Luis Fernando Gaytan
Tijuana
Summary
Detail-oriented professional with experience in sales coordination, customer experience, and process improvement. Proven ability to manage cross-functional collaboration, optimize workflows, and deliver data-driven insights. Skilled in tools such as NetSuite and Zendesk, with a track record of supporting operational efficiency in remote environments. Bilingual in English and Spanish, with strong adaptability and problem-solving skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Gel Blaster Inc
Remote
10.2023 - Current
- Implemented a customer-facing knowledge base, reducing support inquiries enhancing the customer experience.
- Collaborated with Product Compliance and Marketing teams to validate and improve customer-facing resources, ensuring accurate and helpful documentation.
- Analyzed and presented Customer Satisfaction (CSAT) and Net Promoter Score (NPS) metrics, providing actionable insights to improve product and service quality.
- Managed customer inquiries and escalations using Zendesk, maintaining high response quality and resolution efficiency.
- Developed onboarding materials for new Customer Experience team members, streamlining the integration process and ensuring team alignment.
- Provided product feedback and insights, compiling sales and return reports from Amazon Seller Central to inform strategic decisions.
International Sales Coordinator
Gel Blaster Inc
Remote
07.2023 - 10.2023
- Coordinated communication between departments to ensure the timely fulfillment of customer orders.
- Generated documents such as commercial invoices and packing lists using NetSuite.
- Provided administrative support to the marketing team for product certifications and compliance.
- Delivered weekly reports on order progress to sales, logistics, and finance teams.
Internal Help Desk
Grupo Telvista S.A. de C.V.
Tijuana
03.2021 - 06.2022
- Supervised and trained new technical support agents, enhancing onboarding efficiency.
- Addressed team inquiries to ensure smooth operations.
- Developed strategies to improve sales and service skills within the team.
Education
BBA - International Business
Universidad Autónoma De Baja California
Tijuana, B.C., MexicoSkills
- Fast Learner and Adaptability
- Customer Experience Management
- Process Improvement
- Team Leadership and Collaboration
- Data Management and Analysis
- Project Coordination
- Task Prioritization and Time Management
- Bilingual Communication (English/Spanish)
Certification
- Google Project Management Certificate
Issued by Coursera, June 2024
Comprehensive course covering project management principles, tools, and best practices.
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Customer Experience Specialist
Gel Blaster Inc
10.2023 - Current
International Sales Coordinator
Gel Blaster Inc
07.2023 - 10.2023
Internal Help Desk
Grupo Telvista S.A. de C.V.
03.2021 - 06.2022
- Google Project Management Certificate
Issued by Coursera, June 2024
Comprehensive course covering project management principles, tools, and best practices.
BBA - International Business
Universidad Autónoma De Baja California
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