Jesus Mario Eduardo Monterrubio Acosta
Bachelor Of Laws In Law
Mérida
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Bilingual Customer Service Representative
Webhelp/Concentrix
10.2021 - Current
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic reading and interaction, timely problem resolution, and personalized attention.
- Managed high-volume of chats, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Actively reading to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Resolve the customer issues with their app service providing tools and guide them remotely.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Bilingual Customer Service Advocate
Your Answer Solutions Center (YASC)
01.2021 - 05.2021
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Educated and encouraged customers to promote self-sufficiency with online and mobile access tools.
- Mastered the art of deescalating tense situations, transforming potentially negative experiences into positive outcomes.
- Maintained thorough knowledge of company products, services, and policies to provide accurate information and guidance to customers.
Video Editor for Advertising
Cinetogo/CineLike
05.2020 - 12.2020
- Created short-form videos for social media posts.
- Delivered edits on time for reviews and final delivery.
- Combined text, video, voice-over and other composited elements onscreen to create logical, coherent layouts.
- Enhanced video quality by applying color correction and grading.
- Edited together video, audio still imagery and motion graphics for creative and informational multimedia projects.
Quality Analyst
CCServices
11.2018 - 01.2020
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Analyzed quality and performance data to support operational decision-making.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Administrative Assistant
CCServices
12.2017 - 11.2018
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Customer Service Representative
CCServices
07.2017 - 12.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Cashier and Customer Service Representative
Blockbuster
05.2014 - 11.2014
- Upheld high standards of customer service by promoting and upselling new products and services.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Collaborated with team members to streamline sales processes, resulting in an efficient workflow.
- Assisted customers with returns, refunds and resolving transaction issues.
- Addressed customer needs and made product recommendations to increase sales.
- Assisted customers in selecting appropriate products like new physical movies, memberships and gadgets based on their needs, boosting satisfaction rates
Education
Bachelor of Laws - Laws
Colegio De Estudios Universitarios Del Mayab (CEUM
Mérida, Yucatán, Mexico 05.2001 -
Skills
Customer service
Product knowledge
Customer support
Language translation
Empathy and patience
Problem-solving
Bilingual communication
Multitasking
Language fluency
Timeline
Bilingual Customer Service Representative
Webhelp/Concentrix
10.2021 - Current
Bilingual Customer Service Advocate
Your Answer Solutions Center (YASC)
01.2021 - 05.2021
Video Editor for Advertising
Cinetogo/CineLike
05.2020 - 12.2020
Quality Analyst
CCServices
11.2018 - 01.2020
Administrative Assistant
CCServices
12.2017 - 11.2018
Customer Service Representative
CCServices
07.2017 - 12.2017
Cashier and Customer Service Representative
Blockbuster
05.2014 - 11.2014
Bachelor of Laws - Laws
Colegio De Estudios Universitarios Del Mayab (CEUM
05.2001 -
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