Office
Gabriel San Juan
SENIOR COSTUMER SUCCESS SPECIALIST
Torreón, Coahuila,COA
Summary
Dynamic sales professional with a proven track record at TELEPERFORMANCE, consistently exceeding sales targets and enhancing client relations. Skilled in strategy development and objection handling, I excel in driving revenue growth and fostering customer loyalty through effective communication and personalized service.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Sales Agent
WHERE AND WHEN AGENTS
03.2025 - Current
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
OUTBOUND RETRIEVAL AGENT
BIS CONTACT CENTER
01.2025 - Current
- Place outbound calls to collect contact information with medical centers and confirming the presence of providers to do HIPAA compliant medical record requests. for HEDIS and Risk Adjustment Reviews.
- Secured and kept all information strictly confidential to prevent breaches.
- Informed clients of policies and procedures.
- take inbound calls about existing requests to guide facilities to provide just the requested information in a HIPAA compliant environment.
Retention Specialist
TELEPERFORMANCE
11.2022 - 06.2025
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
OPI INTERPRETER
HQ HUMAN SERVICES
06.2024 - 01.2025
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Interpreted remotely through phone to facilitate communication between parties unable to meet in person.
- Aided immigration processes for clients seeking citizenship status, interpreting interviews and assisting with document preparation when necessary.
- Improved patient outcomes in healthcare settings by facilitating clear communication between medical professionals and non-English speaking patients.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
ACCOUNT MANAGER REPRESENTATIVE
BCONNECT
09.2016 - 12.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
COSTUMER SUPPORT REPRESENTATIVE
BCONNECT
11.2015 - 09.2016
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
Appointment Setter
BCONNECT
01.2015 - 11.2015
- Set appointments for healthcare at ISSSTE
- provided required information for the appointment to be valid.
- reschedule existing appointments
- cancel appointments
Assistant Production Engineer
NARTEX LABS
07.2013 - 12.2014
- Conducted root cause analysis on production issues, providing recommendations for corrective actions to minimize future occurrences.
- Supported the implementation of Lean Manufacturing principles to eliminate waste and improve overall plant efficiency.
- Collaborated with cross-functional teams to ensure seamless coordination in the production process.
- Trained junior technicians on equipment operation, safety protocols, and quality standards to maintain a high-performing workforce.
- Maintain required levels of prime resources and generate acquisitions orders when needed.
Education
Associate of Applied Science - Manufacturing Engineer
UNIVERSIDAD TECNOLOGICA DE TORREON
Torreón, Coahuila, Mexico 05.2001 -
Skills
Strategy development
Customer assistance
Sales strategies
Client relations
Cold calling
Objection handling
Sales training
Making offers
Call control
Upselling strategies
Technical support
Software
Salesforce
Google workspace
Timeline
Sales Agent
WHERE AND WHEN AGENTS
03.2025 - Current
OUTBOUND RETRIEVAL AGENT
BIS CONTACT CENTER
01.2025 - Current
OPI INTERPRETER
HQ HUMAN SERVICES
06.2024 - 01.2025
Retention Specialist
TELEPERFORMANCE
11.2022 - 06.2025
ACCOUNT MANAGER REPRESENTATIVE
BCONNECT
09.2016 - 12.2019
COSTUMER SUPPORT REPRESENTATIVE
BCONNECT
11.2015 - 09.2016
Appointment Setter
BCONNECT
01.2015 - 11.2015
Assistant Production Engineer
NARTEX LABS
07.2013 - 12.2014
Associate of Applied Science - Manufacturing Engineer
UNIVERSIDAD TECNOLOGICA DE TORREON
05.2001 -