Summary
Overview
Work History
Education
Skills
Timeline
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Julio Alexander Cardenas Torres

Tijuana, Baja California.,Baja California

Summary

Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Overview

16
16
years of professional experience

Work History

Customer Service Supervisor

Voxcentrix
05.2024 - 05.2025
  • Supervised customer service team, ensuring high-quality support and adherence to company policies.
  • Implemented training programs for staff, enhancing product knowledge and service skills.
  • Analyzed customer feedback to identify trends, driving improvements in service delivery.
  • Developed and maintained standard operating procedures for efficient customer interactions.
  • Monitored performance metrics, providing regular feedback to team members for continuous improvement.

Bilingual Customer Service Representative

Printfly Corporation
06.2023 - 06.2024
  • Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
  • Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
  • Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
  • Processed orders accurately and promptly, ensuring timely delivery of goods and services.
  • Utilized multiple computer systems to access customer accounts, process payments, update account status.

IT Help Desk Analyst 1

Integer Holdings
09.2021 - 06.2023
    • Remote user support
    • Installation, configuration, and solution to software problems
    • Ticket systems manage
    • VPN administration.
    • Provided technical support to customers over the phone and email.
    • Identified customer needs and provided solutions in a timely manner.
    • Reported and tracked service requests using ticketing system.
    • Researched, diagnosed, troubleshot, and identified solutions for customer issues.
    • Assisted customers with basic software and hardware setup and configuration.
    • Installed software applications on user systems according to company policies.
    • Performed remote diagnostics on user systems to resolve problems quickly.

Customer Service Supervisor

CBG Contact Solutions
04.2020 - 08.2021
  • Client care by phone, chat, and email.
  • Provided guidance and advice on loan options to customers.
  • Developed customized financial plans for clients based on their individual needs.
  • Negotiated terms of loans with customers to ensure a fair agreement was reached between both parties.
  • Maintained detailed records of all loan transactions from origination to closure.
  • Managed customer portfolios and provided regular updates regarding changes in the marketplace that may affect them.
  • Assisted customers with questions or issues related to their existing loans or loan applications.
  • Analyzed financial data from borrowers in order to assess risk levels associated with each loan application.
  • Facilitated the processing of approved loans by coordinating funding requests with lenders.
  • Verified client financial information to determine creditworthiness and loan eligibility.
  • Trained and mentored staff on best practices for customer engagement and issue resolution.
  • Coached employees through day-to-day work and complex problems.

Financial Service Supervisor

Bail Hotline Bail Bonds
04.2016 - 12.2020
    • Monitor accounts on a daily basis.
    • Identify outstanding account receivables.
    • Investigate historical data for debts and bills.
    • Take actions in order to encourage timely payments.
    • Managed accounts receivable, collections and credit activities for a large customer base.
    • Developed procedures to ensure timely collection of payments from customers.
    • Analyzed customer payment trends and developed strategies to reduce overdue accounts.
    • Created reports for management on past due accounts and delinquency rates.
    • Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
    • Responded to customer inquiries about billing issues, account status, and payment options.
    • Resolved escalated disputes between customers and the company concerning collections matters.
    • Provided mentorship and training to junior staff on best practices in financial management and analysis.

Technical Support Agent

Telvista
04.2009 - 05.2015
    • Technical support by phone, chat, and email.
    • Basic troubleshooting for network connectivity issues.
    • Provided technical assistance to customers via phone and email, troubleshooting issues with software applications.
    • Resolved customer inquiries in a timely manner, ensuring satisfaction and understanding of the issue.
    • Maintained accurate records of customer interactions, documenting solutions and updates to existing issues.
    • Developed knowledge base articles for common support requests to be used as reference material.
    • Created user accounts on various systems following established procedures.
    • Monitored incoming emails to ensure that all inquiries were responded to promptly.
    • Documented processes related to customer support operations for future reference purposes.
    • Analyzed system logs and identified potential areas of improvement or optimization opportunities.
    • Provided feedback on existing processes and suggested improvements where necessary.

Education

Certificate of Technical Studies - Data Science

UVM
CDMX
02.2025

Associate of Arts - Business Administration

Santa Ana College
Santa Ana, California
01.2009

Skills

  • Detail-oriented organization
  • Meticulous attention to detail
  • Experience in customer success
  • Training and mentoring
  • Strong analytical thinker
  • Team leadership

Timeline

Customer Service Supervisor

Voxcentrix
05.2024 - 05.2025

Bilingual Customer Service Representative

Printfly Corporation
06.2023 - 06.2024

IT Help Desk Analyst 1

Integer Holdings
09.2021 - 06.2023

Customer Service Supervisor

CBG Contact Solutions
04.2020 - 08.2021

Financial Service Supervisor

Bail Hotline Bail Bonds
04.2016 - 12.2020

Technical Support Agent

Telvista
04.2009 - 05.2015

Certificate of Technical Studies - Data Science

UVM

Associate of Arts - Business Administration

Santa Ana College

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Julio Alexander Cardenas Torres