Guillermo Daniel González Bañuelos
Guadalajara
Summary
Dynamic and results-oriented professional with extensive experience in leadership and management roles. Dedicated to optimizing team performance, implementing efficient processes, and fostering a culture of continuous improvement. Seeking opportunities to leverage expertise in team leadership, process optimization, and customer service in a challenging environment.
Overview
16
16
years of professional experience
1
1
Language
Work History
Collections Agent/Representative
Alorica
01.2021
- Managed past due accounts, successfully bringing them back to current status.
Team Leader
Golden Kare Ventures
2 2021 - 5 2024
- Developed Standard Operating Procedures (SOPs) for three departments, ensuring streamlined operations and productivity
- Led a team of up to 30 agents across two departments, providing coaching and personalized growth plans to enhance skills and performance
- Implemented strategies to achieve team goals, monitored metrics, and prepared productivity reports for upper management.
Telemarketer
PRIME-IR
01.2019 - 07.2019
- Conducted outbound calls to potential customers, influencing the purchase of shares in various companies
- Assisted in creating sales methods and scripts to standardize processes within the company.
Supervisor
ALORICA
01.2016 - 01.2018
- Supervised and trained groups of agents, ensuring adherence to performance and productivity metrics
- Provided technical support and troubleshooting for campaign and company systems.
Bilingual Customer Service Representative
Teleperformance (Hispanic Teleservices)
01.2014 - 01.2015
- Provided telephone and email customer assistance, including logistics support and troubleshooting of ATM machines.
Owner
Smart Zone
01.2009 - 01.2014
- Managed physical and software repair of cellular and computer equipment, as well as retail sales of accessories.
Customer Service Representative & Technical Support Agent
Teletech Inc.
01.2011 - 01.2012
- Provided technical support for special software and troubleshooted network connection issues.
Shift Manager
RUBIO'S Mexican Grill
01.2006 - 01.2008
- Oversaw staff training, inventory control, and local marketing initiatives.
Service Manager
Chipotle Mexican Grill
01.2004 - 01.2008
- Managed staff training, inventory control, and cash management for a high-volume restaurant.
Education
English Teacher as a Second Language (In progress) - Administracion De Talento Y Recursos Humanos
High School Diploma - undefined
Skills
Certificate in Talent and Human Resources Management from Tech Milenio
Moderate knowledge of Microsoft Office Suite and Google Sheets
Highly self-motivated with excellent organizational and customer service skills
Specialized training in motivation and sales development
Timeline
Collections Agent/Representative - Alorica
01.2021
Telemarketer - PRIME-IR
01.2019 - 07.2019
Supervisor - ALORICA
01.2016 - 01.2018
Bilingual Customer Service Representative - Teleperformance (Hispanic Teleservices)
01.2014 - 01.2015
Customer Service Representative & Technical Support Agent - Teletech Inc.
01.2011 - 01.2012
Owner - Smart Zone
01.2009 - 01.2014
Shift Manager - RUBIO'S Mexican Grill
01.2006 - 01.2008
Service Manager - Chipotle Mexican Grill
01.2004 - 01.2008
Team Leader - Golden Kare Ventures
2 2021 - 5 2024
Tech Milenio - English Teacher as a Second Language (In progress), Administracion De Talento Y Recursos Humanos
Enrique Díaz de León - High School Diploma,