Alan Manuel Estrada Castañeda Alan Manuel
Nogales
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
9
9
years of professional experience
Work History
Supervisor
Real Outsourcing
06.2024 - 11.2025
- Streamlined workflow procedures, resulting in improved efficiency across departments.
- Coordinated scheduling and resource allocation to meet production demands effectively.
- Analyzed performance metrics to identify areas for process enhancement and cost reduction.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
Team Leader
Teleperformance
05.2023 - 05.2024
- Implemented process improvements that increased efficiency and reduced response times.
- Developed training programs that improved onboarding experience for new employees.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
Phone Operator
Teleperformance
05.2022 - 05.2023
- Pleasantly greeted all callers and asked how to be of assistance.
- Resolved billing discrepancies for customers by carefully reviewing account details and applying necessary adjustments when needed.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
Sales Representative
OneStar
03.2020 - 04.2021
- Collaborated with marketing team to align promotional strategies with sales objectives.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Built relationships with customers and community to promote long term business growth.
- Set and achieved company defined sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Phone Operator
RDI Marketing
01.2017 - 02.2020
- Assisted in resolving customer inquiries and complaints efficiently, improving service quality.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Provided timely and accurate information to callers, resulting in increased customer trust and loyalty.
Education
High School Diploma -
Juan Escutia
Nogales, Sonora, MexicoSkills
- Employee motivation
- Staff discipline
- Processes and procedures
- Conflict resolution
- Verbal and written communication
- Coaching and mentoring
- Problem-solving
- Multitasking
- Time management
- Effective communication
- Active listening
- Team collaboration
- Team leadership
Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Timeline
Supervisor
Real Outsourcing
06.2024 - 11.2025
Team Leader
Teleperformance
05.2023 - 05.2024
Phone Operator
Teleperformance
05.2022 - 05.2023
Sales Representative
OneStar
03.2020 - 04.2021
Phone Operator
RDI Marketing
01.2017 - 02.2020
High School Diploma -
Juan Escutia