DYLAN AXEL GOMEZ MANRIQUE
CUSTOMER SERVICE REPRESENTATIVE
Nezahualcoyotl
Summary
As a Customer Service Representative, I have experience and focus on providing a great experience to customers. I am good at resolving issues on the go and coming up with efficient solutions while maintaining a calm and helpful attitude. I also have a keen eye for detail to identify things that might have been missed in a resolution or problem.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Receipt Quality Specialist
Fetch Rewards
Mexico City
10.2023 - 02.2025
- Data entry to train a IA model
- Collect and analyze information from various sources to compare with existing data
- Use of keyboard shortcuts and other tools to expedite data entry
- Entry-level Data Analysis and presentation on spreadsheet tools
- Working in 3 projects at the same time, analyzing about 200 rows of data Daily
Bilingual Support Agent (SPOC)
DoorDash
Mexico City
02.2023 - 09.2023
- Acted as a bridge between customers, merchants, and/or delivery drivers
- Provided live support for failed or delayed deliveries, taking about 20-30 calls per day
- Identified and resolved delivery issues while maintaining a customer-friendly attitude
- Monitored and followed up on ongoing delivery, account, and security issues
- Helped users set up accounts and understand app features
Quality Assurance Analyst
Teleperformance
01.2021 - 01.2023
- Monitored and evaluated customer service calls based on client-provided criteria,
- Calibrated evaluation standards with the client
- Provided feedback and coaching with a focus on skill development
- Certified and evaluated new hires, roleplay with them and compared their performance to current metrics.
- Created Excel sheets with data to analyze root causes and major campaign issues
Bilingual Support Agent
Teleperformance
01.2019 - 01.2021
- Provided live phone support for car rental services, being customer focused and maintaining empathy during all interactions.
- Assisted with account, billing, and service issues
- Offered roadside assistance, dispatched services, monitored live, and followed up with customers to resolve additional issues or compensation accordingly.
- Handled about 20-30 calls per day
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
Education
Computer System Engineer (Interrupted) - Computer And Information Systems
ESCOM
Mexico City, Mexico 08.2015 -
Computer Technician - Computer systems
CECyT 3 Estanislao Ramirez Ruiz
Mexico City, Mexico 08.2012 - 06.2015
Skills
Soft skills
Fast learner
Attention to detail
Problem-solving skills
Active listening
Adaptability and flexibility
Time management
Decision-making
Microsoft Excel
Gaming
Been involved in gaming since a young age, experience with all kind of games, including MOBAS and shooters
Timeline
Receipt Quality Specialist
Fetch Rewards
10.2023 - 02.2025
Bilingual Support Agent (SPOC)
DoorDash
02.2023 - 09.2023
Quality Assurance Analyst
Teleperformance
01.2021 - 01.2023
Bilingual Support Agent
Teleperformance
01.2019 - 01.2021
Computer System Engineer (Interrupted) - Computer And Information Systems
ESCOM
08.2015 -
Computer Technician - Computer systems
CECyT 3 Estanislao Ramirez Ruiz
08.2012 - 06.2015
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