02/07/22 – 20/06/2024

Alorica | qro.

CUSTOMER SERVICE MANAGER

• Provide follow-up and assistance to agents during their calls

• Provide weekly feedback to agents

• Develop plans for improvement in the metrics requested by the client

• Prepare monthly performance reports

• Prepare reports and raise tickets if necessary to resolve problems with IT tools

• Personnel management (20 people under my charge)

• Develop strategies and offers that can attract more customers

• Assist the customer in cases of escalation to try to resolve conflicts effectively

• Constant updating and knowledge of the product in general to guarantee a sales strategy

• Assist agents with any situation regarding their metrics to ensure a good work environment

19/04/22 – 31/07/22

Casas riscos queretaro | zakia, el marques qro.

WEB ADVISOR/EXECUTIVE

• Contact, profile and prequalify clients

• Carry out client registration

• Advise and provide information on the product of interest to the client

• Advise the client regarding their credits and types of financial analysis

• Provide the availability and location of the properties as well as conduct tours so that they know the development

• Comply with the applicable work provisions

• Follow up with clients as well as update the status of possible interests and try to provide them with the necessary attention to ensure a correct execution of sales

• Preparation of follow-up reports in relation to the client's level of interest

• Work as a team to achieve goals and objectives

• Elaboration of strategies and offers that can attract more clients

• Work with foreign clients using ENGLISH in a conversational way

• Compliance with internal work regulations, schedules and performance to meet internal objectives

• Use of programs and systems (databases)

• Experience with computer systems

• Close sales by phone

10/2021 – 03/2022

Teleperformance | Ciudad de México, CDMX

Bilingual Agent Representative

·         • Management and documentation of relevant information in the computer system.

·         • Efficient communication with clients to ensure adequate information about the company's services.

·         • Coordination with other departments of the company and worked closely with them.

·         • Customer service and advice in English.

·         • Accounting for invoices and reconciliation of bank transactions.

·         • Identification and anticipation of possible problems and needs to achieve greater efficiency and customer satisfaction.

·         • Proactivity and careful customer service to achieve the set objectives.

·         • Planning tasks and supporting other departments if necessary.

·         • Opening and closing the business, including the sale of packages and services for American clients.

·         • Search for solutions that guarantee customer satisfaction and at the same time are viable for the company.

·         • Compliance with applicable regulations in daily work.

·         • Performing repetitive tasks, maintaining concentration at all times.

·         • Implementation of strategies to promote the sale of all types of services to all customers who qualify for telecommunications and private security products.

02/2018 – 03/2020

Autofinanciamiento Monterrey | Ecatepec, MEX

Sales Executive

• Sales of packages, credits and vehicle units,

• Customer service, sale of mortgage loans (PAC) Telemarketing,

• Sales through social networks and direct contact with the client face to face, advice for the client and closing of sales.

• Participation in information sessions and meetings with potential clients.

• Negotiation of prices and closing of sales in person and online.

• Recovery of clients and resolution of incidents with maximum agility.

• Presentation of annual sales progress reports.

• Advice and negotiation with clients from the public sector

• Representation of the company at conventions and fairs.

• Study of the competition and market trends.

• Supervision of visual advertising at different points of sale according to the guidelines established by the company.

• Preparation of motivation plans for the sales team.

      08/2015 – 12/2017

Casas ARA  | Tlalnepantla, MEX

Sales Executive

• Development and implementation of the development plan taking into account the company's strategic plan.

• Continuous evaluation of the productivity and performance of the teams to ensure compliance with the objectives.

• Analysis of the tactical and operational processes and systems to identify critical points and introduce corrective actions.

• Assistance to the teams, guiding them to carry out their work in a more efficient manner.

• Effective use of the resources available in the company and search for external services for the convenience of customers.

• Identification of the weak aspects of the staff to take appropriate measures.

• Development and implementation of new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives.