Erick Rodolfo Murguía Garciasagredo
Coordinator Customer Service & Inside Sales
Santa Catarina
Summary
Results-driven and forward-thinking professional with a proven track record of leading innovation and driving continuous improvement across diverse business functions. Known for a proactive mindset, strong leadership, and the ability to inspire collaboration, foster growth, and deliver results. Adept at problem-solving, client retention, and team management, with a consistent history of enhancing operational efficiency and building lasting relationships. Committed to ongoing personal and professional development, and always eager to take on new challenges that require initiative and strategic thinking.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Coordinator Customer Service & Inside Sales
Venus Concept
Nuevo Leon
02.2022 - Current
- Management of LATAM account, customer service, inside sales, payment confirmation, generation of contracts, resolution and decision-making in customer conflicts, monitoring and feeding of accounts in SalesForce, implementation of projects and new internal processes with regional impact for the improvement of reports and follow-up on customer requests.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
Proyecto Administrativo
Hospital Veterinario Dog House
Nuevo Leon
10.2021 - 02.2022
- Creation of processes and process manuals, job description for different positions, training of doctors in customer service and cross-selling techniques, improvement in the inventory process and implementation of Purchase Orders to track supplies, Management of the branch and personnel management.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Increased customer satisfaction by providing professional and courteous front desk support.
Store Manager
Vaper's Café
Nuevo Leon
07.2020 - 09.2021
- Administration and management of Store, retail sales, request and reception of orders, inventories, sales reports and analysis, customer service, incident management, cash and merchandise management, distribution of tasks, coordination and feedback of personnel.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Customer Service Executive
CONDUENT
Nuevo Leon
05.2020 - 07.2020
- Customer service via chat, ticket management, conflict and incident resolution on the app.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Manager
Hospital Veterinario Lomont
Nuevo Leon
01.2020 - 03.2020
- Administration and management of the clinic, personnel management, policy implementation, request and receipt of orders, customer service and management, conflict resolution, task distribution, staff coordination and feedback, cash management, closing, collections, giving schedules of personnel and various reports.
Store Manager
Vaper's Café
Nuevo Leon
06.2017 - 06.2020
- Administration and management of Store, retail sales, request and reception of orders, inventories, sales reports and analysis, customer service, incident management, cash and merchandise management, distribution of tasks, coordination and feedback of personnel.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Key Account Executive
City Expres Hotels
Nuevo Leon
05.2016 - 06.2017
- Customer service and monitoring, searching for new clients, portfolio management, negotiation of agreement and closing, SWOT analysis, account management through CRM, internal and external reports, analysis, monitoring and resolution of incidents.
- Expanded the company''s market share by identifying and securing new business opportunities.
- Managed a diverse portfolio of key accounts, maintaining strong professional relationships and high retention rates.
- Maximized revenue potential by upselling additional products or services to existing clients.
- Improved overall profitability by consistently meeting or exceeding established sales targets for assigned accounts.
- Delivered exceptional customer service that exceeded client expectations, leading to positive testimonials and referrals.
- Developed customized strategies for key accounts, resulting in increased sales and revenue growth.
- Boosted customer satisfaction by efficiently addressing and resolving account issues.
- Collaborated with cross-functional teams to ensure seamless service delivery to clients.
- Strengthened client relationships through proactive communication and tailored solutions.
- Coordinated marketing efforts targeting key accounts, increasing brand awareness and affinity among decision-makers within those organizations.
- Developed and delivered presentations to key customers to position products and services.
Team Leader of the Hotels Department
BCD Travel
Nuevo Leon
02.2012 - 05.2016
- Travel agent for groups; National and international air and hotel reservations through GDS Saber, national and international group management and events, cost comparison and adjustment to expense policies.
- National Team Leader of the Hotels department; generation, delivery and confirmation of prepayments based on credit with suppliers and letters for authorization of charge and checks of charges to credit card in national and international hotels, personnel management, assignment of schedules and tasks, creation of work plans, objectives for short, medium and long term goals, feedbacks, attention to customers and suppliers, conflict resolution and monitoring, basic AGRESSO management and generation of credit notes, report generation, statistics and graphics, creation of physical and digital presentations as well as exposure of said presentations, generation of operating manuals and procedures, training of new employees.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Cashier
Banorte
Nuevo Leon
07.2011 - 02.2012
- Cash management, direct dealing with customers, currency exchange and management, check handling, cashiers cut and cash receipt.
Assistant of Strategic Planning Director
Corporación para el Desarrollo Turístico de Nuevo León "CODETUR"
Nuevo Leon
02.2010 - 09.2010
- Information writing, development of reports used at the state level, group management, support in the organization of the FuTurismo event.
Education
Lic. - International Relationships Focused On Tourism
UANL - Facultad De Ciencias Políticas Y Administración Pública
Monterrey, Nuevo León, Mexico 01.2006 - 01.2011
Skills
Management
Empathic communication
Assertive communication
Personnel management
Issue Management
Negotiation
Customer Support
Business strategy
Consultative sale
Corporate and Retail Sales
Problem-solving
MS office
Adaptability and flexibility
Attention to detail
Report writing
CRM software
Interests
Technology
Philosophy
Politics
Social Sciences
Martial Arts
Training
- Emotional intelligence, 8 hours, Management of emotions in situations of tension and interpersonal relationships.
- Communication and Conflict Resolution, 18 hours, Handling incidents and conflicts with customers, how to handle situations and finding solutions tailored to specific events.
- Customer Support, 18 hours, Customer service with empathy and effective communication skills.
- First Aid and Brigades, 6 hours, Emergency care, first aid, fire management and brigade integration.
- 5S - Health and Safety Brigade, 6 hours, 5s program, process standardization and work area safety.
Timeline
Coordinator Customer Service & Inside Sales
Venus Concept
02.2022 - Current
Proyecto Administrativo
Hospital Veterinario Dog House
10.2021 - 02.2022
Store Manager
Vaper's Café
07.2020 - 09.2021
Customer Service Executive
CONDUENT
05.2020 - 07.2020
Manager
Hospital Veterinario Lomont
01.2020 - 03.2020
Store Manager
Vaper's Café
06.2017 - 06.2020
Key Account Executive
City Expres Hotels
05.2016 - 06.2017
Team Leader of the Hotels Department
BCD Travel
02.2012 - 05.2016
Cashier
Banorte
07.2011 - 02.2012
Assistant of Strategic Planning Director
Corporación para el Desarrollo Turístico de Nuevo León "CODETUR"
02.2010 - 09.2010
Lic. - International Relationships Focused On Tourism
UANL - Facultad De Ciencias Políticas Y Administración Pública
01.2006 - 01.2011