Iván Arvizu
Tijuana
Summary
Professional in customer service management prepared to elevate client satisfaction and streamline processes. Proven track record in resolving complex issues, enhancing customer experiences, and fostering collaborative team environment. Strong communication, problem-solving, and leadership skills ensure adaptability to changing needs and reliability in achieving impactful results.
Overview
2026
2026
years of professional experience
Work History
Customer Care Manager
Terra Energy
12.2024 - Current
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Implemented customer satisfaction as KPI to improve our clients experience by resolving complex issues and providing timely solutions.
- Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
- Analyzed performance metrics, identifying areas of improvement and implementing necessary changes.
- Championed the integration of new CRM software into daily operations, streamlining case management procedures.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operations Manager
ACSI
01.2023 - 01.2024
- Implemented quality control systems to boost overall product consistency and reliability.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed and reported on key performance metrics to senior management.
Senior Operations Manager
TaskUs Mexico
01.2019 - 01.2023
- Established strong relationships with key stakeholders, ensuring alignment of operations with overall business objectives.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Developed risk management strategy to proactively identify and mitigate potential issues, ensuring smooth operations.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Executive account manager
Grupo Telvista SA de CV
2015 - 01.2019
- Implemented strategic plans for account retention, contributing significantly to company stability and growth.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
- Developed strong relationships with key clients, resulting in increased revenue and long-term loyalty.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Contributed to the creation of proposals that showcased a deep understanding of prospective clients'' needs balanced against the company''s capabilities.
- Demonstrated proactive problem-solving skills by addressing potential challenges before they impacted client relationships or results.
- Resolved complex customer issues promptly, maintaining trust and fostering ongoing partnerships.
- Conducted regular account reviews, identifying areas for improvement and implementing necessary changes for optimal performance.
- Organized regular meetings with key contacts within accounts to maintain open dialogue on progress updates or concerns from either party.
- Achieved high client satisfaction by delivering exceptional account management services.
- Consistently exceeded expectations regarding response time and professionalism when interacting with clients, solidifying their trust in the company.
- Managed contract negotiations with clients, resulting in favorable terms and conditions that supported company objectives.
Operations Manager
Xerox ACS Process Business Solutions
01.2004 - 01.2014
- Ensure the efficiency of the operational team to achieve our client's KPIs, project and supervise shrinkage and attrition to avoid a negative impact on our deliverables, keep the team certified under clients' requirements and all our processes updated
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Implemented quality control systems to boost overall product consistency and reliability.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
Business Administration
UACJ Universidad Autonoma de Ciudad Juarez
01.2012
Financial Administration
Universidad Autonoma de Guadalajara
01.2023
Skills
- Decision-making
- Customer relations
- Strategic planning
- Negotiation and conflict resolution
- Schedule management
- Account management
- Escalation management
- Research and due diligence
- Customer experience improvement
- Teamwork and collaboration
- Customer service
- Problem-solving
Language
Spanish
English
Timeline
Customer Care Manager
Terra Energy
12.2024 - Current
Operations Manager
ACSI
01.2023 - 01.2024
Senior Operations Manager
TaskUs Mexico
01.2019 - 01.2023
Operations Manager
Xerox ACS Process Business Solutions
01.2004 - 01.2014
Financial Administration
Universidad Autonoma de Guadalajara
Executive account manager
Grupo Telvista SA de CV
2015 - 01.2019
Business Administration
UACJ Universidad Autonoma de Ciudad Juarez
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