César Sánchez
Mexico City
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Operations Associate
Stripe
08.2023 - Current
- My core job is providing great support for all our clients across the globe delivering great response time with the help of our internal support teams. Exceeding week after week the metrics required by the business since week 1.
- Created the first QA reference center where new hires and tenured associates can go to find everything related to quality.
- On my first Talent Review I got SME+ thanks to the relentless focus on my core job.
- Helped achieve the verticalizaton of SDC CDMX, splitting the PSO team into connect and direct.
- As well, at the same time, I helped integrate Case Hopper on Mexico working with Bengaluru on tight time frames, gathering feedback from my team and discussing the best way to implement it, working day to day to help improve this tool, becoming DRI of Case Hopper on Mexico.
- When our managers went to a summit, I was acting team lead, following up with the team daily and sharing the information given by my manager, taking the responsibility of the team, giving results to our site lead and OM becoming DRI of Connect.
- Initiated Mexico's Spin up program, giving 2 waves full spin up, following up until today with questions and issues they might have on all the different topics we have on our day to day job embracing.
- As as result of the success of the spin up program, we started giving foundations training on Mexico City, aligning to the expectations of the different verticals within PSO embracing DRI responsibilities for foundations training.
TEAM LEADER FOR DASHER ESCALATED SUPPORT
DOORDASH
09.2022 - 08.2023
- Lead a team of 10~15 people, helping them develop soft skills and knowledge based on internal policies and procedures while maintaining quality with daily calibrations and call listening, providing SBI model feedback and generating SMART commitments using tools like Maestro, Salesforce, Amazon Connect, Slack and GSuite for data analysis and KPI tracking
MERCHANT ESCALATED SUPPORT
DOORDASH
09.2021 - 09.2022
CUSTOMER SERVICE SPECIALIST
TELEPERFORMANCE
1 2020 - 9 2021
- Service and technical support to SEP's elementary school's computers
COMPUTER TECHNICIAN
Grupo Novandi
09.2019 - 11.2019
FRONT DESK STAFF
VYETUR
08.2015 - 11.2015
- Helped in making flight and hotel quotes and reservations
Education
Some College (No Degree) - Computer Engeneering
UNAM ENGINEERING FACULTY
CDMX 01.2015 - 05.2021
Skills
Timeline
Operations Associate
Stripe
08.2023 - Current
TEAM LEADER FOR DASHER ESCALATED SUPPORT
DOORDASH
09.2022 - 08.2023
MERCHANT ESCALATED SUPPORT
DOORDASH
09.2021 - 09.2022
COMPUTER TECHNICIAN
Grupo Novandi
09.2019 - 11.2019
FRONT DESK STAFF
VYETUR
08.2015 - 11.2015
Some College (No Degree) - Computer Engeneering
UNAM ENGINEERING FACULTY
01.2015 - 05.2021
CUSTOMER SERVICE SPECIALIST
TELEPERFORMANCE
1 2020 - 9 2021
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