Jesus Carmona Maya
Monterrey
Summary
With over 7 years of experience as a Customer/Business Care Representative, I consistently apply exceptional customer service and communication skills to effectively address diverse needs. The ability to smoothly mitigate customer conflicts through calm and level-headed strategies has resulted in positive outcomes and satisfied clients. As a responsive and resilient team player, I bring an adaptable and resourceful mindset to any situation, ensuring effective fulfillment of the role's demands.
Overview
13
13
years of professional experience
Work History
Customer Care Agent
Afni
Monterrey N.L.
11.2024 - Current
- Respond to customer needs through competent customer service and prompt problem-solving
- Help large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
Customer Care Agent
Xtendops
Monterrey N.L.
05.2021 - 08.2023
- Resolved concerns with products or services to help with retention and product sales.
- Assisted call-in customers with questions and orders
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
Campaign Supervisor
Global Telesourcing
Monterrey N.L.
01.2020 - 05.2021
- Worked with campaign point of contact to understand needs of the business and provide excellent service
- Joined bi-weekly meetings with business managers to identify areas of opportunity and coordinate with team to achieve campaign goals
- Collaborated with team members to achieve target results
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Identified issues, analyzed information and provided solutions to problems
- Proved successful working within tight deadlines and fast-paced atmosphere
- Worked flexible hours across night, weekend and holiday shifts
- Maintained excellent attendance record, consistently arriving to work on time
- Used Microsoft Word and other software tools to create documents and other communications
Customer Care Agent
Global Telesourcing
Monterrey N.L.
01.2017 - 01.2020
- Maintained and managed customer files and databases
- Responded to customer needs through competent customer service and prompt problem-solving
- Logged call information and solutions provided into internal database
- Assisted call-in customers with questions and concerns
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies
- Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
HP Printer/PC/Laptop Technician
CIS Consultores
Monterrey N.L.
01.2012 - 01.2017
- Performed complex mechanical alignments and equipment calibration to meet quality standards
- Determined maintenance requirements and assigned repairs to qualified employees
- Performed troubleshooting and diagnosis on malfunctioning equipment
- Maintained quality assurance and customer satisfaction objectives
- Inspected equipment to identify areas of wear or causes of malfunctions
- Set up and performed test activities
- Read manuals and manufacturer instructions to install and troubleshoot devices
- Addressed routine equipment maintenance according to established schedule
Education
GED -
Little Elm High School
Little Elm, Texas06-2006
Skills
- Documentation and reporting
- Custom order management
- Inbound/Outbound Customer Service
- English Spoken/Written 100%
- Account management
- Live chat support
- First call resolution
- Multitasking and organization
- Product education
- Data entry
- Technical troubleshooting
- Database research
Timeline
Customer Care Agent
Afni
11.2024 - Current
Customer Care Agent
Xtendops
05.2021 - 08.2023
Campaign Supervisor
Global Telesourcing
01.2020 - 05.2021
Customer Care Agent
Global Telesourcing
01.2017 - 01.2020
HP Printer/PC/Laptop Technician
CIS Consultores
01.2012 - 01.2017
GED -
Little Elm High School