Mario Quintanilla Contreras

Mario Quintanilla Contreras has a strong background in customer experience and engagement. Mario is currently working as the Senior Director of Customer Experience at Merama, where they are responsible for implementing industry best practices and improving sales conversion and customer satisfaction. Prior to this, they held the role of Senior Director of Customer Engagement at moons, where they focused on achieving sales goals and creating a customer-centric culture. Mario has also served as a Director at Covalto and El Palacio de Hierro, as well as a Subdirector at Nacional Monte de Piedad. Mario has extensive experience in contact center workforce management and analytics, having worked as a Director and Manager at Herbalife and as an Analyst and Supervisor at GE Capital. Throughout their career, they have consistently focused on maximizing efficiencies and reducing operational costs while prioritizing customer and employee satisfaction.

Mario Quintanilla Contreras has a Master of Science (MS) degree in Applied Statistics from Tecnológico de Monterrey, which they obtained from 1999 to 2001. Prior to that, they completed their Bachelor's degree in Economics with an emphasis on International Finance from the same institution, studying from 1993 to 1998. In terms of additional certifications, Mario is certified as a Call Center Manager by BenchmarkPortal in 2012, trained in Automatic Call Distributor (ACD) and Workforce Management (WFM) Applications by Aspect Software in 2011, and completed a 100-hour DMAIC – Six Sigma training program and project with GE Capital in 2005.