Josue Berlanga is a Sr. Director who works with Walmart de Mexico at eCommerce division. He has been on different roles but today he leads almost all the customer related issues for eCommerce: Payments methods and Frauds, Control Desk, Customer Service, Phone Sales, CRM and his new created area Customer Experience, who has been a great asset on not only fix whatever got broken on the process but also defining our Customer Journeys and assuring we are fixing the paint points from roots.
Josue started his career as a customer services executive at the same time he kept studying collage, he got expertise on every position, from training, supervisor, human resources, quality assurance and after 8 years on the same company decided he needed new challenges so he moved to a brand new contact center with new and good technology but lacking processes and operating procedures, so he implemented Quality, Training and Supporting Areas and cutting the gap between operations and QA.
Josue is graduated from Universidad Autonoma de Nuevo Leon and has a bachelor’s degree on Engineering on Electronics and Communications, he had the opportunity of learning customer services not from Mexico standards but from major international companies, like Pagemart/Weblink Wireless a paging company, Sprint PCS, and AT&T Wireless, where he understood the difference between good service and an excellent service and understanding engagement and loyalty.
Check out the incredible speaker line-up to see who will be joining Josue .