Eduardo Padilla Sáenz
San Pedro Garza Garcia
Summary
I posses a solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Experienced with troubleshooting software issues, ensuring smooth user experience. Utilize effective communication techniques to assist users and resolve technical problems.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Pediatric Associates (USA)
Monterrey, Mexico
09.2024 - Current
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Provided training and support to new team members, fostering a collaborative environment.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed appointment scheduling for patients, optimizing clinic workflow and reducing wait times.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
Customer Service Agent and Coach
HOME DEPOT (USA)
Monterrey, Mexico
10.2023 - 09.2024
- Conducted in-depth product training sessions for new staff, fostering a knowledgeable and customer-focused team environment.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
- Processed refunds, exchanges and service requests for customers.
- Input customer information, call notes and personal data onto internal database.
- Built meaningful connections with customers to promote customer loyalty.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Processed transactions accurately using point-of-sale systems to ensure seamless customer experiences.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to maintain inventory levels and assist in product restocking.
- Mentored junior staff by providing guidance on handling complex customer interactions effectively.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Analyzed team performance metrics to identify areas for improvement and adjust coaching strategies accordingly.
- Provided technical assistance to users, troubleshooting software and hardware issues effectively.
- Documented support processes and solutions for common user problems, enhancing knowledge base.
- Diagnosed and troubleshot hardware, software and network issues.
Online Courses Agent
UNIVERSIDAD TECMILENIO LAS TORRES
Monterrey, Mexico
05.2022 - 08.2023
- Addressed supplementary duties to strengthen team performance and optimize tech support services.
- Identified issues, analyzed information and provided solutions to problems.
- Maximized customer engagement and satisfaction by delivering excellent customer service.
- Boosted sales productivity by efficiently managing and organizing administrative tasks for the sales team.
- Actively listened to customers to fully understand requests and address concerns.
- Created plans and communicated deadlines to complete projects on time.
- Facilitated student enrollment processes, ensuring accurate documentation and compliance with institutional policies.
- Developed and implemented outreach programs to enhance community engagement and student recruitment efforts.
Admissions - Postgraduate Programs
UNIVERSIDAD DE MONTERRY (UDEM)
Monterrey, Mexico
11.2017 - 05.2022
- Enhanced university presence in the community, leading to a higher number of applicants.
- Ensured a comprehensive registration of students and prospective candidates.
- Handled inquiries from prospective students with detailed advice across multiple platforms.
- Coordinated special project tasks by scheduling activities and arranging necessary materials.
- Facilitated clear and consistent interaction with administrators and director.
- Structured and upheld organized appointment system for interactions regarding admissions.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Managed reception area, greeted applicants, and provided detailed information on admission processes.
Public Relations Assistant
GRUPO 4S
Monterrey, Mexico
09.2016 - 11.2017
- Established positive relationships with business partners to foster opportunities for joint promotions.
- Negotiated contracts with influencers and celebrities for brand endorsement deals.
- Managed the distribution of press kits and promotional materials at events and to media contacts.
- Edited and proofread company deliverables before publication or distribution to verify formatting, aesthetics and content were in line with company standards and expectations.
- Monitored and reported on the effectiveness of PR campaigns, using data to inform future strategies.
- Analyzed campaign ROIs to measure impact of PR efforts.
- Developed and maintained media lists to enhance outreach efforts.
- Crafted press releases and promotional materials for various campaigns.
- Collaborated with team members to refine communication strategies and messaging.
- Participated in brainstorming sessions to generate innovative PR concepts and strategies.
Education
Bachelor of Science - Marketing
Universidad TecMilenio Campus Las Torres
Monterrey, NL05-2017
Skills
- Active listening
- Training development
- Customer support
- Critical thinking
- Data entry
- Microsoft Excel
- Follow-up skills
- Technical support
- Emotional Intelligence
- Ticket management
- Problem-solving
- Customer service expert
Languages
English
Proficient
C2
Spanish
Proficient
C2
Timeline
Customer Service Representative
Pediatric Associates (USA)
09.2024 - Current
Customer Service Agent and Coach
HOME DEPOT (USA)
10.2023 - 09.2024
Online Courses Agent
UNIVERSIDAD TECMILENIO LAS TORRES
05.2022 - 08.2023
Admissions - Postgraduate Programs
UNIVERSIDAD DE MONTERRY (UDEM)
11.2017 - 05.2022
Public Relations Assistant
GRUPO 4S
09.2016 - 11.2017
Bachelor of Science - Marketing
Universidad TecMilenio Campus Las Torres
Extra Curricular Activities
- Unidos Somos Iguales A.B.P. - Campamento de Verano 2015
- Unidos Somos Iguales A.B.P. - De Rol 2015
- Miembro de equipos de fútbol y basquetbol Instituto Mater, A.C. - 2007 - 2010
- Misiones San Luis 2010
Hobbies and Interests
- Learning: I am passionate about learning new things, so I can increase my knowledge for my personal and professional development.
- Technology: Technology is advancing in an incredible way and I am very interested in what technology can bring to us in the coming years and the way it will change our lives at work and in everyday life.
- Sports: I love sports because it allows me to be healthy, live a healthy life, spend time with friends and improve my teamwork skills.
- Service: I love the feeling of helping others and making their days at least a bit better, whether they are know or unknown people to me. Knowing I helped out someone out and made their day easier brings me inner peace.