Brayam Alejandro Meza Hernández
Back Office Coordinator / Customer Care Representative.
León
Summary
Customer service professional with a proven track record of delivering exceptional results. With 4+ years of experience in operations coordination and team management, I consistently provide high-quality service and drive process improvements. Successfully led teams to achieve goals and attain success. Fluent in Spanish (native) and English (C1), enabling effective communication with diverse customers.
Overview
11
11
years of professional experience
2010
2010
years of post-secondary education
2
2
Languages
Work History
Appointment Scheduler
Stop Loss
10.2024 - Current
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
- Handled complaints and questions, and re-directed calls to other team members.
- Made average of 70 outbound and inbound calls per day.
Ancillary Coordinator
Hello Landing Mx
05.2022 - 07.2024
- We have decreased operation costs by managing projects and conducting audits.
- Achieved a significant reduction in member Check-in issues, leading to a notable improvement in CSAT from 36% to 70%
- Managed and monitored the tasks and activities of the Ancillary team daily.
- Managed and provided feedback to effectively enhance team performance, resulting in a significant increase in overall metrics from 60% to 85%
- Offered guidance and resolutions to field managers and customer service representatives regarding access information and systems (including smart lock management, installations, web portals, etc.).
- Provided assistance in answering over 60% of the onsite managers and customer support team's inquiries.
Access Specialist
Anequim (For Hello Landing)
11.2020 - 05.2022
- Supervised a team of US employees in delivering access information and property details, achieving successful updates for over 3000 apartments
- Created user-friendly instructions for clients on thecompany's website
- Ensured proper installation and setup of smart locks for both clients and employees.
Case Manager HP US, Teletech-HP
TTEC
11.2018 - 11.2020
- Resolved customer complaints and answered questions about policies and procedures to maintain a CSAT score above 80-90% on a consistent basis.
- Maintained a100% follow-up rate on customer issues
- Made decisions regarding customer equipment based on the warranty process, including replacements, repairs, buyback, and solutions in general including some software assistance.
- Managed queues effectively to ensure exceptional, personalized experiences for customers.
HP LATAM Technical Support Bilingual
TTEC
02.2018 - 11.2018
- Provided bilingual technical support to customers in the LATAM region, resolving issues in both Spanish and English
- Coordinated service requests for repair and replacement of accessories
- Provide solutions based on preset support documentation, be able to find the information quickly, and transmit it to the customer
- Handle time of calls and transfers to other departments trying to provide a solution over the phone.
- Earned a promotion to case manager for the US within 6 months by achieving top performance for 3 consecutive months.
Dish Account Specialist
TTEC
07.2017 - 02.2018
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Demonstrated the value of the brand and channels to customers, while maintaining low billings
- Resolve customer billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Recommended improvements in products, packaging, shipping, services, and billing methods to mitigate potential issues.
Marketing Specialist
The Home Depot
01.2014 - 06.2017
- Supported multiple brands in restocking and arranging products to meet standards
- Delivered exceptional customer service and product knowledge to facilitate sales.
- Work with special projects to build or modify displays
- Demonstrated exceptional organizational skills in successfully transitioning from one area to another, resulting in a remarkable increase from 40% to 100% on evaluations.
Education
High School Diploma -
Instituto UCEM (Leon GTO)
05.2010 - 05.2012
Middle School Diploma -
Sec. Tec. #33 (Leon GTO)
Skills
Easily adaptable to new software platforms and technologies
Time Management
Highly efficient in English speaking and writing
Strong sense of punctuality and responsibility
Team oversight
Client relationship building
Staff performance management
Timeline
Appointment Scheduler
Stop Loss
10.2024 - Current
Ancillary Coordinator
Hello Landing Mx
05.2022 - 07.2024
Access Specialist
Anequim (For Hello Landing)
11.2020 - 05.2022
Case Manager HP US, Teletech-HP
TTEC
11.2018 - 11.2020
HP LATAM Technical Support Bilingual
TTEC
02.2018 - 11.2018
Dish Account Specialist
TTEC
07.2017 - 02.2018
Marketing Specialist
The Home Depot
01.2014 - 06.2017
High School Diploma -
Instituto UCEM (Leon GTO)
05.2010 - 05.2012
Middle School Diploma -
Sec. Tec. #33 (Leon GTO)
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