Jesus Humberto Berrelleza Ruelas
Navolato
Summary
Seasoned Call Center Manager with relevant experience in leading diverse teams, driving operational improvements and ensuring high levels of customer satisfaction. Possess strong skills in streamlining operations, reducing costs and enhancing productivity while maintaining service quality. Have successfully transformed call center operations through strategic leadership and innovative solutions.
Overview
8
8
years of professional experience
Work History
Activations Specialist
411 Locals
Home Office
07.2023 - Current
- Collaborated with web developers to ensure technical aspects of SEO are implemented correctly.
- Maintained up-to-date knowledge of SEO industry trends and best practices.
- Contact customers to gain or maintain access to their Google Business Profile
Collections Team
AT&T International
Tlaquepaque
05.2020 - 07.2023
- Drafted letters, emails, and other correspondence related to collections activity.
- Ensured compliance with federal, state, and local laws regarding debt collection practices.
- Developed strategies to improve the overall effectiveness of the collections process.
- Generated reports on outstanding balances due from customers for review by upper management.
- Resolved customer disputes and escalated issues as needed to management.
- Adhered to strict confidentiality policies when dealing with sensitive financial information.
- Analyzed data trends related to collections activities and identified areas for improvement.
- Provided guidance, training, coaching and mentoring to call center team members.
- Implemented strategies to improve customer satisfaction levels.
- Monitored calls for quality assurance purposes.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Created incentives for employees who achieved high performance standards.
Production Team Lead
Alorica
Tlaquepaque
08.2016 - 05.2020
- Identified areas where additional training was needed among existing staff members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Developed processes and systems to improve efficiency within the department.
- Provided guidance, training, coaching and mentoring to call center team members.
- Resolved escalated customer complaints in a timely manner.
Education
Licenciado - Nutricion
Universidad Autónoma De Durango
Culiacan, Sinaloa, Mexico11-2016
Technician - IT
CONALEP
Navolato, Sinaloa, Mexico08-2012
Skills
- CRM Software
- Customer Segmentation
- Brand Awareness
- Campaign Management
- Customer Engagement
- Campaign execution
- Client Relationship Management
- Search Engine Optimization
- Quality control optimization
- Information tracking
- Training delivery
- Reporting skills
- Call Monitoring
- Technical Support
- Employee Motivation
- Quality Assurance
- Coaching and Mentoring
- Problem-solving abilities
- Adaptability and Flexibility
- Interpersonal Skills
Languages
Spanish
First Language
English
Proficient (C2)
C2
German
Beginner
A1
itali
Beginner
A1
Accomplishments
- Employee of the year, Alorica (2018)
- Presidents Club, AT&T International (2022)
- Employee of the month, 411 Locals (sep, oct, nov, dec 2023, feb, mar, apr 2024)
Timeline
Activations Specialist
411 Locals
07.2023 - Current
Collections Team
AT&T International
05.2020 - 07.2023
Production Team Lead
Alorica
08.2016 - 05.2020
Licenciado - Nutricion
Universidad Autónoma De Durango
Technician - IT
CONALEP
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