Emilio Olivas Gibert
Guadalajara
Summary
Expert professional with superb customer service skills and strong background meeting customer needs. Stays on top of continuous customer demands with expertise in call control and issue resolution. High-performing and adaptable in dealing with dynamic needs of ever-changing sales environments.
Proven skills in promoting products and boosting revenue by connecting with customers and effectively communicating sales recommendations. Well-organized, reliable and experienced in setting up displays, restocking shelves and supporting in-store customers with knowledgeable assistance. Enhance store loyalty with unparalleled support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arrow Electronics Inc
Guadalajara
07.2021 - 12.2023
- Customer Support level l Activities: Act as the first point of contact - Go to customer accounts on daily operational. issues Resolve operational issues that may arise from the end-to-end sales process (for example, status of orders, returns and deliveries, billing & quoting, Shure ships). Collaborate with other functions and organizations to solve problems (sales teams, supply chain, logistics) in relation to 11 accounts on my end. service Basic knowledge of the end-to-end process of sales operations. Basic knowledge of local legal compliance issues (RMA) expeditions -Reports made with Excel (CFRS reports), based on the Sales work bench system. Provide material delivery date status -Move delivery dates to those requested by the client -9 accounts in charge of direct clients. Partner support & Ops Excellence Customer AND Quality Mgmt. (Intermediate level) Activities: Position scope: Respond to all incoming Salesforce assigned cases, both from external and internal customers Translate service requests (SR) within the scope of the language Monitor work. queues for exceptions new SRs and transfers Report to a regional manager of the Global Customer HUB Work Work on the hand with engineers, managers and other internal resources facilitate resolution of customer issues Resolve. assigned SRs. Give access to the user platform, as well as tools. Attention around 20 cases daily. provide access under Portal tools or Partner portal & Aruba portal, working on the hand with IT support team & Profiling team. team, Admin support team. Provide resolution due to cases within 24/7 hours depending on the scenario / constantly. Create success teams for new partners trough Totango & create scorecards based on segmentations. communication via e-mail (teams/slack/Sales force), work cases with LATAM & EUA
Service Desk Agent
IBM
Guadalajara
09.2020 - 07.2021
- Manage Amazon & Avis / Budget Accounts Activities: in bilingual language Solving. problems to a total charge of 25 agents constant coaching Profitability of Automobiles and Freight Transport at an international level Follow-up of purchase and sale at international level metrics Customer service International user service - Remote technical support to pc user - System monitoring - Resolutions - Creation collection and monitoring of tickets with IT ticketing tool - Closing reports to users - id.comm - Analysis of problems for different levels - Problem escalations - SLAs to manage end-user -Vpn connectivity - Reports. through excel - Skype for business, Outlook.
Education
MBA - Marketing Management And Research
Universidad Del Valle De Mexico
Guadalajara 08-2016
Skills
- Performance Tracking
- Sales strategy development
- Business Development
- Customer Relationship Management
- Customer Needs Assessment
- Customer Order Management
- Microsoft Office expertise
- Active Listening
- Adaptability
- Teamwork and Collaboration
- Interpersonal Skills
- Excellent Communication
- Time Management
- Problem-Solving
- Written Communication
- Order Processing
Languages
Spanish
First Language
English
Advanced (C1)
C1
Certification
- Pc applications knowledge: SAP VA01 Sales Workbench Sales force Totango Freshdesk Excel (Intermediate) Active directory Certifications: New Totango User New Totango Admin Success BLOCS Creator
Timeline
Customer Service Representative
Arrow Electronics Inc
07.2021 - 12.2023
Service Desk Agent
IBM
09.2020 - 07.2021
MBA - Marketing Management And Research
Universidad Del Valle De Mexico
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