff supervision.
- Managed customer feedback and implemented necessary changes to meet expectations.
- Ensured revenue generation across all projects.
- Acted as a liaison between different teams to build partnerships and develop solutions.
QA & Customer Experience Director
wearenovae
06.2018 - 06.2019
- Led CX strategy for Visa product implementation targeting Fintech in Central America and the Caribbean.
Customer Support Manager - Global Growth Organization - South Latam
Thomson Reuters
12.2016 - 06.2018
- Managed regional operations with Customer Service and Help Desk teams (L1 and L2) for various group products, including quality and training functions within the structure.
Regional Manager, Benchmark, Innovation, and New Projects
Despegar.com
04.2015 - 12.2016
- Oversaw outsourced Customer Service operations in Colombia and Brazil (Multiskill, Multilingual, 24/7)
- Executed and monitored outsourcing projects, including provider selection, pricing, coordination, and strategy definition
- Developed business cases and implemented new regional projects
- Researched and analyzed global trends in technologies and customer satisfaction alternatives, presented proposals, and managed project development.
Head of Technical Operations
Europ Assistance
10.2013 - 03.2015
- Managed Technical Operations for travel assistance, vehicular, home, claims, concierge, and back-office services for various client companies, operating 24/7/365, addressing specific account requirements.
Head of Customer Service South America
LetsBonus.com
02.2012 - 09.2013
- Ensured required service levels across different channels (email, mail, social media) and business lines through strategic planning and dimensioning of regional centers
- Developed and implemented processes and tools to achieve objectives.
Call Center Manager - Bilocation
AXA
12.2010 - 02.2012
- Implemented and managed a 24/7 support operation, increasing managed skills, received volume, and staff growth
- Required daily interaction and planning integrating Buenos Aires and Barcelona platforms.
Senior Fraud Prevention Supervisor / Customer Service Supervisor
MercadoLibre.com
09.2006 - 12.2010
- Managed a structure of 4 teams, including Team Leaders and representatives, overseeing operations in 11 countries year-round
- Conducted security tasks in user control, verification, and follow-up.
Supervisor - TKS
Teletech
06.2000 - 09.2006
- Joined as an agent and later became a Team Leader at the America Online customer service center
- Transitioned to Operations Support Center (OSC), providing cross-support and leading a team.
Customer Service Representative
Telecom Argentina
08.1999 - 12.2000
- Commercial advisor for service #112, also conducted campaigns for Arnet (Internet) and Personal (mobile phone).
Education
Specialization in Call Center Management, Contact Center Management -
Universidad de Belgrano
01.2010
Multimedia Systems -
Universidad de Belgrano
01.2003
Communication Sciences -
Universidad de Buenos Aires
01.2000
Skills
- Project Delivery
- Technical Support
- Customer Service Management
- Teams Leadership
Certification
- Agile Coach Professional Certification – Institute for Agility & Innovation
- Professional Certification in Personal Data Protection Online - Pontificia Universidad Javeriana, Colombia
- Certificate in Risk Management for Development Projects - Banco Interamericano de Desarrollo
- Personal Data Governance in the Digital Age - Pontificia Universidad Javeriana, Colombia
- Certificate in Personal Data Protection in the Digital Age - Pontificia Universidad Javeriana, Colombia
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Upper intermediate
B2
Chinese
Intermediate
B1
Timeline
Service Operations Manager
ASF Software
03.2024 - Current
Delivery Manager
ASF Software
07.2020 - 03.2024
QA & Customer Experience Director
wearenovae
06.2018 - 06.2019
Customer Support Manager - Global Growth Organization - South Latam
Thomson Reuters
12.2016 - 06.2018
Regional Manager, Benchmark, Innovation, and New Projects
Despegar.com
04.2015 - 12.2016
Head of Technical Operations
Europ Assistance
10.2013 - 03.2015
Head of Customer Service South America
LetsBonus.com
02.2012 - 09.2013
Call Center Manager - Bilocation
AXA
12.2010 - 02.2012
Senior Fraud Prevention Supervisor / Customer Service Supervisor
MercadoLibre.com
09.2006 - 12.2010
Supervisor - TKS
Teletech
06.2000 - 09.2006
Customer Service Representative
Telecom Argentina
08.1999 - 12.2000
Specialization in Call Center Management, Contact Center Management -
Universidad de Belgrano
Multimedia Systems -
Universidad de Belgrano
Communication Sciences -
Universidad de Buenos Aires
- Agile Coach Professional Certification – Institute for Agility & Innovation
- Professional Certification in Personal Data Protection Online - Pontificia Universidad Javeriana, Colombia
- Certificate in Risk Management for Development Projects - Banco Interamericano de Desarrollo
- Personal Data Governance in the Digital Age - Pontificia Universidad Javeriana, Colombia
- Certificate in Personal Data Protection in the Digital Age - Pontificia Universidad Javeriana, Colombia
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