Cesar Alejandro Velazquez Flores
Mexico, México
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
CCSI International
Mexico City, Mexico
09.2025 - Current
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and loyalty.
- Assisted in troubleshooting technical issues for HotTopic and sister brands products and services.
- Trained new agents on company policies, systems, and best practices for customer service excellence.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Managed customer accounts, updating information accurately and promptly.
- Collaborated with team members to improve response times and streamline service processes.
Customer Service Agent
Ttec for Verizon
Mexico City, Mexico
11.2023 - 05.2025
- Assisted in troubleshooting technical issues for Verizon products and services.
- Analyzed customer feedback to identify trends, implementing improvements to enhance service quality.
Customer Service Agent
Ttec for Booking.com
Mexico City, Mexico
03.2022 - 11.2023
- Attending issues about reservations coming from both the host and the guests.
- Developed personalized travel itineraries based on client preferences and interests.
- Conducted thorough research to provide accurate destination information and recommendations.
- Engaged with clients to understand their travel needs and enhance overall satisfaction.
- Managed challenging customer situations professionally, ensuring satisfactory resolutions for all parties involved.
Customer Service Agent
Ttec for Verizon
Mexico City, Mexico
10.2021 - 03.2022
- Scheduling installation appointments and fixing sales orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Agent
Ttec for BestBuy Campaign
Mexico City, Mexico
11.2020 - 02.2021
- Resolving issues regarding deliveries and incorrect purchase orders.
- Led initiatives to reduce call handling times while maintaining service standards and outcomes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
On The Job Trainer
Ttec for Dish campaign
Mexico City, Mexico
07.2018 - 04.2020
- Facilitated hands-on training sessions for new hires, ensuring effective knowledge transfer.
- Assessed trainee performance and provided constructive feedback for continuous improvement.
- Monitored trainees' progress and adapted training strategies to maximize engagement and learning outcomes.
- Identified skill gaps among staff, creating targeted development plans for individual growth initiatives.
General Assistant
VDITech
07.2016 - 01.2018
- Assembling security guards to protect robots for the industry.
Cashier
Oxxo
06.2016 - 07.2017
- Attending customers face to face.
Call center sales executive
MedMarketing
01.2015 - 01.2016
- Enrolling in auto pay benefits for BBVA card holders.
Education
High school - Electronic technician
01-2016
Junior high - Automotive mechanic
01-2013
Skills
- MS Office products
- Leadership
- Critical thinking
- Emotional intelligence
- Analytical thinking
- Problem solving
- Customer service
- Outstanding communication skills
- Data entry
- Relationship building
- De-escalation techniques
Languages
English Advanced level (writing and oral)
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Latin Intermediate level
Beginner (A1)
Timeline
Customer Service Agent
CCSI International
09.2025 - Current
Customer Service Agent
Ttec for Verizon
11.2023 - 05.2025
Customer Service Agent
Ttec for Booking.com
03.2022 - 11.2023
Customer Service Agent
Ttec for Verizon
10.2021 - 03.2022
Customer Service Agent
Ttec for BestBuy Campaign
11.2020 - 02.2021
On The Job Trainer
Ttec for Dish campaign
07.2018 - 04.2020
General Assistant
VDITech
07.2016 - 01.2018
Cashier
Oxxo
06.2016 - 07.2017
Call center sales executive
MedMarketing
01.2015 - 01.2016
Junior high - Automotive mechanic
High school - Electronic technician
Hobbies
- Reading
- Biking
- Watching movies and series