Member of the Administration Councils of: Ventureme, Mibusinessplan.com, Lets Chat & Talk, HUF Consultores and Hello Cit (Hello Cloud It), in the latter as president of the Board of Directors, has led the company to create custom technological solutions for contact centers, data centers, banks, insurers, federal government.
The commercial offer promoted by Juan José in Hello Cit includes cloud, artificial intelligence and virtualization, where in the hands of the main manufacturers and leaders of the IT sector supports the Mexican market, offering not only a technology inventory, if not solutions according to the needs and markets of each company that meets. Convinced that technology is a facilitator, but in turn, a living part of our current society.
Juan José Félix Calles has established himself as a reference to understand the evolution of Business Process Outsourcing (BPO) and the client experience (CX). His career is a point of reference on how to transform massive operations into competitive advantages, not only through intuition, but with a meticulously designed strategy, based on an experience and tenacity of 28 years of execution.
In its vast trajectory it has led great projects, with more than 4,000 collaborators in the region, reaching record figures of more than $ 36 million, which represented an operational growth of 300%. Without neglecting the humanistic issue that characterizes it and being unstoppable promoter of the customer experience and the well-being of the collaborators-something that represents the essence of Félix Calles is that he does not see the force of workers as employees, he always uses the term collaborators. As a result of its formula, the Net Promoter Score (NPS) raised 40% and the operation obtained the recognition “Great Place to Work”, demonstrating that organizational culture is the catalyst of sustained growth.
Before becoming a reference of high business performance, Juan José was already recognized as an efficiency architect. At the head of technology companies, it achieved the unthinkable: reduce the operational cost by more than 50%. It was not just savings, it was a total reengineering of processes that catapulted his unit to the world top 10, according to metagroup. This project marked a before and after in the standards of technological efficiency in Mexico.
His next chapter raised the bet: as founder of HUF Consultores, he consolidated his profile as first level strategist. His vision – affected by international studies and a domain of finance and operations – was key in the transformation of a Banco Employment. For the consolidation of the bank’s contact center, he commanded the construction of the critical infrastructure, its safety and redundancy processes in turned off the standards issued by the CNVB, achieving certification by this regulatory entity.
Since 2006, his role as judge of the National Prize of the Mexican Institute of Teleservices (IMT) goes beyond evaluating excellence: helps define it. It is a reference that marks towards the professionalization of the sector.
