Emmanuel Amezcua Ayala
Client Experience Analyst
Mexico City
Summary
Bilingual Client Experience Analyst with strong organizational skills. Over 2 years of customer service experience in different areas including technical support, restaurant management and billing. A proven track record implementing company policies in a fast paced environment. Good at call control, calm under pressure with experience in both inbound and outbound calling, chat and email interactions. Used to dealing with metrics and reaching productivity targets. Great multitasker and willingness to take on added responsibilities to meet team goals and metrics.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Client Experience Analyst
SpotOn
Mexico City
07.2022 - 03.2024
- Assisted merchants and account executives from a payment processing company to resolve issues and inquiries about accounts. This included providing expertise on technical support and restaurant management topics but also covered billing, website support, shipping and other skills based on workforce requirements and call volume demand, covering different shifts like early morning, late afternoon and graveyard.
- Handled on average 30 inbound/outbound calls a day reaching metrics like average handle time, tickets resolved per day, customer satisfaction surveys and different Q&A metrics
- Resolved and closed over 15 support tickets daily started by customers, account executives and other departments.
- Handled sensitive customer data securely while troubleshooting account-related problems, adhering to company policies when addressing client concerns or escalating unresolved issues appropriately.
- Created customer loyalty by following up with customers via outbound calls and emails, making sure all their questions were answered and ensuring customer long- term satisfaction.
- Configured, set up, diagnosed and troubleshoot hardware, software and network issues for retail stores and restaurants providing expertise and solutions both at product setup and during operation emergencies providing clear info and making sure all questions were resolved.
- Identified and resolved problems through root cause analysis and research often collaborating with cross functional teams to resolve complex cases.
First Handle Agent (Cold Calling)
Boomsourcing
Puerto Vallarta, Jalisco
02.2022 - 07.2022
- Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Generated over 10 transfer leads per day.
Customer and Technical Support Representative
TTEC (Dish Network Campaign)
Mexico City
08.2018 - 07.2019
- As customer service representative for know cable company maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed over 30 inbound calls daily, consistently reaching top performer KPI's goals like handle time, first call resolution, callback rate and add-on sales during calls.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Generated additional revenue from customers by pitching products and add-ons to their cable service during calls, continuously reaching sales targets.
Education
High School Diploma -
ITESM CEM
Estado De Mexico 08.2011 - 08.2014
Skills
Customer service expertise
Timeline
Client Experience Analyst
SpotOn
07.2022 - 03.2024
First Handle Agent (Cold Calling)
Boomsourcing
02.2022 - 07.2022
Customer and Technical Support Representative
TTEC (Dish Network Campaign)
08.2018 - 07.2019
High School Diploma -
ITESM CEM
08.2011 - 08.2014
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