Esbeidy Anahí Becerra Hernández
Tlajomulco de Zuñiga
Summary
- Professional with excellent organizational skills and extensive professional experience. I am characterized for being a hard worker, and for offering a good customer service, including the solution of possible incidences. I am looking for a new job opportunity to develop my career.
- I like to work in a team, punctual, responsible, have short and long term goals, teamwork, communication.
- Versatile person and able to multi-task. With extensive experience in work environments where commitment and the ability to work in a team are valued. I am characterized by my dynamism, proactivity and enthusiasm. I have good digital skills. I am looking to develop professionally.
- I am a person who strives at all times to ensure customer satisfaction. I have extensive professional experience and a solid knowledge of the sector. I have facility to work both in a team and independently, as needed. I am looking for the opportunity to prove my worth in a company of the future.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Supervisor
Intugo
9 2023 - 5 2024
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Review attendance for team
Bilingual Interpreter
LLS / Human Quality
03.2023 - 09.2023
- Objective transmission of the message, preserving the meaning of the original discourse.
- Research of topics and terminology necessary for interpretation.
- Note-taking to avoid omitting details during the interpretation.
- Interpreting in real time, in private instances and private events.
- Assistance in interpreting and translation tasks in public institutions.
- Constant communication with clients to clarify doubts and define meanings.
- Simultaneous and consecutive interpretation in meetings and conferences.
Customer Service Supervisor
INTUGO
10.2020 - 08.2023
- Evaluation of employee performance according to established internal criteria.
- Follow-up of the proper development of the projects, ensuring their compliance in due time and form.
- Designing, monitoring and controlling the work plan through key performance indicators.
- Taking supervisor calls, supervisor chats and emails.
- Conduct group sessions for better performance
- Conduct individual sessions to improve performance
- Analyze and implement SMART strategies in order to achieve results.
Chat Agent
Freelance
07.2020 - 09.2020
- Perform customer service through social networks.
Customer Service Representative
PORCH
05.2018 - 06.2019
- Personalized advice geared towards the satisfaction of the clients served.
- Make outbound calls to customers in order to connect them with professionals based on their needs.
Customer Service Representative
Bella Manufacturer
11.2017 - 05.2018
- Sales Representative
- Placing orders
Customer Care Specialist
Alorica
11.2016 - 05.2017
- Bilingual customer service
- Customer account consulting
Customer Service Billing
Teleperformance
07.2013 - 04.2014
- Punctual compliance with the schedules within the workday.
- Reception of complaints, comments and suggestions from customers to share them with managers and improve service.
- Personal attention to customers to solve their doubts.
Education
English - English-as-a-Second-Language Education
Proulex Tecnologico
06.1999 - 06.2000
Internship Letter - Bachelor's Degree in Physical Education And Recrea
Escuela Superior De Educación Física De Jalisco
08.2007 - 07.2011
Skills
Languages: Spanish (Native) English 90%Programs: Word, Excel, Power Point, DrawOrganizational skillsFlexibilityResponsibleWillingness to changePunctualityTeam playerHonestFriendly
Timeline
Bilingual Interpreter
LLS / Human Quality
03.2023 - 09.2023
Customer Service Supervisor
INTUGO
10.2020 - 08.2023
Chat Agent
Freelance
07.2020 - 09.2020
Customer Service Representative
PORCH
05.2018 - 06.2019
Customer Service Representative
Bella Manufacturer
11.2017 - 05.2018
Customer Care Specialist
Alorica
11.2016 - 05.2017
Customer Service Billing
Teleperformance
07.2013 - 04.2014
Internship Letter - Bachelor's Degree in Physical Education And Recrea
Escuela Superior De Educación Física De Jalisco
08.2007 - 07.2011
English - English-as-a-Second-Language Education
Proulex Tecnologico
06.1999 - 06.2000
Customer Service Supervisor
Intugo
9 2023 - 5 2024
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