Alejandro Duran Cordova
Cuautitlán Izcalli
Summary
Successful Customer Care Representative, with awards granted for outstanding customer service with 8 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Confident Research Intern with commitment to excellence and background in Biological Sciences. Effective collaborator with great communication and teamwork skills. Proven history of detail-oriented and accurate work.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
FedEx Mexico
10.2020 - Current
- Assistance to FedEx Express branch customers, for domestic (inside Mexico) and international shipments, inbound and outbound parcels.
- Helped large volume of inbound customers every day via chats, webmail and Social Media with positive attitude and focus on customer satisfaction.
- Sought ways to improve processes and services provided.
- Assisted in the development of internal processes aimed at enhancing overall team productivity levels within the call center environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Contributed to team success, consistently achieving call center performance metrics.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
Customer Service Agent
Qualfon
06.2021 - 09.2021
- Customer Service via chat
- Provide technical assistance to shoppers, purchase approval, delivery follow up, account management and shopping assistance in general for a grocery shopping app in USA.
- Remote task. (Home Office)
- Ascended to inbound calls campaign for Amazon US.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
Data Entry Clerk
Grupo Promass
11.2019 - 02.2021
- Transport and scanning of hired insurance by Liverpool customers.
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data entered into system to produce error-free reports.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Created and maintained data entry logs to track data entry activities.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Produced monthly reports with advanced Excel spreadsheet functions.
Retail Sales Associate
Gameplanet S.A. De C.V.
01.2018 - 09.2018
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Managed cash register after end of shift to balance and record accurate transactions.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Atención Telefónica
ATENCION TELEFÓNICA (ATEL)
07.2017 - 12.2017
- In charge of assistance to Telcel prepaid service customers by inbound calls.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Science Scholar
UNIVERSUM MUSEO DE LAS CIENCIAS
08.2015 - 08.2016
- Museum host
- Offered guided visits, applying science diffusion skills in order to friendly communicating biological topics to visitors
- Participated on educational activities for evolution topics diffusion.
- Taking part in the Museum special events organization and planning.
- Organized and participated in outreach events aimed at promoting public understanding of scholarly research and its implications for society.
- Searched at library and in scholarly databases to locate necessary information for research projects.
Scientific Research Intern
Biology Institute, UNAM
06.2012 - 09.2012
- Classifying and preparing marine green algae samples for further research projects.
- Collecting, identifying of freshwater microalgae.
- Improved experiment accuracy with meticulous attention to detail in sample preparation and testing procedures.
- Increased lab efficiency by streamlining data collection and analysis processes.
- Optimized laboratory safety by following strict guidelines and conducting regular equipment maintenance checks.
- Supported project management by organizing research materials, tracking progress, and reporting findings to supervising scientists.
- Managed inventory control for laboratory supplies and reagents, reducing waste while ensuring sufficient resources were available for ongoing experiments.
- Attended meetings and presentations to learn project details.
- Allocated and managed laboratory space and resources.
- Prepared samples for analysis by performing complex sample preparation tasks.
Education
No Degree - Biology
Science Faculty, UNAM
Coyoacán, Mexico City, Mexico08.2019
Technical - Biological And Physical Sciences
Laboratorist Associate
Escuela Nacional Preparatoria 4, UNAM08.2012
Skills
- Inbound Customer Service
- English Fluency
- Data Entry
- Problem Resolution
- Microsoft Office
- Computer Skills
- Calm Under Pressure
- Teamwork and Collaboration
- Work Prioritization
- Relationship Building
- Customer Data Confidentiality
- Money handling abilities
- LiveChat Messaging
- Laboratory equipment intermediate handling
Age
29
INTERESTS AND HOBBIES
A very curious spirit, always looking to update my world knowledge, willing to obtain up to date scientific and social news all around the world. I like to take my backpack and explore the city or travelling around the country. I also like to practice my amateur photography technics.
Languages
English
Upper intermediate (B2)
Timeline
Customer Service Agent
Qualfon
06.2021 - 09.2021
Customer Care Representative
FedEx Mexico
10.2020 - Current
Data Entry Clerk
Grupo Promass
11.2019 - 02.2021
Retail Sales Associate
Gameplanet S.A. De C.V.
01.2018 - 09.2018
Atención Telefónica
ATENCION TELEFÓNICA (ATEL)
07.2017 - 12.2017
Science Scholar
UNIVERSUM MUSEO DE LAS CIENCIAS
08.2015 - 08.2016
Scientific Research Intern
Biology Institute, UNAM
06.2012 - 09.2012
No Degree - Biology
Science Faculty, UNAM
Technical - Biological And Physical Sciences
Laboratorist Associate
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