Jorge Rodríguez Montoya
Supervisor
Summary
A professional leader with solid administrative knowledge and effective communication skills, known for strategic planning and conflict resolution. I have proven abilities to guide teams toward achieving objectives and enhancing productivity while fostering a collaborative and reliable environment. I'm seeking to consolidate these skills in a position that provides development opportunities.
Overview
11
11
years of professional experience
2020
2020
years of post-secondary education
Work History
Team Leader
Tech Mahindra
05.2024 - Current
- I have been able to take nesting teams to first place in production.
- Work experience with tenured and non-tenured agents.
- Developing and applying skills in customer service, such as effective time management and conflict de-escalation to achieve positive outcomes for both the customers and the business.
- Coaching delivery, using the S.M.A.R.T. model for attainable goals.
- Continuously following up with agents to reinforce coaching, and adapt strategies towards a common goal. This is achieved through live monitoring and side-by-side coaching sessions.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
S.M.E
Tech Mahindra
01.2024 - 05.2024
- Managing and assisting more than two complete large teams at the same time, including new agents in training and tenured professionals, to ensure consistent performance and quality.
- Provided tailored feedback about product knowledge and soft skills to a diverse group of agents, adapting my coaching style to various personalities and learning profiles for better results.
- Collaborated with key stakeholders, including QA, Workforce Management, Training, and Management, to calibrate processes and ensure consistent information delivery to agents.
- Conducted live call monitoring to ensure quality assurance, and provide real-time coaching.
Customer Service Representative
Tech Mahindra
11.2022 - 12.2024
- I was able to develop as a CSR for two Verizon lines of business: Verizon FiOs and Verizon Wireless. These experiences taught me to be highly adaptable to new work environments and learning changes in procedures.
- Proactively addressed and resolved customer complaints, building trust and fostering long-term relationships that led to increased loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and businesses.
Customer Service Representative
IKEA
09.2022 - 11.2022
- Managed all customer and stakeholder communication via phone and email, ensuring clear and timely updates.
- Created and meticulously documented customer cases to maintain accurate records, and facilitate effective problem resolution.
- Resolved complex issues efficiently under tight deadlines, consistently delivering timely, effective solutions.
- Navigated and managed a vast database to accurately locate items, process orders, and interpret key data for business operations.
- Coordinated directly with a variety of service providers across multiple platforms to ensure seamless service delivery.
Customer Service Representative
Telvista S.A de C.V
12.2021 - 08.2022
- Managed a high-volume of orders for North American customers from hundreds of Chinese restaurants, handling 180 to 270 calls per day.
- Demonstrated exceptional active listening and clear communication, serving both English and Spanish-speaking customers.
- Promoted to a higher tier within six months, showcasing a rapid mastery of processes and a strong commitment to professional growth.
Manager, Sales and Customer Support
Cobra Gas SA De CV
01.2015 - 12.2018
- Managing a small group of workers and cashiers at a gas station.
- Serving customers by safely dispensing propane, processing payments, and resolving inquiries and complaints from customers and providers.
- Performing routine maintenance on the entire station to ensure safety and efficiency.
- Implemented process improvements, such as focusing on customer experience and the proper display of information, this led to a 28% increase in revenue, driven by enhanced customer service, improved premises (maintenance) and streamlined operational clarity.
Education
B2 level English courses -
Celex Upiicsa
Centro de Estudios Tecnológicos Industrial Y De Servicios #1
Skills
Strong relationship-building abilities
Team management
Teamwork and collaboration
Project organization
Team motivation
Analytical problem-solving
Team coaching
Timeline
Team Leader
Tech Mahindra
05.2024 - Current
S.M.E
Tech Mahindra
01.2024 - 05.2024
Customer Service Representative
Tech Mahindra
11.2022 - 12.2024
Customer Service Representative
IKEA
09.2022 - 11.2022
Customer Service Representative
Telvista S.A de C.V
12.2021 - 08.2022
Manager, Sales and Customer Support
Cobra Gas SA De CV
01.2015 - 12.2018
Centro de Estudios Tecnológicos Industrial Y De Servicios #1
B2 level English courses -
Celex Upiicsa