Dedicated professional with over 5 years of experience in retail, customer service, and operations supervision. Adept at team management, KPI improvement, and cash processes, with a strong commitment to excellence.
Proven ability to lead teams effectively, fostering collaboration and achieving operational goals.
Skilled in addressing customer inquiries, resolving issues, and ensuring a positive experience.
Experienced in managing cash transactions, reconciliations, and financial reporting in retail settings.
Focused on optimizing workflows and KPIs to enhance team productivity and service quality.
Operadora Futurama S.A. de C.V. (Alsuper)
Managed cash handling, Customer service (handling general inquiries and store information)
Sam’s Club
Managed cash handling and accounting procedures, including withdrawals, replenishments, and balancing., Supervised staff and ensured the proper execution of processes across checkout lines, the membership desk, member services, and the administrative office., Generated reports on membership sales and monitored store productivity (KPIs and metrics) and sales strategies., Maintained oversight of administrative, operational, and internal reporting., Provided customer service, handling inquiries regarding general store information, memberships, and products., Developed strategies to streamline operations and improve overall efficiency.
Hispanic Teleservices de Guadalajara, S.A. de C.V. (Teleperformance México)
Focused on driving KPI growth (SQI, AHT, Disconnect, Billable, Attrition, Shrinkage, etc.), as well as ensuring the improvement and consistency of metrics for my assigned team., Provided bilingual customer service (English/Spanish) regarding vehicle rentals for major U.S. and Canada insurance companies (including State Farm, GEICO, USAA, AllState, Mercury Insurance, and Kemper Insurance), while handling general inquiries and client information., Managed personnel and generated administrative reports on metric trends, following up on strategies to streamline operational processes., Monitored productivity and staff development, conducting coaching sessions and providing support to optimize call handling efficiency.
Civil Engineering
Manufacturing Technologies Engineering
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Contactum Contact Center
Handled billing clarifications and executed administrative processes, including address changes (relocation of service), consolidated billing, balance adjustments, service cancellations, plan migrations, and activation of third-party services., Resolved general client inquiries and provided detailed account information., Managed the contracting and activation of new telephone lines for both residential and commercial clients., Monitored and followed up on service orders, including new contracts, modem replacements, plan changes, internal wiring issues, line cancellations, and address changes., Implemented retention strategies to prevent customer churn (cancellation) by offering tailored promotions, billing credits (bonuses), lower-cost plan alternatives (downgrades), and temporary service suspensions.
Vanguardia Satelital Chihuahua
Operadora Futurama S.A. de C.V. (Alsuper)
Stocked and faced products within the assigned area, ensuring proper maintenance, organization, and visual presentation., Supervised the assigned stockroom (backroom), overseeing inventory arrangement and organization., Executed daily price changes and updates, consistently verifying the accuracy of labels displayed on the sales floor.
Sam's Club
Provide information of memberships and different active offers to renew or request a new membership., Generation of reports about sells of memberships, surveys and others., Customer service in general.
Sam's Club
Managed cash handling and accounting procedures, including withdrawals, replenishments, and balancing., Generation of reports, policies and others., Managed intern system information and tools.
