Antonio Leon C
Customer Service SME
Coyoacán, Mexico City
Summary
Experienced subject matter expert with a proven track record of delivering impactful results through team collaboration and adaptability. Skilled in problem-solving, strategic planning, and industry-specific knowledge. Recognized for clear communication, leadership, and commitment to achieving organizational goals. Achieved an 87% one-call resolution rate and maintained a 90% customer satisfaction rate.
Overview
8
8
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Customer Service SME
Teleperformance / Verizon
Benito Juarez
08.2022 - Current
- Conducted regular feedback, coaching and skill-building sessions for new hires and operations representatives to improve performance and customer handling.
- Flex Supervisor role, taking care of different operational and nesting teams while a supervisor was absent.
- Fostered a collaborative and supportive team environment, promoting open communication and teamwork
- Implemented comprehensive training sessions to equip representatives with necessary skills for exceptional service delivery
- Managing high priority customers, escalations and setting the example for cross and up-selling during each interaction, since January 2023, 700+ escalated customers assisted.
Technical Advisor on Tobacco Policies
Conadic / SSa
Benito Juarez, Mexico City
08.2017 - 06.2021
- Coordinate with international, federal, and state government agencies to facilitate communication and collaboration
- Prepare and review psychotechnical material such as infographics, leaflets, and presentations to effectively convey information
- Provide technical translation services from English to Spanish for reports and documents to ensure accurate communication
- Conduct training and evaluation in and Planning, as well as interpretation and review of policies to enhance understanding and compliance
- Review existing legislation and policies to identify discrepancies and outdated provisions for potential updates and improvements
- Manage a non-governmental profile on social networks, focusing on preventing smoking and the use of vapers in women under 17 years old to promote healthier lifestyles through the campaign.
Education
English - IETLS 7.5 C1
Bachelor of Arts - Psychology
Universidad Autonoma De San Luis Potosi
San Luis Potosi, SLP 05.2001 - 07.2014
Skills
Ability to adjust to new challenges
Strong ethical standards
Analytical problem-solving
Team leadership
Coaching and guidance
Strong analytical skills
Customer-oriented mindset
Teamwork and collaboration
Decision-making
Timeline
Customer Service SME
Teleperformance / Verizon
08.2022 - Current
Technical Advisor on Tobacco Policies
Conadic / SSa
08.2017 - 06.2021
Bachelor of Arts - Psychology
Universidad Autonoma De San Luis Potosi
05.2001 - 07.2014