Leonardo Alcantara Gomez
Customer Service Manager
Zapopan
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Future Electronics
10.2019 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Service Supervisor
Avnet
03.2014 - 09.2019
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Supply Chain Analyst
Avnet
09.2009 - 03.2014
- Utilized data analytics to identify and resolve supply chain issues and improve overall performance.
- Recognized supply chain risks and presented recommendations for risk mitigation.
- Ensured timely delivery of products to customers by closely monitoring order fulfillment processes and addressing any issues promptly.
Education
Master of Science - Engineering Technology
ITESO
Tlaquepaque, Jalisco, Mexico 05.2001 -
Skills
Customer Service
Complaint resolution
Customer Relationship Management (CRM)
Problem-Solving
Training and mentoring
Time Management
Staff Management
Project Management
Microsoft Outlook, Word, and Excel
Timeline
Customer Service Manager
Future Electronics
10.2019 - Current
Customer Service Supervisor
Avnet
03.2014 - 09.2019
Supply Chain Analyst
Avnet
09.2009 - 03.2014
Master of Science - Engineering Technology
ITESO
05.2001 -
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