Global Telesourcing
Luis Marcelo F. began their career in 2005 as a Research Assistant at ITESM. Luis Marcelo then worked as a Professor at ITESM and completed an internship at Microsoft in 2006. In 2010, they joined Geometrica de Mexico as a Senior Software Developer and worked as a Research Software Developer Engineer Lead at ITESM Campus Monterrey during the same year. From 2011 to 2018, Luis worked at The Kansas City Southern Railway Company, holding roles such as Senior Software Architecture Manager and Application Development, Architecture, and Support Senior Manager. In 2018, they joined Global Telesourcing as the Director of Software Development, and later became the Director of Information Technology in 2019. The details about the end dates for some roles are not provided.
Luis Marcelo F. completed their education at various institutions. Luis Marcelo pursued a PhD in Artificial Intelligence from Tecnológico de Monterrey from 2004 to 2008. Prior to that, they obtained a Bachelor of Science (B.Sc.) in Computer Engineering and a Master of Science (M.Sc.) in Computer Software Engineering from the University of Hartford.
In addition to their formal education, Luis Marcelo F. also attained a certification in CISO Leadership Community from Tecnológico de Monterrey in October 2021.
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Global Telesourcing
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Customer experience is the measure by which today’s brands are judged, and expectations are high. In most domestic markets, it’s difficult and expensive to scale high-quality customer contact solutions. Offshoring is an option, but language, accent and cultural disconnects can undermine customer relationships.