Alicia Maria Ortiz Pereida
Customer Service Advocate
Hermosillo, Mexico City
Summary
Experienced and reliable customer service officer and team leader with a strong background in providing assistance in a fast-paced call center environment. Dedicated to helping customers resolve issues and promoting a positive company image. Thrives both as a team player and when working independently. Demonstrated ability to actively listen, swiftly solve problems, and establish professional relationships with callers. Committed to adhering to company procedures and fostering customer loyalty. Diplomatic and friendly with proven commitment to employee training.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Team Leader
Adonis Lifestyle - ListenTrust
Hermosillo, Sonora
11.2023 - 11.2024
- Set performance expectations for a team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Assisted in recruitment to build team of top performers.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Customer Service Adv.
Adonis Lifestyle - ListenTrust
Hermosillo, Sonora
11.2022 - 11.2023
- Resolve 300+ weekly customer inquiries via phone and/or email, consistently exceeding targets
- Resolve customer complaints and ensure calls are handled in a professional and prompt manner
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Settled any customer disputes in a professional and pleasant manner
- Accurately verified information and updated information databases as necessary
- Built a strong working knowledge of company procedures and protocols
Customer Service Adv.
Purple Carrot - ListenTrust
Hermosillo, Sonora
10.2021 - 09.2022
- Provided customers with assistance through emails, and internet chats ensuring quick and quality responses
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Settled any customer disputes in a professional and pleasant manner
- Accurately verified information and updated information databases as necessary
- Built a strong working knowledge of company procedures and protocols
Customer Service Adv.
Support Services Group Mexico
02.2021 - 08.2021
- Provided customers with assistance through phone calls, emails, and internet chats ensuring quick and quality responses
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Settled any customer disputes in a professional and pleasant manner
- Accurately verified information and updated information databases as necessary
- Built a strong working knowledge of company procedures and protocols
Customer Care and Technical Support Adv.
Intugo
11.2019 - 10.2020
- Provided customers with assistance through emails, and internet chats ensuring quick and quality responses
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Provided technical support for different devices
- Settled any customer disputes in a professional and pleasant manner
- Accurately verified information and updated information databases as necessary
- Built a strong working knowledge of company procedures and protocols
Executive Assistant
Ferreteria San Benito
04.2019 - 10.2019
- Served as an assistant to all administrative personnel and acted as the first point of contact for visitors and customers
- Worked to alleviate executive overload by handling all customer interactions for the company including walk-ins, email, phone, and fax interactions
- Performed a range of administrative duties from maintaining production schedules to purchasing supplies and hiring vendors
- Brought forth a strong ability for multitasking and prioritizing tasks
- Recorded notes from office meetings and distributed agendas to employees
- Travel and meeting arrangements
Administrative and Executive Assistant
Mutiversidad Mundo Real
07.2018 - 04.2019
- Manage scheduling for Academic Director and teachers
- Draft, review, and send communications on behalf of company executive(s), Academic Director, and teachers
- Organize and prepare for meetings, including gathering documents and attending to logistics of meetings
- Answer and respond to phone calls, and communicate messages and information to executives
- Coordinate travel arrangements
- Maintain various records and documents for company executive(s)
- Collection and billing
Education
Human Resources Management - Human Resources Management
Universidad Virtual Del Estado De Guanajuato
Guanajuato 02.2018 - 01.2020
Industrial Engineering - 100% on English
Instituto Tecnologico De Hermosillo
Hermosillo, Sonora 08.2014 - 10.2017
Skills
Computer and Internet Skills
Customer Service
Team Player
Effective Time Management
Communication Skills
Critical Thinking
Problem Solving
Team supervision
Work planning
Mentoring
Documentation and reporting
Staff training
References
- Teheresa Garcia, ListenTrust, 6621954060
- Yeni Valencia, ListenTrust, 6623074593
Computer and Internet skills
- Microsoft Office
- Photoshop
- Autocad
- SolidWorks
- Minitab
- Salesforce
- NICE IN-CONTACT
- Zendesk
- LiveAgent
Timeline
Team Leader
Adonis Lifestyle - ListenTrust
11.2023 - 11.2024
Customer Service Adv.
Adonis Lifestyle - ListenTrust
11.2022 - 11.2023
Customer Service Adv.
Purple Carrot - ListenTrust
10.2021 - 09.2022
Customer Service Adv.
Support Services Group Mexico
02.2021 - 08.2021
Customer Care and Technical Support Adv.
Intugo
11.2019 - 10.2020
Executive Assistant
Ferreteria San Benito
04.2019 - 10.2019
Administrative and Executive Assistant
Mutiversidad Mundo Real
07.2018 - 04.2019
Human Resources Management - Human Resources Management
Universidad Virtual Del Estado De Guanajuato
02.2018 - 01.2020
Industrial Engineering - 100% on English
Instituto Tecnologico De Hermosillo
08.2014 - 10.2017
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