Michel San German
People-first leader in operations, transformation, and business growth across LATAM
Mexico City, MX
Full time
On-site/Hybrid/Remote
Senior executive with over 17 years of experience in full-scope P&L leadership roles in fintech, mobility, fleet management, and telecommunications. Has...
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My Career Journey
1/5
Element Fleet Management
VP of Client Experience
Jan 2025 - Present | 1y 6m
Mexico City, MX
Redesigned end-to-end enterprise client servicing across CX, Operations, Implementation, and Driver Support. Developed SPoC model with board-level KPIs and drove AI-enabled automation. Reported to executive...
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Kueski
Sr. Director, Customer Experience & Operations
Jan 2023 - Jan 2025 | 2y
Mexico City, MX
Full P&L for B2B/B2C support, collections, and fraud. Led teams of 280+; delivered a 12-month turnaround: dropped abandonment from 70% to 5%, raised SLA from 17% to 87%, improved CSAT from 23% to 73%,...
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DiDi Chuxing
Sr. Manager, CX Special Services & Fintech LATAM
Jan 2021 - Jan 2023 | 2y
Mexico City, MX
Established CX and Financial Services across Spanish-speaking LatAm. Led distributed teams in 6 countries, achieving market balance improvements and 15% ride volume growth in 7 months; reduced contact...
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DiDi Chuxing
Manager, Business Improvement & CX Operations
Jan 2020 - Jan 2021 | 1y
Mexico City, MX
Built multidisciplinary teams to redesign customer journey, resulting in improved loyalty, satisfaction, and operational efficiency across Mexico.
Elara Comunicaciones
Strategic Planning & Commercial Exec. Manager (8 Progressing Roles)
Jan 2008 - Jan 2020 | 12y
Mexico City, MX
Created and executed recovery plans during Chapter 11 with VCs, redesigned GTM strategy, led financial modeling and direct VC engagement, integrated cross-functional teams, implemented Salesforce to increase...
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Education
Univ. Iberoamericana
MBA, Business Administration
2017
Univ. Iberoamericana
B.Sc. Industrial Engineering
2012
Certifications & Qualifications
Key Account Management
Quality Training2016
Project Management
iTera IT Institute2014
Personnel Management
OCLUA2014
Language(s) I speak
Spanish
Fluent
English
Fluent