Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

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