Manuel Alejandro Romero Lopez
Hermosillo, Sonora,SON
Summary
Professional with more than 10 years of experience on the call center industry capable of make decisions based on client and company needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance
07.2012 - 12.2012
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Supervisor of Operations
Teleperformance
01.2013 - 11.2016
- Coordinated cross-functional teams, ensuring successful completion of projects and meeting deadlines.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
Floor Manager
Teleperformance
11.2016 - 05.2021
- Enhanced team performance through regular training, mentoring, and constructive feedback.
- Evaluated staff performance regularly to identify areas for improvement or commendation.
- Coordinated with other departments to ensure seamless workflow across all areas of the operation.
Account Manager
Teleperformance
05.2021 - 06.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Developed customized account plans for clients to help them achieve their business goals.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Improved overall team productivity by implementing best practices in organization and time management.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
Customer Service Representative
RUI
07.2023 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Administrative Studies - Business Administration
UES
Hermosillo, Sonora, Mexico06.2023
Skills
- Account Updating
- Report Generation
- Product Knowledge
- Complaint Resolution
- Staff Education and Training
- Team Development
- Product and Service Solutions
- Customer Service
Certification
Lean Six Sigma International Certifications:
- Yellow Belt Certification
- Green Belt Certification
- Black Belt Certification
Timeline
Customer Service Representative
RUI
07.2023 - 09.2023
Account Manager
Teleperformance
05.2021 - 06.2023
Floor Manager
Teleperformance
11.2016 - 05.2021
Supervisor of Operations
Teleperformance
01.2013 - 11.2016
Customer Service Representative
Teleperformance
07.2012 - 12.2012
Bachelor of Administrative Studies - Business Administration
UES