Alexis Gabriel Cruz Muñoz
Mexico
Summary
Highly efficient, methodical and a background of achievement in leadership. Considered as a person who takes challenges the best way possible.
Overview
9
9
years of professional experience
Work History
Resolution Services Supervisor
MARRIOTT VACATION WORLDWIDE
07.2023 - 07.2024
- Assisted high-level owners with luxury accommodations and financial services.
- Addressed escalated calls and provided feedback to advisors on call handling and procedures.
- Resolved questions for advisors showing the KA and the correct way to proceed.
- Reviewed advisor's metrics and provided coaching and tips for improvement.
- Guided advisors with development projects.
Call & Collections Trainer / Communications Coordinator Leader
AMERICAN EXPRESS
12.2019 - 04.2023
- Managed outbound and inbound collections for the Corporate Global Market, recovering over $300K monthly.
- Trained onboard new associates in call and collection processes while reviewing metrics and providing side-to-side assistance to review calls.
- Coordinated the communications department within the Global AMEX Market.
- Coordinated executive visits.
- Led a cross-market project to enhance English communication skills to help with their customer service.
Elite Supervisor
MARRIOTT INTERNATIONAL
07.2018 - 01.2020
- Provided specialized assistance to guests and handled inquiries effectively.
- Promoted from Loyalty & Care Service Specialist due to exceptional customer service.
- Provided one on one feedback to sales and loyalty reps to improve metrics.
Customer Service Representative
COMPUCOM
02.2016 - 12.2017
- Ensured efficient call handling and maintained high performance across multiple campaigns.
- Reviewed Priority 1 outages to guarantee a fast resolution.
Customer Service Representative / On-the-Job Trainer
TELETECH
06.2015 - 12.2015
- Developed technical support skills and trained new employees after excelling as a customer service representative.
Education
Clinical Laboratory Technician -
Regional High Specialty Hospital ISSSTE Tultitlan
Skills
- Attention to detail
- Complex Problem-solving
- Strategic planning
- Analytical thinking
- Adaptability and flexibility
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
French
Beginner (A1)
Timeline
Resolution Services Supervisor
MARRIOTT VACATION WORLDWIDE
07.2023 - 07.2024
Call & Collections Trainer / Communications Coordinator Leader
AMERICAN EXPRESS
12.2019 - 04.2023
Elite Supervisor
MARRIOTT INTERNATIONAL
07.2018 - 01.2020
Customer Service Representative
COMPUCOM
02.2016 - 12.2017
Customer Service Representative / On-the-Job Trainer
TELETECH
06.2015 - 12.2015
Clinical Laboratory Technician -
Regional High Specialty Hospital ISSSTE Tultitlan
Similar Profiles
Tammy L. SkalkoTammy L. Skalko
In House Sales Executive at Marriott Vacation WorldwideIn House Sales Executive at Marriott Vacation Worldwide
Jean LambertJean Lambert
Senior IT Field Support Analyst at Marriott Vacation Worldwide CorporationSenior IT Field Support Analyst at Marriott Vacation Worldwide Corporation
Blanca Vazquez VazquezBlanca Vazquez Vazquez
Vacation Planner at Marriott Vacation WorldwideVacation Planner at Marriott Vacation Worldwide
CRYSTAL MARINCRYSTAL MARIN
PROJECT MANAGER at KLNPROJECT MANAGER at KLN
Rocio GastelumRocio Gastelum
Sr. Total Rewards LATAM at Intuitive SurgicalSr. Total Rewards LATAM at Intuitive Surgical