Luis Nuño

Results-driven professional with strong experience in team leadership, customer service, and operations management. Proven ability to manage bilingual teams, monitor performance metrics, and deliver high-quality customer experiences. Skilled in coaching, conflict resolution, and KPI-driven environments, with a solid background in call center operations and client-facing roles.

Assistant Store Manager at Nespresso (2025-04 – 2026-04)

• Managed daily commercial operations, ensuring alignment with sales targets and business KPIs
• Exceeded monthly sales targets by 15–20%, optimizing product mix and sales strategies
• Increased average ticket by 33%, improving profitability and sales efficiency
• Monitored sales performance, inventory rotation, and product displacement
• Supported demand planning and stock control to ensure product availability
• Analyzed sales trends to identify business opportunities and improve performance

Business Development Manager at DiDi Food (2023-06 – 2025-03)

• Led a team of 6 Business Development Specialists, overseeing account performance and execution.
• Conducted regular visits to partner restaurants to ensure quality standards, pricing accuracy, and promotional alignment.
• Monitored key performance metrics such as sales, visibility, and conversion rates.
• Built and maintained strong client relationships, resolving issues and improving partner satisfaction.
• Identified growth opportunities and implemented strategies to optimize platform performance.

Regional Supervisor at Sony Playstation (2017-12 – 2023-01)

• Managed a team of 6 brand promoters across multiple states (Jalisco, Sonora, and Colima).
• Oversaw operations in 40+ points of sale, ensuring brand standards and customer experience excellence.
• Trained sales teams on product knowledge, customer engagement, and sales techniques.
• Implemented visual merchandising strategies, including POP materials and in-store displays.
• Supported conflict resolution and assisted in closing sales with high-value or challenging customers.

Team Supervisor at Teleperformance (2015-02 – 2020-05)

• Supervised a team of 10+ bilingual agents handling billing inquiries for a U.S.-based cable company.
• Managed schedules, attendance, and daily team performance.
• Monitored KPIs such as AHT (Average Handle Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution).
• Delivered ongoing coaching and training sessions to improve agent performance and service quality.
• Handled escalations and complex customer issues with a focus on resolution and customer retention.

Master's Degree in Marketing & International Business – Wellington School of Business and Government

Bachelor's Degree in Business Administration – Wellington School of Business and Government