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Francisco Javier Meza Ortega's avatar

Francisco Javier Meza Ortega

Playa del Carmen, Quintana Roo, Mexico

Customer Service & Project Management with 10+ years in Hospitality and Aviation

  • Led customer service teams across multiple organizations, improving customer experience and team performance
  • Managed and trained large teams, including up to 50 staff, ensuring quality service standards
  • Achieved key operational metrics such as KPIs, customer satisfaction, and quality standards
Customer Service
Advanced
Applied customer engagement strategies and team leadership to enhance client satisfaction.
Project Management
Intermediate
Led home and hospitality-related projects, coordinating teams to meet service goals.
Quality Assurance
Advanced
Conducted audits and drafted standards to maintain quality in aviation and hospitality operations.
Team Leadership
Advanced
Supervised, trained, and motivated large teams to improve performance and customer satisfaction.
Process Optimization
Intermediate
Streamlined customer service processes and quality reviews to enhance operational efficiency.
Feb 2024
Membership Services Manager
The Fives Epic Travelers
Keep the members active and provide them with full details of their new membership, Improve hotel revenue with members that are not active keeping their attention, Lead the E-concierge team, Motive the team with support and leadership to improve Customer Service and provide them with training.
July 2022 - Feb 2024
Membership Services Manager
Legendary Vacation Club
Lead the Customer Service team of the Vacation Club, Guide the agents to achieve the company goals of the Hard Rock Hotels brand in Mexico, Improve areas of opportunity in each member interaction (chat, email, and telephone) to have an excellent customer experience, Quality review of all channels handled by the Contact Center.
FEB 2022 - Jun 2022
Project Manager
Porch
Assign a handyman to the previous request made by the customer to complete home improvements.
FEB 2019 - Jan 2022
Core services Manager
Marriot Intl
Achieve the company ́s kpis (aht, conversion, productivity) with my team of 30 associates, Providing them with effective feedback so the final customer gets the service the company want on every call.
FEB 2016 - NOV 2018
Customer Service Supervisor
AEROMEXICO
Give feedback at the beginning of each shift, Be a guide for the team I was assigned, Provide feedback provided by customer ́s in some situations, Listen to customer complaints and coordinate agents to avoid plane delays.
July 2012 - Feb 2016
Customer Service Inplant
AEROMEXICO
Lead a 50-person team including Supervisors and Agents, Increase Customer Satisfaction using training and motivation, Provide results to the Customer Service Director and the Call Center Manager.
September 2010 - July 2012
Quality Assurance Agent
AEROMEXICO
Ensure that my company’s quality standards are consistently maintained by conducting audits, Draft quality standards, Advise management on ways to improve operations.
🎓
Salt lake community College
Private pilot
Completed 2004
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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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