Alfonso Heredia

Responsible for defining and leading the Customer Experience Back Office and Digital Transformation strategy to provide a digitalized and automated world class support to customers using MIT payment solutions improving service effectiveness decreasing operation al costs reducing friction, and increasing the overall customer satisfaction

Led the Contact Center Back Office LOB, managing the strategy and business development of multi channel outsourcing solutions for corporations within different industries.

Responsible for defining and executing MIT sales and marketing strategy to commercialize products and solutions that allow companies to consolidate, automate and manage their payments needs according to their business strategy.

Responsible for RCI Latin America’s Marketing strategy across all business units, providing executive direction to B2C B2B Marketing, e Commerce, Publications, Corporate Communications and social media.

Responsible for the development and execution of Member Sales and Marketing strategies within a multichannel operation, maximizing productivity, increasing profitability and ensuring revenue growth on an ongoing basis. This position provided strategic direction to Member Marketing, eCommerce, Publications, Contact Center and Travel operations, ensuring an effective implementation of the company’s business plans in line with its global strategic direction.

Responsible for RCI South Africa business operations, providing strategic direction to Contact Center Sales Operations, Marketing, RCI Travel, Customer Service, Inventory Procurement, Product Development, IT and Back Office Operation.

Responsible for sales and operation of all products and services offered by RCI to their members, affiliated resorts and business partners through specialized Contact Centers in Latin America, South Africa, India, Singapore Australia.

Responsible for Sales and operation of all products and services offered by RCI to their members, affiliated resort s and business partners through specialized Contact Centers in South America.

Responsible for the operation, design and implementation of multi channel contact centers outsourcing operations that supported CRM strategies for large corporations, including Customer Acquisition, Customer Care and Technical Support.

Responsible of Back office operations: CDA and TDA processes, Check Clearing, Vault Operation, Clarifications Conciliations, Electronic Banking Services, Help Desk and Customer Service Call Center Operations

Responsible for the integration, automation and operation of Banamex Customer Service Call Centers including Telemarketing, Customer Information Support, Claims, Branch Help Desk and Credit Collection.