Juan Carlos Mayoral Uribe
Tláhuac,CDMX
Summary
Results-driven professional with 13 years' experience in virtual training, technical support, and customer service. Specialises in Microsoft Teams training, team coaching, and mentoring while effectively troubleshooting technical issues and managing helpdesk operations. Drives revenue growth through strategic sales initiatives and enhances talent development through performance evaluation and guidance. Committed to fostering collaborative teams and delivering positive customer experiences in remote environments.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work history
Sales representative
Porch Group
Mexico City
2025.08 - 2026.01
- Utilised sales scripts to guide conversations and close deals effectively.
- Promoted new products or services, generating interest among potential buyers.
- Addressed customer questions, alleviating concerns and doubts.
- Maintained extensive knowledge of products by regular training.
- Ensured high-quality service with consistent follow-ups.
- Handled multiple customers simultaneously without compromising quality of service.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Collected and processed payments.
On-the-Job Trainer (OJT)
Ttec (Dish)
Mexico City, Av. de la República 43, Tabacalera, Cuau, 06030
2017.07 - 2025.08
- Played a key role in the successful training and launch of two international call center sites in Cairo, Egypt, and Cape Town, South Africa.
- Improved new hire performance by mentoring them on call control, tool usage, and customer interaction techniques, reducing repeat call volume.
- Monitored new hire performance metrics, set clear targets, and communicated weekly goals to drive consistent progress.
- Conducted regular assessments of trainee progress, identifying areas for improvement.
- Trained new employees on company products and procedures, supporting them in meeting business goals.
- Trained new hires to enhance job floor productivity and efficiency.
- Guided new hires in navigating customer accounts and utilising company tools effectively.
- Improved new hire efficiency by providing hands-on guidance with customer accounts and company tools.
Advanced Technical Support
Ttec (Dish)
Mexico City, Av. de la República 43, Tabacalera, Cuau, 06030
2016.06 - 2017.07
- Diagnosed and resolved customer technical issues efficiently and accurately.
- Utilized remote access tools to troubleshoot and resolve technical problems with customer devices.
- Provided technical support by troubleshooting satellite TV connectivity and equipment problems.
- Used established guidelines and tools to deliver effective, long-term solutions
- Identified and recommended tool improvements to Technical Operations, improving team efficiency and customer service quality.
- Scheduled and rescheduled technician appointments based on customer availability and weather conditions.
- Processed and shipped replacement items or accessories to customers in a timely manner.
- Upsold Silver, Gold, and Platinum protection plans, contributing to increased revenue.
- Promoted sales of Google Nest smart home products, including cameras, doorbells, thermostats, speakers, and locks, to drive additional revenue.
Frontline Customer Service
Ttec (Dish)
Mexico City, Av. de la República 43, Tabacalera, Cuau, 06030
2015.09 - 2016.03
- Applied active listening and interpersonal skills to connect with customers and resolve their needs effectively.
- Delivered exceptional customer service, fostering repeat business and generating referrals.
- Managed high volume of inbound calls, resolving customer issues promptly.
- Assisted customers in making informed decisions by providing detailed product information.
- Promoted product sales, including movie packages, and successfully upsold customers to higher-tier channel packages.
- Drove sales of entertainment packages by recommending movie add-ons and higher-value channel bundles.
- Enhanced customer satisfaction by successfully upselling advanced satellite TV equipment and accessories.
- Displayed energy and enthusiasm in fast-paced environment.
Customer service representative
Telvista (AT&T U-Verse)
Mexico City, Calle Bolívar 38, Centro Hist, Centro, Cuau, 06000
2012.02 - 2015.06
- Resolved inquiries and complaints efficiently, meeting service rating targets.
- Proactively addressed concerns, resulting in increased customer satisfaction.
- Built strong relationships with customers, promoting brand loyalty and repeat business.
- Assisted customers with diverse queries using extensive product knowledge.
- Processed inbound customer calls, providing information on service or product upgrades
- Processed payments via phone for various services.
- Improved customer retention through implementation of loyalty programmes.
- Demonstrated respect towards customers during all interactions.
- Provided technical support that enhanced overall user experience.
Education
High School Diploma -
Centro Educativo Lázaro Cárdenas S.C.
2013.03 - 2014.03
Skills
- Virtual training expertise
- Training and Development
- Microsoft Teams training delivery
- Floor Support & Team Coaching
- Talent development
- Performance evaluation
- Feedback management
- Constructive feedback delivery
- Proficient in troubleshooting and resolving complex technical issues
- Helpdesk operations
- Salesforce CRM
- Skilled in upselling, cross-selling, and driving revenue growth
- Problem-solving
- Analytical
- Strong written communication
- Effective verbal articulation
- Product knowledge
- Multi-tasking
- Complaint handling
- Active listening
- Strong interpersonal skills
- Team Leadership
- Remote teamwork
- Strategic sales knowledge
- Mentoring aptitude
- Remote teamwork
Languages
English
Proficient (C2)
Spanish
Proficient (C2)
Affiliations
- Reading, playing soccer, playing video games, watching movies
Timeline
Sales representative
Porch Group
2025.08 - 2026.01
On-the-Job Trainer (OJT)
Ttec (Dish)
2017.07 - 2025.08
Advanced Technical Support
Ttec (Dish)
2016.06 - 2017.07
Frontline Customer Service
Ttec (Dish)
2015.09 - 2016.03
High School Diploma -
Centro Educativo Lázaro Cárdenas S.C.
2013.03 - 2014.03
Customer service representative
Telvista (AT&T U-Verse)
2012.02 - 2015.06