Hemelim Cruz Prieto
Queretaro
Summary
Proven Management Consultant at Los Toltecos Restaurant, I excel in transforming company cultures and enhancing customer satisfaction through critical thinking and staff training. Skilled in data entry and active listening, I've significantly improved efficiency and employee motivation, fostering sustainable growth and building strong relationships.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
United Airlines
11.2018 - Current
- Customer assistance during flitting, departure, and arrivals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Agent
SAE
07.2018 - 11.2018
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from products technical issues, working closely with management to ensure timely resolutions that maintained brand reputation.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Management Consultant
Los Toltecos Restaurant
09.2016 - 09.2017
- Designed customized training programs to enhance employee skills and improve company standards.
- Conducted data-driven analyses to identify areas of opportunity for cost reduction and efficiency gains.
- Enhanced client satisfaction by providing exceptional customer service.
- Improved communication at all levels and transformed company culture into more productive atmosphere.
- Increased employee satisfaction and motivation through training classes, meetings and special activities.
- Developed strategies for sustainable growth.
Educational Coordinator
IMEDER
02.2011 - 03.2015
- Created and implemented educational programs across five human development programs.
- Established and communicated clear learning objectives related to each program.
- Accurately and completely recorded group progress and development in compliance with organizational objectives and standards.
- Provided guidance on implementing project-based learning approaches that fostered critical thinking skills and actions to promote human development.
- Implemented data-driven strategies to monitor educational progress.
Education
Master Of Humanities - Human Resources Management
UNIR
La Rioja SpainBachelor Of Social Science - Sociology
Universidad Autónoma De México
Ciudad De México 09.2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Team development
- Assertiveness
- Research
- Staff education and training
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
United Airlines
11.2018 - Current
Customer Service Agent
SAE
07.2018 - 11.2018
Management Consultant
Los Toltecos Restaurant
09.2016 - 09.2017
Educational Coordinator
IMEDER
02.2011 - 03.2015
Master Of Humanities - Human Resources Management
UNIR
Bachelor Of Social Science - Sociology
Universidad Autónoma De México
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