Guillermo Jacobo Hernández
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
Work History
Customer Care Professional (Support Team Leader)
AMERICAN EXPRESS COMPANY, S.A. de C.V
11.2022 - 08.2023
- Bilingual customer service for the United States market
- Agents back up and support on investigative issues for the US Lead.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Associate Technical Support, Technical Support and Advanced Customer Service
TECH MAHINDRA de México S de RL de CV
03.2022 - 10.2022
- Verizon Wireless bilingual costumer service for US market
- Monitored systems in operation and quickly troubleshot errors.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Bilingual Customer Service Representative
TTEC CX SOLUTIONS MEXICO SA de CV
08.2021 - 03.2022
- Technical support and customer service advanced level in English for company DISH-United States
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Met all call quality standards and daily quotas for first-call resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
SENIOR SERVICE AGENT
FEDEX Express Servicios de Capital Humano S de R.L. De C.V
10.2020 - 05.2021
- On charge of warehouse evening shift & High Value (HV), returns, re-shipments (missorts); track and trace packages
- Operational support for road drivers
- Quality monitoring with clients (Traces)
- Planning and implementation of performance indicators (KPI's)
- Work proposals: 1) Key Performance Indicators (KPI's) Implementation for VENDORS at MEXA Station. 2) Consumption pattern Change for PPESI station: development of productive circular economy projects as part of Corporate Social Responsibility
Operations and Treasury Coordinator
Rolling Personnel S de RL de CV
05.2019 - 10.2020
- Financial flows Scheduling , budget sufficiency planning and employer obligations´ payment , taxes (federal and local), payroll, grocery cards and suppliers in pesos and foreign currency
- Payroll payments transition between banking platforms
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed cash, card and check transactions to complete customer purchases.
- Identified and resolved discrepancies and errors in customer accounts.
Administrative Office Coordinator & Liaison
LXIV Legislature / UNAM-Faculty Of Law / National College Of Doctors In Administration / GEISS
03.2019 - 02.2020
- Institutional liaison
- Diploma "Peace in Mexico An intelligence exercise”
- Prepared detailed documents and reports in adherence administrative processes.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
- Coordinated and scheduled meetings and appointments to keep organization running smoothly.
- Worked closely with others to accomplish timely invoicing and accounts receivables.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
General / Technical Coordinator
Group of Interdisciplinary Studies and Sustainable Solutions SC
01.2016 - 12.2016
- Project Cost/benefit Budgetary analysis on chapter 4000 transfers and financial indicators development for the National Commission on Physical Culture and Sport (CONADE)
- Procedure AA-011L6I001-E17-2016 Proceedings 1006643
- Entered data, generated reports, and produced tracking documents.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Managed company schedule to coordinate calendar and arrange travel.
- Collected and analyzed business data from various departments to prepare reports and presentations for management.
Education
Bachelor of Science - Political Science and Public Administration
UNAM / Faculty of Political And Social Sciences
México City1991
Master of Science - Energy and Environmental Policy and Management
Latin American Faculty of Social Sciences. México
Mexico City2024
Skills
- Collaborative Environments
- Operational Efficiency
- Data Evaluation
- Team-Building Exercises
- Employee Guidance
- Conflict Resolution Techniques
- Workload Planning
- Senior Leadership Support
- Training and Development
- Call Volume and Quality Metrics Analysis
- Performance Improvement
- Policy and Procedure Adherence
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Care Professional (Support Team Leader)
AMERICAN EXPRESS COMPANY, S.A. de C.V
11.2022 - 08.2023
Associate Technical Support, Technical Support and Advanced Customer Service
TECH MAHINDRA de México S de RL de CV
03.2022 - 10.2022
Bilingual Customer Service Representative
TTEC CX SOLUTIONS MEXICO SA de CV
08.2021 - 03.2022
SENIOR SERVICE AGENT
FEDEX Express Servicios de Capital Humano S de R.L. De C.V
10.2020 - 05.2021
Operations and Treasury Coordinator
Rolling Personnel S de RL de CV
05.2019 - 10.2020
Administrative Office Coordinator & Liaison
LXIV Legislature / UNAM-Faculty Of Law / National College Of Doctors In Administration / GEISS
03.2019 - 02.2020
General / Technical Coordinator
Group of Interdisciplinary Studies and Sustainable Solutions SC
01.2016 - 12.2016
Bachelor of Science - Political Science and Public Administration
UNAM / Faculty of Political And Social Sciences
Master of Science - Energy and Environmental Policy and Management
Latin American Faculty of Social Sciences. México
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