Juan Antonio Vera Gomez
Síntesis profesional
Professional with a vocation for leadership and extensive experience in technical support, customer service, billing, customer loyalty and collections, focused on process optimization and ensuring customer satisfaction through effective and efficient solutions.
Información general
2
2
Languages
3
3
years of post-secondary education
18
18
years of professional experience
Experiencia laboral
Lead shift specialist for customer technical Servi
AT&T
Naucalpan de Juarez, Estado de Mexico
2017.04 - 2026.06
- Managed and resolved complex technical and billing cases, ensuring timely and effective resolution.
- Developed and implemented strategies to improve customer satisfaction, reducing response times and increasing service quality.
- Monitored and evaluated shift performance to ensure KPIs and operational objectives were met.
- Analyzed technical reports to identify recurring issues and implement preventive solutions.
- Collaborated on deployment of technical support systems to improve shift efficiency.
- Provided real-time support via Smart Chat to specialists regarding processes and system limitations.
- Handled escalated supervisor calls to de-escalate conflicts and ensure positive customer outcomes.
Analyst, Detention Operations – Internal Fraud
American Express
CDMX, Mexico
2015.02 - 2017.01
- Conducted in-depth investigations of internal fraud cases to mitigate financial risk.
- Developed and implemented detection tools and strategies to proactively identify fraudulent activity.
Technical Support, Billing, Customer Service
Teletech
Leon, Guanajuato
2008.03 - 2014.11
- Led shift operations for technical and billing support, resolving complex customer issues.
- Drove cross-selling initiatives during service interactions, increasing revenue while delivering tailored solutions.
Estudios
Profesional License - Automotive Service Technician
CONALEP
Nezahualcoyotl 1996.09 - 1999.07
Competencias
- Team Leadership & Shift Management
- Technical Problem Solving & Troubleshooting
- Customer Experience & Customer Retention
- Process Optimization & Operational Efficiency
- Technical Report AnalysisFraud Detection & Risk Mitigation
- Cross-selling & Collections
- Adaptability & Conflict Resolution
Languages
Spanish
First language
English
Avanzado
Cronología
Lead shift specialist for customer technical Servi
AT&T
2017.04 - 2026.06
Analyst, Detention Operations – Internal Fraud
American Express
2015.02 - 2017.01
Technical Support, Billing, Customer Service
Teletech
2008.03 - 2014.11
Profesional License - Automotive Service Technician
CONALEP
1996.09 - 1999.07