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