Iran García Ortega
Mexico City,CMX
Summary
Psychology student in the 5th four-month period with more than 4 years of experience in customer service and team leadership. I stand out for my ability to work as a team and adapt to new challenges. My focus is on effective learning, continuous improvement of results and customer satisfaction. Throughout my career, I have developed key skills in teamwork, effective communication and problem solving, and I have excelled in leading teams towards achieving objectives and performance KPIs.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Coolbet
08.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
Operations Team Lead
Teleperformance
12.2021 - 05.2023
- Led a team of 20 customer agents to achieve project goals on time and within budget constraints.
- Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
- Supervised team performance, offering constant feedback and designing personalized improvement plans for each member.
- Generated a good work environment with agents to improve results and teamwork
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
Customer Support Specialist
Teleperformance
11.2020 - 12.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls and emails while maintaining excellent quality standards and adhering to established procedures.
- Maintained a high level of customer satisfaction, achieving positive results and contributing to the team's collaborative and efficient work environment.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Education
Bachelor's Degree - Psychology
Instituto Mexicano De Psicooncología
Montevideo, CDMX07-2026
Skills
- Creative issue resolution
- Teamwork and collaboration
- Results focusing
- Customer service
- Multitasking and organization
- Interpersonal skills
- Leadership
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Support Specialist
Coolbet
08.2023 - Current
Operations Team Lead
Teleperformance
12.2021 - 05.2023
Customer Support Specialist
Teleperformance
11.2020 - 12.2021
Bachelor's Degree - Psychology
Instituto Mexicano De Psicooncología
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