Mario Pelayo
Full Stack Developer
Zapopan,JAL
Summary
I am a passionate and driven developer with a strong foundation in modern web technologies, including React.js, Node.js, Next.js, JavaScript, MongoDB, and PostgreSQL. My journey into the tech industry has been both exciting and challenging, and I thrive in environments that push me to learn and grow.
Positive, upbeat individual with strong leadership qualities and excellent interpersonal skills. Thorough understanding of customer service principles and adept at managing conflict resolutions and enhancing team performance. Dedicated to driving customer satisfaction and fostering collaborative team environment.
Overview
10
10
years of professional experience
2
2
Languages
6
6
years of post-secondary education
Work History
Customer Service Team Lead
Rapido Solutions
01.2022 - 11.2022
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
Collections Agent
AT&T
01.2018 - 12.2021
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Customer Service Operations Supervisor
Teleperformance
01.2013 - 12.2017
- Quality assurance of every customer interaction
- Reduced employee turnover by creating a positive work environment and offering opportunities for professional growth.
- Optimized scheduling practices to maximize staff availability during peak service hours while minimizing overtime costs.
- Enhanced team productivity by providing consistent coaching, feedback, and performance evaluations.
Education
Bachelor of Arts - Psychology
01.2011 - 11.2015
Learned Techniques from Cognitive Behavioral Therapy.
Associate of Science - Full Stack Development
12.2023 - 12.2024
Skills
Customer service
Phone
+52, 3314131399
Timeline
Dev.F Programming School - Associate of Science, Full Stack Development
12.2023 - 12.2024
Customer Service Team Lead - Rapido Solutions
01.2022 - 11.2022
Collections Agent - AT&T
01.2018 - 12.2021
Customer Service Operations Supervisor - Teleperformance
01.2013 - 12.2017
UAG - Bachelor of Arts, Psychology
01.2011 - 11.2015
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