Josue Israel Chavez Marin
Tijuana
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
9
9
years of professional experience
Work History
Team Leader
TaskUs
Tijuana, Baja California, Mexico
08.2020 - 01.2024
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Applied strong leadership talent and problem-solving skills to maintain team efficiency and organize workflows.
- Provided training/recap on the campaign's milestones to the PH/COL team.
Operation Specialist
Vervent
Tijuana, Baja California, Mexico
11.2019 - 06.2020
- Updated account information to maintain customer records (Re-posting payments, due date changes, loan modifications, SCRA benefits modifications, Consolidating loans and Valuations)
- Responded to customer requests for documents, services, and company agreements.
- Tracked customer service cases and updated customers account with third parties information or special cases with attorneys/ escrows.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Performed all the above tasks with the team player's vision.
Back Office Executive
CCSI
Tijuana, Baja California, Mexico
06.2019 - 11.2019
- Streamlined back office processes by implementing efficient document management by email
- Enhanced data accuracy in financial reports by conducting thorough analysis and cross-checking of information.
- Reduced turnaround time for client inquiries by prioritizing tasks and ensuring timely responses to requests.
- Improved interdepartmental communication through regular meetings, detailed reporting, and proactive collaboration on projects.
- Work actively and directly with the U.S team.
- Maintained strict confidentiality of sensitive company data by adhering to security protocols and access controls.
- Facilitated smooth onboarding of new employees by coordinating training sessions, providing support materials, and mentoring as needed.
- Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.
- Expedited report generation with advanced Excel skills that enabled streamlined data manipulation and visualization techniques for concise presentations.
- Assisted coworkers and staff members with special tasks on daily basis.
Quality Assurance Analyst
Sigue Corporation
Tijuana, Baja California, Mexico
06.2018 - 06.2019
- Improved product quality by identifying areas for improvement.
- Conducted thorough audits to increased efficiency and agents improvement.
- Collaborated with cross-functional teams to develop quality assurance strategies for new services.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control and company procedures.
- Educated employees on specific procedures with mini-sessions to provide refreshers/ training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Call Center Agent
Telvista Campestre
Tijuana, Baja California, Mexico
11.2017 - 06.2018
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Assisted in training new hires, sharing industry insights and tips for success in the call center environment.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Educated customers on company policies, services, tech support and resolving billing/payment issues.
Technical Support Representative
Izzi
Tijuana, Baja California, Mexico
02.2017 - 11.2017
- Improved customer satisfaction by providing timely and accurate technical support for the company services.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Call Center Agent
Anexa
Tijuana, Baja California, Mexico
07.2015 - 02.2017
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Offered technical assistance for customers experiencing difficulties with coverage related to company products or services.
Call Center Representative
MDY Contact Center
Tijuana, Baja California, Mexico
09.2014 - 12.2014
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced client satisfaction by efficiently processing short sale applications and providing timely updates.
Education
Bachelor of Arts - Psychology
Universidad Humanitas
Tijuana, Baja California, Mexico07.2021
Skills
- Staff Management
- Problem Solving
- Active Listening
- Employee Motivation
- Decision Making
- Leadership Abilities
- Team Building
- Analytical Thinking
- Fast Learner
- Team Player
- Ability to work under pressure
- Computer Skills
Languages
Spanish
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Team Leader
TaskUs
08.2020 - 01.2024
Operation Specialist
Vervent
11.2019 - 06.2020
Back Office Executive
CCSI
06.2019 - 11.2019
Quality Assurance Analyst
Sigue Corporation
06.2018 - 06.2019
Call Center Agent
Telvista Campestre
11.2017 - 06.2018
Technical Support Representative
Izzi
02.2017 - 11.2017
Call Center Agent
Anexa
07.2015 - 02.2017
Call Center Representative
MDY Contact Center
09.2014 - 12.2014
Bachelor of Arts - Psychology
Universidad Humanitas