Summary
Overview
Work History
Education
Skills
Timeline
References
Generic
Guillermo Muñoz Gomez Memo

Guillermo Muñoz Gomez Memo

Guadalajara,JAL

Summary

Dynamic and dedicated professional seeking a stable position within a forward-thinking company that fosters skill development and career growth. Recognized for an outgoing personality and unwavering commitment to excellence, consistently demonstrating reliability and a strong work ethic. Possesses extensive experience in teaching and sales, complemented by exceptional interpersonal skills that facilitate effective communication and relationship-building with customers. Passionate about motivating teams and driving innovation to meet organizational objectives while achieving personal milestones.

Overview

8
8
years of professional experience

Work History

Law Firm Banrupccy and Solutions, Chapter 13-07

DYA CALL Y ASOCIADOS SA DE CV
04.2025 - 08.2025
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.

Associate Software Analyst

HCL TECHNOLOGIES MEXICO
05.2024 - 06.2025
  • Analyzed software requirements and provided solutions to enhance system functionality.
  • Collaborated with cross-functional teams to troubleshoot and resolve technical issues.
  • Assisted in the development of test plans and executed comprehensive testing procedures.
  • Documented system specifications, user manuals, and training materials for end-users.
  • Conducted research on emerging technologies to improve software applications and processes.
  • Spearheaded efforts to refactor legacy codebase, resulting in improved maintainability and scalability.
  • Enhanced user experience with thorough testing and debugging of applications.
  • Developed customized software solutions for clients, resulting in increased customer satisfaction.
  • Utilized agile methodologies for efficient project management and timely delivery of software updates.
  • Provided consistent support to end-users, addressing issues promptly and effectively.
  • Improved software efficiency by identifying and resolving system bottlenecks.

Service Desk Agent

TATA CONSULTANCY SERVICES DE MEXICO SA DE CV
08.2023 - 02.2024
  • Resolved technical issues for end-users via phone, email, and chat support.
  • Documented troubleshooting steps and solutions in ticketing system to enhance knowledge base.
  • Assisted in onboarding new team members, providing training on service desk procedures.
  • Collaborated with cross-functional teams to escalate and resolve complex customer inquiries efficiently.
  • Monitored service desk performance metrics to identify areas for process improvement.
  • Provided timely responses to customer requests, ensuring high levels of user satisfaction.
  • Participated in continuous training sessions to enhance technical skills and service delivery efficiency.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
  • Maintained high-quality service standards by adhering to established processes and guidelines.
  • Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.

Customer Service Representative

TTEC CX SOLUTIONS MEXICO
10.2021 - 03.2023
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Utilized CRM software to track customer interactions and maintain accurate records.
  • Collaborated with team members to enhance service delivery processes and improve customer satisfaction.
  • Provided training and support to new hires, fostering a collaborative team environment.
  • Managed escalated issues by employing conflict resolution skills to ensure positive outcomes.
  • Developed comprehensive knowledge of products and services to effectively address customer needs.
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Customer Care Representative

XTENDOPS MEXICO
10.2021 - 03.2023
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Collaborated with team members to streamline support processes and reduce response times.
  • Maintained accurate records of customer interactions in CRM systems for improved tracking.
  • Trained new staff on company policies and customer service best practices, fostering team development.
  • Analyzed customer feedback to identify trends and recommend improvements to service protocols.
  • Assisted in developing training materials that enhanced employee performance and service quality.
  • Implemented solutions for recurring issues, increasing operational efficiency within the support team.
  • Led initiatives to improve communication between departments, facilitating better issue resolution for customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.

Credit and Collection Analyst

ATÑT GRUPO SERVICIOS Y SOPORTE S DE RL DE CV
02.2020 - 10.2021
  • Analyzed credit data to assess risk and determine creditworthiness of clients.
  • Developed collection strategies to reduce outstanding accounts receivable.
  • Monitored aging reports to identify overdue accounts for proactive collection efforts.
  • Collaborated with sales teams to ensure alignment on customer payment terms and conditions.
  • Implemented process improvements that enhanced efficiency in collections operations.
  • Resolved disputes by communicating effectively with clients regarding billing inquiries and discrepancies.
  • Conducted regular reviews of credit policies, recommending adjustments based on industry trends.
  • Improved credit analysis accuracy by streamlining data collection and report generation processes.
  • Managed a diverse portfolio of accounts, ensuring appropriate actions were taken to maintain financial health.
  • Reduced delinquency rates with proactive monitoring of customer accounts and timely followups.
  • Enhanced debt recovery rates by implementing effective collection strategies and tactics.

Customer Service Representative

ATÑT GRUPO SERVICIOS Y SOPORTE S DE RL DE CV
10.2019 - 01.2020
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Analyst Consultant

NTT DATA SERVICES MEXICO
01.2018 - 09.2019
  • Analyzed data trends to inform decision-making and enhance operational strategies.
  • Developed comprehensive reports to support client recommendations and project initiatives.
  • Collaborated with cross-functional teams to streamline processes and improve service delivery.
  • Implemented best practices for data management, ensuring accuracy and consistency in reporting.
  • Enhanced data-driven decision making by conducting in-depth analysis of client requirements and market trends.
  • Implemented process improvement initiatives, resulting in reduced operating costs and increased productivity levels across multiple departments.
  • Supported project management efforts, ensuring timely and successful completion of client engagements.
  • Delivered actionable insights to clients with comprehensive reports, leading to improved business strategies.
  • Conducted business data analysis to define product requirements for mapping, data schema definition and testing.
  • Identified and analyzed gaps between current situation and desired outcome using resources to obtain information and deliver solutions.

Education

Escuela primaria Sebastián allende
Guadalajara, Jalisco
01.1992

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Preparatoria #3
01.1999

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Sec.8 Mixta
Guadalajara, Jalisco
01.1995

Skills

  • English level 100%
  • Experienced in software tools
  • Administrative support
  • Excel spreadsheet management
  • Presentation design
  • Online research proficiency
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Calm under pressure
  • Active listening
  • Problem resolution
  • Decision-making
  • Verbal communication

Timeline

Law Firm Banrupccy and Solutions, Chapter 13-07

DYA CALL Y ASOCIADOS SA DE CV
04.2025 - 08.2025

Associate Software Analyst

HCL TECHNOLOGIES MEXICO
05.2024 - 06.2025

Service Desk Agent

TATA CONSULTANCY SERVICES DE MEXICO SA DE CV
08.2023 - 02.2024

Customer Service Representative

TTEC CX SOLUTIONS MEXICO
10.2021 - 03.2023

Customer Care Representative

XTENDOPS MEXICO
10.2021 - 03.2023

Credit and Collection Analyst

ATÑT GRUPO SERVICIOS Y SOPORTE S DE RL DE CV
02.2020 - 10.2021

Customer Service Representative

ATÑT GRUPO SERVICIOS Y SOPORTE S DE RL DE CV
10.2019 - 01.2020

Analyst Consultant

NTT DATA SERVICES MEXICO
01.2018 - 09.2019

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Preparatoria #3

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Sec.8 Mixta

Escuela primaria Sebastián allende

References

Humberto, Perez Villalpando, 3310187109, Hacienda de el cabezón 1981, oblatos

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