Fernando Flores Suzarte
Monterrey
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 7 years of extensive leadership experience in customer service and Tech support. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Technical Application Specialist
Epicor
Nuevo Leon
04.2022 - Current
- Provide technical support across multiple products, demonstrating strong troubleshooting and analytical skills
- Independently investigate and learn systems, processes, and tools to resolve customer challenges effectively
- Document troubleshooting steps, findings, and resolutions for ongoing process improvement
- Analyzed behavioral issues with careful approach to form definitive opinions
Operations Coordinator
Beliveo
10.2021 - 04.2022
- Led employee relations through effective communication, coaching, training and development
- Carrying out a company's logistics strategy and making sure that the appropriate staffing, organization and supply procedures are in place
- Manage business logistics to ensure a company runs smoothly
- Assisting with project management by creating assignments, tracking progress, and resolving issues
- Assisting with the management of daily operational activities
TEAM MANAGER
Beliveo
04.2021 - 10.2021
- Led employee relations through effective communication, coaching, training and development
- Evaluated employee performance on basis and coached and trained , increasing quality of work and employee motivation
- Identified and corrected deficient performance and behaviors to achieve maximum productivity
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office
- Helped customers by approaching conversations with positive attitude and action plans
TEAM MANAGER
Sitel
04.2017 - 04.2021
- Led employee relations through effective communication, coaching, training and development
- Evaluated employee performance on basis and coached and trained , increasing quality of work and employee motivation
- Identified and corrected deficient performance and behaviors to achieve maximum productivity
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office
- Helped customers by approaching conversations with positive attitude and action plans
QUALITY ANALYST
Sitel
01.2017 - 04.2017
- Monitored inbound and outbound calls made by employees to provide constructive feedback
- Administered internal surveys and tabulated results to increase visibility
- Partnered with management to create, develop and implement quality initiatives, resulting in action plans
- Performed root cause analysis through auditing and coaching
MENTOR
Sitel
05.2016 - 01.2017
- Analyzed behavioral issues with careful approach in order to form definitive opinions
CUSTOMER SERVICE REPRESENTATIVE
Sitel
09.2015 - 05.2016
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
03.2015 - 09.2015
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
Education
Ingeniería En Software Y Sistemas - software y sistemas
Instituto Universitario UCAP Del Bajío
Mexico 01.2021 - 06.2024
Skills
Verbal and written communication
Staff management
Customer support
Teamwork and collaboration
Remote technical support
Technical issues analysis
Multitasking
Customer service expert
Excellent communication
Timeline
Technical Application Specialist
Epicor
04.2022 - Current
Operations Coordinator
Beliveo
10.2021 - 04.2022
TEAM MANAGER
Beliveo
04.2021 - 10.2021
Ingeniería En Software Y Sistemas - software y sistemas
Instituto Universitario UCAP Del Bajío
01.2021 - 06.2024
TEAM MANAGER
Sitel
04.2017 - 04.2021
QUALITY ANALYST
Sitel
01.2017 - 04.2017
MENTOR
Sitel
05.2016 - 01.2017
CUSTOMER SERVICE REPRESENTATIVE
Sitel
09.2015 - 05.2016
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
03.2015 - 09.2015
Similar Profiles
Nuray Acuna-ViveroNuray Acuna-Vivero
Cloud Reliability Specialist at EpicorCloud Reliability Specialist at Epicor
Lauren LayLauren Lay
Sr BDR/CAM BDR at EpicorSr BDR/CAM BDR at Epicor
Anna Maria RizzoAnna Maria Rizzo
Sr Product Marketing Manager at EpicorSr Product Marketing Manager at Epicor