Alejandro Corral
Customer Experience Specialist
Merida
Summary
Dynamic professional with a proven track record at Explora Communications, excelling in client relationship management and quality assurance. Demonstrated leadership in training and coaching agents, enhancing service standards. Skilled in complaint handling and maintaining composure under pressure, ensuring high customer satisfaction and operational efficiency. Along with a variety of systems that I've worked with such as SalesForce, Service Titan, Startel, Infinity and CallShaper.
Overview
5
5
years of professional experience
Work History
Telephone Answering Service Agent
Dedicated People LLC
11.2024 - Current
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
Account Manager Supervisor
Explora Communications
09.2022 - 11.2024
- Developed strong relationships with clients, leading to increased repeat business.
- Conducted Quality Assurance (Q/A) evaluations by reviewing calls, providing feedback, and ensuring agents met performance standards.
- Delivered hands-on training and onboarding for new agents, ensuring readiness and adherence to service protocols.
- Monitored live agent interactions through shadowing to maintain high service quality and reinforce best practices.
- Managed agent scheduling logistics, including oversight of connection times, break adherence, and time-off/vacation requests.
- Collaborated with supervisors to identify performance gaps and implemented targeted coaching sessions.
Office Manager
Servicios Y Suministros Industriales Del Sureste
08.2020 - 12.2021
- Oversaw daily operations across key departments including Billing, Sales, and Purchasing, ensuring seamless coordination and workflow.
- Managed supplier relationships and monitored stock levels, orders, and deliveries to maintain efficient inventory control.
- Supervised procurement processes, including vendor negotiations and timely purchasing of goods and services.
- Administered employee payroll, ensuring timely and accurate payments in compliance with internal policies.
- Prepared and organized accounting records, reconciling financial data and ensuring accuracy before submission to external accountants.
Education
High School Diploma -
Eloisa Patron De Rosado
Merida, Yucatan 05.2001 -
Skills
Excellent communication and leadership
Timeline
Telephone Answering Service Agent
Dedicated People LLC
11.2024 - Current
Account Manager Supervisor
Explora Communications
09.2022 - 11.2024
Office Manager
Servicios Y Suministros Industriales Del Sureste
08.2020 - 12.2021
High School Diploma -
Eloisa Patron De Rosado
05.2001 -
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