Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Timeline
Generic

Jorge Gutierrez

Tijuana, Baja California

Summary

Accomplished Supervisor with strong background planning, organizing and controlling full life-cycle of projects. Applies human resource knowledge to effectively coach, train, assign and discipline teams.

Practiced in monitoring, recommending and dynamic business platforms. Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team. Amicable call center professional thriving in fast-paced customer service settings. Offering exceptional strengths in Active Listening, Multitasking, Team Work and knowledge of Customer Service, Tech Support, Appointment Setting, Claims and Sales.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Printful
Tijuana
09.2023 - 02.2025
  • Provided accurate information about products and services to customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Led on- and off-site customer support teams across multiple time zones.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.

Tech Support

Vox Centrix
Tijuana
10.2022 - 08.2023
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Generated reports and updated files and documentation.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Provided real-time support to everyday users of GetCaret Attorney.

Claims Adjuster

Confie Seguros
Tijuana
02.2022 - 10.2022
  • Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
  • Obtained necessary information to complete proper evaluation of injury claims.
  • Reviewed data to verify validity of claims and determine case management actions.
  • Identified and obtained evidence to ascertain claim value.
  • Completed required investigations on referred files within established timeframes.

Appointment Setter

Outpatient Call Solutions, Las Torres Blv Aguacaliente
Tijuana
12.2020 - 07.2021
  • Scheduled and confirmed appointments.
  • Provided exceptional customer service through effective telephone communication and follow-ups.
  • Managed more than 60 incoming calls per day.
  • Managed large volumes of daily outgoing calls while adhering to predetermined quotas.

Customer Service Representative

TaskUs, Parque Industrial Pacifico
Tijuana
04.2018 - 01.2020
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Documented conversations with customers to track requests, problems and solutions.

Supervisor

TaskUs, Blvd. Cuauhtemoc Sur, Residencial la Esmeralda
Tijuana
11.2018 - 03.2019
  • Provided ongoing training to address staff needs.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Educated, coached and mentored 20 new hires in multiple positions.
  • Tracked attendees, participation and understanding of course material.

Education

High School Diploma -

Jose Vasconcelos
Tijuana, B.C, Mexico
07.2015

Some College (No Degree) - Software Development

Cesun Universidad
Tijuana, B.C, Mexico

Skills

  • High-volume call reception
  • Customer conflict resolution
  • Presentations and demonstrations
  • Public speaking
  • Lesson planning
  • Team management
  • Active listening
  • Multitasking
  • Computer skills
  • Communication
  • Leadership
  • Reliable and trustworthy
  • Basic Programming with C, C, HTML, CSC and Python
  • Customer Service Support
  • Computer Diagnostics
  • Tracking and Documentation
  • Troubleshooting Network Issues
  • Technical Troubleshooting

Additional Information

  • AWARDS , Bronze medal for participating in Tijuana’s volleyball contest Diploma for having good grades in middle school and best grades in English.

Accomplishments

  • Led team to achieve Bronze Medal, earning recognition from our Middle School and had the chance to appear in the news.
  • Received recognition from Middle School for my Grades and received a medal for my knowledge and contribution.

Timeline

Customer Service Representative

Printful
09.2023 - 02.2025

Tech Support

Vox Centrix
10.2022 - 08.2023

Claims Adjuster

Confie Seguros
02.2022 - 10.2022

Appointment Setter

Outpatient Call Solutions, Las Torres Blv Aguacaliente
12.2020 - 07.2021

Supervisor

TaskUs, Blvd. Cuauhtemoc Sur, Residencial la Esmeralda
11.2018 - 03.2019

Customer Service Representative

TaskUs, Parque Industrial Pacifico
04.2018 - 01.2020

High School Diploma -

Jose Vasconcelos

Some College (No Degree) - Software Development

Cesun Universidad

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Jorge Gutierrez