JORGE ALBERTO HERNANDEZ SAUCEDO
Summary
Experienced Customer Service Representative fluent in English and Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Dynamic Bilingual Customer Service Representative with over 10 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Español. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
9
9
years of professional experience
Work History
Supervisor
AFX MOTORSPORTS
03.2020 - 01.2024
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Built relationships with customers and community to promote long term business growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
IT Technical Support & Customer Service
Hexaware Technologies,
05.2015 - 02.2020
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Developed and implemented preventive maintenance procedures.
- Configured and tested new software and hardware.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Used ticketing systems to manage and process support actions and requests.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
Education
GED -
Universidad ISAC De Monterrey
Monterrey, Nuevo León, Mexico07.2006
Skills
- Calm Under Pressure
- Training development aptitude
- Customer Relations
- Inbound Call Management
- Complaint Handling
- Understanding Customer Needs
- Administration and Operations
- Database Management
- Customer Relationship Management (CRM)
Languages
English
Bilingual or Proficient (C2)
Timeline
Supervisor
AFX MOTORSPORTS
03.2020 - 01.2024
IT Technical Support & Customer Service
Hexaware Technologies,
05.2015 - 02.2020
GED -
Universidad ISAC De Monterrey
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