ALBERTO MENDOZA RODRIGUEZ
BOSQUES DEL LAGO,MEX
Summary
Professional with solid experience in call centers, skilled in problem-solving and results-oriented, with a strong passion for delivering hight-quality service.
Overview
24
24
years of professional experience
Work History
Sub Director De Experiencia al Cliente
RedPack By Traxión
01.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Established departmental performance goals and provided feedback for underperforming areas.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Optimized operational processes using analytics tools to address client-specific metrics.
- Trained and guided team members to maintain high productivity and performance metrics.
Senior Manager Customer Experience LAC
Federal Express Holdings México Y Cia SNC De CV
06.2018 - 12.2023
- Lead and manage a high qualified team of excellence focus on delight internal and external customers
- Manage inbound contact center to support MX and LAC FedEx markets with an outstanding service level and abandoned rate.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Customer Service Manager for Automotive Vertical
Federal Express Holdings México y Cia SNC de CV
06.2016 - 05.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Responsible of the Automotive Vertical, IPFS Outbound
Customer Service Manager (Call Center)
Federal Express Holdings México y Cia SNC de CV
06.2012 - 05.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Quality Specialist
Federal Express Holdings México y Cia SNC de CV
06.2006 - 06.2012
- Develop and keep track of the KPI for the call center organization
- Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
- Played a key role in achieving ISO certification by preparing necessary documentation and facilitating successful audits.
- Supported the integration process between Multipack and FedEx Call Centers.
Center Scheduling Coordinator
Federal Express Holdings México y Cia SNC de CV
06.2005 - 05.2006
- Support Customer Service with the implementation of WFM and Network Scheduling
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Ensure proper training of Management and strictly adherence to WFM standards
- Support Customer Service Reps in any kind of issue with their systems
- Ensure Service Level goal by having the correct staffing
- Develop and maintain BUERC and MEXRC Schedules.
Customer Care Representative
Federal Express Holdings México y Cia SNC de CV
06.2004 - 05.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Trace Agent for TD
Federal Express Holdings México y Cia SNC de CV
06.2002 - 05.2004
- Navigated challenging situations with tact and diplomacy, ensuring effective resolution of even the most complex trace cases.
- Increased success rates in locating assets by utilizing advanced investigative techniques and tools.
Customer Service Representative
Federal Express Holdings México y Cia SNC de CV
05.2001 - 06.2002
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Intern
Federal Express Holdings México y Cia SNC de CV
10.2000 - 04.2001
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Telephone Representative
Excellence Operator Service
- Supported customers with any kind of issue related to prepaid calling cards.
Education
Degree in Quality and Productivity -
Universidad Tecnológica De México
Atizapan, México, MexicoBachelor’s Degree in Business Administration -
Universidad Tecnológica De Mexico
Atizapan, México, Mexico12.2003
Skills
- Problem Resolution
- Drive for Results
- Build Effective Teams
- Staff Management
- Customer Focus
- Ethic and Values
Language Scores - T O E I C
820 points
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Special Awards
- 2020 Senior Manager Leadership Award
- 2020 Five Star Award
- 2019 Senior Manager Leadership Award
- 2016 Customer Service Manager of the Year Award
- FY06.- Mexico Central America Andean and South Caribbean Region For Outstanding Support in contribution to the customer experience team
- FY06.- Work Force Management Implementation of LAC And Network Scheduling
- FY04.- DIA Accelerate TD process for Customer Service
- FY04.- MEXRC In appreciation for your Outstanding Contribution to the Mexico Customer Service Department
- FY04.- MEXRC For Outstanding Contribution to the Development of MEXRC Web Page
Special Education
- Quality Driven Management (ABLE)
Timeline
Sub Director De Experiencia al Cliente
RedPack By Traxión
01.2024 - Current
Senior Manager Customer Experience LAC
Federal Express Holdings México Y Cia SNC De CV
06.2018 - 12.2023
Customer Service Manager for Automotive Vertical
Federal Express Holdings México y Cia SNC de CV
06.2016 - 05.2018
Customer Service Manager (Call Center)
Federal Express Holdings México y Cia SNC de CV
06.2012 - 05.2016
Quality Specialist
Federal Express Holdings México y Cia SNC de CV
06.2006 - 06.2012
Center Scheduling Coordinator
Federal Express Holdings México y Cia SNC de CV
06.2005 - 05.2006
Customer Care Representative
Federal Express Holdings México y Cia SNC de CV
06.2004 - 05.2005
Trace Agent for TD
Federal Express Holdings México y Cia SNC de CV
06.2002 - 05.2004
Customer Service Representative
Federal Express Holdings México y Cia SNC de CV
05.2001 - 06.2002
Intern
Federal Express Holdings México y Cia SNC de CV
10.2000 - 04.2001
Telephone Representative
Excellence Operator Service
Degree in Quality and Productivity -
Universidad Tecnológica De México
Bachelor’s Degree in Business Administration -
Universidad Tecnológica De Mexico
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