Alejandra Rosas González
Bacherlor's Degree In The English Language
Monterrey,Nuevo Leon
Summary
I consider myself a responsible person with the ability to work effectively as a part of a team and individually. I’m motivated to improve my customer service and tech skills and grow professionally, fulfilling the goals and objectives of the company.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
POS Support Center Tier 2 Specialist
Invenco
Monterrey
10.2024 - Current
- Provided on-call support for critical issues related to Point of Sale system and Dispenser on convenience stores (Costco, 7-eleven, Chevron, Phillips 66, etc)
- Collaborated with sales and TAC department to provide the best solution for the customer
- Managed customer inquiries, service requests, and dispatching technicians for hardware repairs.
- Used CRM platforms to document cases, track service requests and maintain communication with clients.
- Assisted the site with programming their manager workstation and cashier workstation
- Troubleshooted dispensers, point of sales and express lanes
- Assisted technician with programming and activating the dispenser
Trainer IV
Conduent SA de CV
Monterrey
08.2021 - 08.2024
- Trained and mentored around 20 to 25 new hires for each class, resulting in stronger staff development and increased productivity
- Provided one-on-one mentoring to help individuals reach their full potential within the organization
- Evaluated the effectiveness of training initiatives by tracking specialists progress and gathering feedback for continuous improvement
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Bilingual Agent (Tech Support and Customer Service)
TELEPERFORMANCE
Monterrey
01.2021 - 08.2021
- I worked in customer service in English for the company Comcast SMB in the USA
- My main job was: Solve any doubts the customers had regarding their bill
- Assist them with payment
- Worked in the Tech Support department of Internet, Telephone and Cable
- Did basic troubleshooting for the customers and scheduled appointments with the technicians
- Increased client retention rate by providing exceptional customer service and going through the best options that benefited their business
English Teacher
B&C ENGLISH INSTITUTE
Tampico
01.2020 - 12.2020
- Give English class to small groups of students between the ages of 15 to 50
- Make oral and written tests to evaluate the students
English Teacher
INSTITUTO WINSTON CHURCHILL
Tampico
01.2019 - 12.2019
- Developed innovative lesson plans to engage students in English language learning
- Prepared and implemented lesson plans covering required course topics
- Assessed student progress and provided feedback to improve performance and establish academic success
- Improved classroom management by implementing consistent routines and clear expectations for behavior
Receptionist
SAC/UAT
Tampico
01.2018 - 08.2018
- Organize documents, elaborate inventory of the books in the library, customer service for students, make reports, supervise the students on the site, give extra material to the students, do paperwork, and answer the phone whenever necessary
Education
Bachelor’s Degree - English Language
Universidad Autónoma of Tamaulipas
Tampico, Tamaulipas 01.2015 - 01.2018
Skills
- New Hire Training
- Team collaboration
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
Certification
People Management Fundamental Program (Certified Conduent People Leader)
Timeline
POS Support Center Tier 2 Specialist
Invenco
10.2024 - Current
People Management Fundamental Program (Certified Conduent People Leader)
02-2024
Trainer IV
Conduent SA de CV
08.2021 - 08.2024
Bilingual Agent (Tech Support and Customer Service)
TELEPERFORMANCE
01.2021 - 08.2021
English Teacher
B&C ENGLISH INSTITUTE
01.2020 - 12.2020
English Teacher
INSTITUTO WINSTON CHURCHILL
01.2019 - 12.2019
Receptionist
SAC/UAT
01.2018 - 08.2018
Bachelor’s Degree - English Language
Universidad Autónoma of Tamaulipas
01.2015 - 01.2018
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