Alfredo Lopez Gil
Mexico
Summary
I´m a 33 years old, single parent of a teenager. I'm a professional chess player with a lot of experience in sales and world-class customer service.
I have been a trainer and a manager in the past and I believe that the key to successful team development is open communication and the will to improve. I want to keep growing in a company where is possible to use these skills to collaborate and help the team grow.
I'd like to contribute to building a stronger team, helping others reach their personal and business goals, and assisting them to reach their full potential. I am focused on learning every day, and everywhere I go by continuously acquiring new skills and sharing the good practices learned throughout the time in different projects and with the overall working experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Ring Central
Ciudad de México
10.2021 - Current
- Managed over 30+ accounts simultaneously and follow up on each accordingly.
- Led Customer Communications and partnered up with stakeholders to make sure the transition to an active customer is accompanied by world-class service,
- Drive communication towards a better adoption and finding opportunities that ultimately lead to higher customer satisfaction.
- Close attention to process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Monitors metrics and develops actionable insights to improve efficiency and performance.
- Conduct training and mentor team members to promote productivity, accuracy, and commitment to friendly service.
- Play an instrumental role in client satisfaction by working with operational teams for theproper resolution of service issues.
Project Manager
AT&T BUSINESS
Ciudad de México
04.2019 - 06.2021
- Manage 25+ different projects simultaneously and ensure delivery.
- Developed and initiated projects, managed costs, and monitored performance.
- Lead communication with customers during the entire implementation.
- Work with stakeholders to organize and meet deadlines.
- Plan and execute the project plan of action.
- Teamwork to gather information and establish status update sessions.
- Identify areas of opportunity to keep providing an outstanding customer experience.
- Work with tech teams when required, in order to solve any complications.
- Take feedback and follow up accordingly.
- Provide actionable feedback across all teams to improve performance.
- Collaborate with the business unit to establish internal projects and dynamics to develop continuous growth and revenue acceleration.
Team Leader
AT&T PROXIMITY
06.2017 - 03.2019
- Create and follow up on Monthly/Quarterly plan for development sessions.
- Keep team up to date regarding processes, (daily/weekly), depending on team needs and areas of opportunity.
- Collaborate with leadership to develop LOB
- Plan and execute weekly/daily plan of action
- Identify areas of opportunity
- Provide actionable feedback to improve performance
Customer Advocate Representative
AT&T
Ciudad de México
11.2016 - 06.2017
- Customer Service and upsell for mobile,home services, OTT, etc.
- Ensure first call resolution by providing an excellent customer service.
- Resolve customers concerns and offers different products and services.
- Personalized service based on customers' needs
- Maintain up to date business and product knowledge.
- Follow up on active cases, contact the required support teams for resolution.
- Work with different teams and management when required for process workaround, override, etc.
- Provide feedback to team to share the knowledge base and improve team performance.
Customer Advocate
AT&T PROXIMITY, American Express
11.2013 - 01.2016
- Ensure first call resolution
- Provide excellent customer service offering products and service
- Personalized service based on customers' needs
- Maintain up to date business and product knowledge
- Using tools and resources for troubleshoot device and network issues
- C&C, Call and collect
- Deliver excellent customer service offering products and service
- Personalized service based on customers' needs
- Maintain up to date business and product knowledge
Sales & Customer Service Supervisor
Atento
07.2012 - 09.2013
- Efficiently deliver on business metrics to company standards
- Coach team on regular basis.
- Identify and develop future leaders of business
- Manage monthly and day to day adherence
- Maintain up to date business and product knowledge
- Proficiently handle and solve unexpected business tasks
Education
No Degree - Business Administration
Universidad Del Valle De México
Ciudad De México03.2024
Skills
- Time Management
- Workflow Planning
- Project Management
- Business Development
- Effective Communication
- Timely Project Completion
- Subcontractor Relations
- Project Goals and Milestones
- Inventory Control Processes
- Maintaining Clean Work Areas
- Quality Control Standards
- Training Seminars
- Performance Improvement
Certification
Project Management Foundations
Chess
Chess enthusiast for 20+ years. Have been taking it into the next level and been training the new generations for the last couple of years.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Timeline
Customer Success Manager
Ring Central
10.2021 - Current
Project Manager
AT&T BUSINESS
04.2019 - 06.2021
Team Leader
AT&T PROXIMITY
06.2017 - 03.2019
Customer Advocate Representative
AT&T
11.2016 - 06.2017
Customer Advocate
AT&T PROXIMITY, American Express
11.2013 - 01.2016
Sales & Customer Service Supervisor
Atento
07.2012 - 09.2013
No Degree - Business Administration
Universidad Del Valle De México
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