Francisco Javier Higuera Gómez
Contact Center Engineer Iii @Herbalife
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WORK HISTORY
Contact Center Engineer Iii @Herbalife
Genesys administrator for Americas, the GCCT team provides support and development for the contact center and is part of the worldwide operation for Herbalife.
EDUCATION
Universidad de Guadalajara
Bachelor's Degree
ABOUT FRANCISCO JAVIER HIGUERA GÓMEZ
With over 21 years of experience in the contact center industry, I have cultivated a distinguished career on both ends front (Business) and backend (Technology administrator) My competencies include the strategic implementation of multichannel contact solutions, the integration of information technologies, management of electronic media and social networks, as well as the execution of Net Promoter Score (NPS) and Customer Journey advocate. In my previous role as Service Manager, I led diverse teams with a strong focus on meeting key performance indicators (KPIs) and delivering superior technical support. I possess extensive expertise in operational metrics, having designed and refined workflows to continuously improve the customer experience. Furthermore, I have successfully managed remote teams, demonstrating exemplary leadership and adaptability within virtual working environments. Fluent in Spanish and English, I am adept at communicating effectively across multicultural customer, clients and colleagues.
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