Ivan Roman
Tijuana
Summary
Dedicated professional with a strong background in customer service and team leadership, committed to enhancing customer satisfaction and optimizing operational efficiency.
Overview
6
6
years of professional experience
Work History
Barbershop Manager
El Daytona Cuts
Tijuana, Baja California, Mexico
09.2025 - Current
- Supervised daily operations, ensuring high standards of service and customer satisfaction.
- Trained and mentored barbers in techniques and customer engagement strategies.
- Implemented inventory management systems to optimize product availability and reduce waste.
- Developed marketing initiatives to enhance brand visibility and attract new clientele.
- Conducted performance evaluations, providing constructive feedback and fostering professional development.
- Streamlined appointment scheduling processes, improving efficiency and reducing wait times.
- Mentored junior employees to foster growth within the company, increasing staff retention rates.
Customer Service Representative
CCSI International
Tijuana, Baja California, Mexico
01.2026 - 03.2026
- Assisted customers with inquiries and resolved issues efficiently.
- Processed orders and maintained accurate records in customer management systems.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Provided product information and support during customer interactions.
- Provided bilingual support to customers, resolving inquiries efficiently and effectively.
Customer Service Representative
Integon Insurance
Tijuana, Baja California, Mexico
09.2023 - 09.2025
- Adapted quickly to new software tools for tracking customer requests.
- Documented feedback from customers to improve service processes and offerings.
- Maintained a positive attitude while managing high-volume call traffic effectively.
- Participated in training sessions to develop skills and improve overall performance.
- Utilized product knowledge to educate customers on features, benefits, and troubleshooting methods.
- Maintained accurate records of customer interactions in compliance with company policies and procedures.
- Participated in training sessions to improve service techniques and learn about new product offerings.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
Receptionist
Hotel Escondido
Tijuana, Baja California, Mexico
08.2022 - 03.2023
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated room bookings and reservations using property management software.
- Maintained accurate records of guest information and billing details to ensure data integrity.
- Implemented streamlined communication protocols between reception and housekeeping departments.
- Developed and maintained filing systems for guest records, enhancing data retrieval efficiency.
- Trained new reception staff on procedures and customer service standards for consistency.
- Collaborated with management to refine operational procedures, improving overall guest satisfaction scores.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Maintained visitor log for entering and leaving facility for security purposes.
- Assisted with planning office events and meetings for smooth execution.
Customer Service Representative
Ucall Solutions
Tijuana, Baja California, Mexico (Remote)
06.2020 - 07.2022
- 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.
- Responded to customer requests for products, services, and company information.
Education
Bachelor's Degree in Foreign Language Teaching - Translation And Communication
Universidad Autónoma Benito Juárez De Oaxaca
Puerto Escondido, Oaxaca, Mexico10-2022
Skills
- Customer service
- Fluent bilingualism
- Problem-solving
- [Language] translation
- Call center experience
- Payment processing
- Document translation
- Product knowledge
- Refund processing
- Database research
- Multitasking and organization
- Empathy and patience
- Team collaboration
- Active listening
- Verbal and written communication
Hobbies
I love to listen to music, I feel that music sets the vibe and fills in the gap for the moments of silence. I have a passion for cars and motorcycles. I currently have a 600cbr that I enjoy ridding and I use it as my daily transportation, I also have a project car (1985 porsche 944) that I hope to have it ready by the end of this year. I love to use my hands and fix my own stuff when they break down.
I also enjoy cutting hair I am a barber.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
CCSI International
01.2026 - 03.2026
Barbershop Manager
El Daytona Cuts
09.2025 - Current
Customer Service Representative
Integon Insurance
09.2023 - 09.2025
Receptionist
Hotel Escondido
08.2022 - 03.2023
Customer Service Representative
Ucall Solutions
06.2020 - 07.2022
Bachelor's Degree in Foreign Language Teaching - Translation And Communication
Universidad Autónoma Benito Juárez De Oaxaca