Luis Mahonri Enoc Segovia Pastrana
CDMX
Summary
Dynamic customer service professional with extensive experience at Teleperformance, adept at resolving complex issues and enhancing customer satisfaction. Proven problem-solver with strong product knowledge and active listening skills, contributing to significant sales growth and fostering loyalty through empathetic communication. Committed to delivering exceptional service in high-pressure environments.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Concentrix Services Mexico SA De CV
06.2025 - 08.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Teleperformance
05.2023 - 05.2025
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Storekeeper
Oxxo
07.2022 - 05.2023
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Received product shipments and organized in stockroom storage area.
- Improved inventory accuracy by conducting regular stock checks and maintaining updated records.
- Kept sales receipts and maintained accounting records.
- Ordered goods from various vendors to maintain store merchandise levels.
- Maintained a safe working environment with strict adherence to safety protocols and guidelines.
- Received, merchandised and arranged all shop items for visual display.
Delivery Driver
Uber Eats
01.2021 - 03.2022
- Completed on-time deliveries by choosing best and most efficient routes.
- Managed customer inquiries and complaints in polite and professional manner.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Delivered packages to customer doorsteps and business offices.
Shopkeeper
Wal-Mart De México, S.A.B. De C.V.
01.2019 - 02.2020
- Developed loyal customer base by building strong relationships through exceptional service and communication skills.
- Strengthened vendor relationships with prompt payment processing while effectively managing the shop''s budget constraints.
- Enhanced customer satisfaction by providing personalized service and product recommendations.
- Communicated with vendors to discuss order discrepancies, and returned damaged merchandise or incorrect orders.
Education
High School Diploma -
Bachillerato General Del Instituto De Competencias Educativa
Morelos 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Call center experience
Timeline
Customer Service Representative
Concentrix Services Mexico SA De CV
06.2025 - 08.2025
Customer Service Representative
Teleperformance
05.2023 - 05.2025
Storekeeper
Oxxo
07.2022 - 05.2023
Delivery Driver
Uber Eats
01.2021 - 03.2022
Shopkeeper
Wal-Mart De México, S.A.B. De C.V.
01.2019 - 02.2020
High School Diploma -
Bachillerato General Del Instituto De Competencias Educativa
05.2001 -
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