Sergio M. currently serves as the Director of Client Services at Experian, where he leads the My Customer Experience (MCE) Client Services team. In this pivotal role, he is responsible for ensuring the success of all end-user consumer call center operations within the Experian Partner...
Sergio M. currently serves as the Director of Client Services at Experian, where he leads the My Customer Experience (MCE) Client Services team. In this pivotal role, he is responsible for ensuring the success of all end-user consumer call center operations within the Experian Partner Services (EPS) MCE portfolio. Sergio's expertise in contact center strategy and customer service excellence enables him to drive high performance and deliver world-class results. He adeptly collaborates with cross-functional teams across Experian Consumer Services (ECS), EPS, and MCE, fostering strong partnerships that enhance service delivery and client satisfaction.
Under Sergio's leadership, the MCE team has implemented strategic initiatives that not only streamline operations but also elevate the customer experience. His strong analytical skills and business acumen allow him to identify opportunities for improvement, ensuring that the team remains agile and responsive to evolving client needs. Sergio is known for his ability to build and reinvent teams, cultivating a culture of teamwork and accountability that empowers employees to excel. His bilingual capabilities further enhance communication with diverse client bases, reinforcing Experian's commitment to inclusivity and exceptional service.
Key projects led by Sergio include the optimization of call center workflows and the introduction of innovative training programs designed to enhance team performance. His focus on executive relationships and enterprise accounts has resulted in strengthened partnerships and increased client retention. With a proven track record in project management and strategic planning, Sergio M. continues to be a driving force in delivering exceptional client services at Experian, positioning the organization as a leader in the consumer services industry.
