Dedicated professional with over a decade of experience in customer service, operations management, and team leadership across diverse industries. Skilled in process optimization, client support, and team development.
Extensive experience supervising customer support teams, ensuring service excellence and operational efficiency.
Skilled in managing route operations, improving workflows, and ensuring punctuality and compliance.
Proven ability to lead, train, and evaluate teams to meet performance and quality standards.
Experience in analyzing reports and implementing best practices to optimize workflows.
Balfour & Co.
Supervised 30+ agents during regular season and up to 65 during peak season, overseeing order entry, phone support, refunds, and sales authorizations., Conducted annual performance reviews, developed training programs, and maintained direct communication with schools and national sales representatives., Collaborated with cross-functional departments to resolve escalated issues and ensure on-time delivery of customer orders.
TeleTech (SSI Integrales S. de R.L. de C.V.)
Supported Health Care Service Corporation (HCSC) members with inquiries regarding claims, benefits, deductibles, and provider networks., Processed claim adjustments and provided translation assistance for various HCSC services.
Línea 52 Norte S.A. de C.V.
Directed 6 Route Supervisors and managed 45 bus drivers, ensuring punctuality, efficiency, and route compliance., Improved operational workflows by introducing data-driven processes and internal communication protocols., Led recruitment, training, and performance management initiatives for transportation personnel.
Bachelor of Technical Studies
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Cadena Comercial OXXO S.A. de C.V.
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M.O. Lawncare Services
Managed a crew of six workers, ensuring timely service delivery and maintaining client satisfaction.
