Luis Alberto Gonzalez Moreno
Tijuana,BCN
Summary
I'm dynamic and very experienced with a proven track record in customer service and process implementation. My critical thinking and problem-solving abilities have significantly enhanced operational efficiency and client satisfaction. I have a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty.
Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Caliente
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving complaints and conflicts.
- Met customer call, chat and email guidelines for service levels, handle time and productivity.
- Resolve doubts regarding betting markets and clarify results based on our betting rules.
- Detailing account balances and profits earned.
- Handled escalated emails efficiently, finding satisfactory resolutions for the costumer about wrong settlements, verifications or game issues.
- Compliance with established metrics.
Real Estate Agent
Century 21
01.2022 - 01.2023
- Been Liaised between buyers and sellers to provide positive experiences for both parties.
- Marketed and sold properties for clients by hosting open houses and advertising online.
- Communicated with clients to understand property needs and preferences.
- Negotiated favorable contract terms for clients, resulting in higher satisfaction rates and repeat business.
- Gather documentation for sales closings and contract signings.
- Coordinated appointments to show tenants and buyers prospective homes.
- Reviewed and executed confidential documents, contracts and disclosures.
Financial Services Representative
Banamex
06.2021 - 01.2022
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Identified opportunities to cross-sell products, resulting in increased revenue for the bank.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Advised clients on financial matters and recommended investments.
Credit Representative
Azteca Bank
05.2019 - 02.2021
- Managed a diverse a customer portfolio of credit accounts, ensuring timely payments.
- Assessed client creditworthiness by reviewing financial statements, bank references, payroll statements and payment capacity.
- Negotiated payment plans and loan terms with delinquent customers.
- Made decisions and recommendations about extending lines of credit.
- Handling upset customers and clarifying doubts regarding their credit lines.
- Educated clients about responsible use of credit, promoting sound financial habits that benefit both the customer and the company.
Manager
Mr Jeff
09.2018 - 05.2019
- Processing of business operation permits.
- Improved safety procedures to create safe working conditions for workers.
- In charge of purchasing the necessary tools and furniture to set up the business.
- Dealing with suppliers of materials and services.
- In charge of staff recruitment.
- Cost control.
- Direct contact with the franchise managers.
- Improved marketing to attract new customers and promote business.
- Training in the process and implementing programs to train new employees.
Operations Supervisor
Flex Medical
09.2016 - 09.2018
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of the standard production.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Organized spaces, materials and work tools to assure a productive environment.
- Follow-up of the career plan of the employees under my organization.
- Ensure compliance with the production plan and metrics imposed for cost control.
- Work with quality and engineering teams when implementing corrective and process improvement plans.
- Handling reports and attending meetings with the entire operational and management team.
- Implement corrective and preventive action plans, as well as ensure proper employee training.
Operations Trainer
Flex Medical
01.2016 - 09.2016
- To be in charge of the training of operational personnel and the registration and safekeeping of each individual's certifications.
- Review and update of operating procedures.
- Plan training programs, ensuring low impact on production plans.
- Support to production supervisors in operator career and certification programs.
- Evaluated trainee performance consistently, providing constructive feedback and coaching as needed to drive continuous improvement.
- Ensure the correct follow-up of production procedures and avoid any possible deviation in the process.
QA Inspector
Flex Medical
03.2015 - 01.2016
- Completed precise measurements using special tools.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Updated quality control records and reports.
- Enhanced production efficiency by implementing effective QA processes and procedures.
- Reduced defect rates by closely monitoring production processes and promptly addressing any deviations.
- Communicated with production team members about quality issues.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Inspected incoming and outgoing materials for accuracy and quality.
Education
No Degree - Engineering
Universidad Autonoma De Baja California
Tijuana, Baja California, MexicoBachelor - Software Programming
Colegio De Estudios Cientificos Y Tecnologicos
Tijuana, Baja California, Mexico07-2014
Skills
- Process implementation
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Detect opportunity areas
- Quality Control
- Personnel management
- Corrective action plans
Timeline
Customer Service Representative
Caliente
01.2023 - Current
Real Estate Agent
Century 21
01.2022 - 01.2023
Financial Services Representative
Banamex
06.2021 - 01.2022
Credit Representative
Azteca Bank
05.2019 - 02.2021
Manager
Mr Jeff
09.2018 - 05.2019
Operations Supervisor
Flex Medical
09.2016 - 09.2018
Operations Trainer
Flex Medical
01.2016 - 09.2016
QA Inspector
Flex Medical
03.2015 - 01.2016
No Degree - Engineering
Universidad Autonoma De Baja California
Bachelor - Software Programming
Colegio De Estudios Cientificos Y Tecnologicos
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