Zendesk
Mauricio Valdez
Customer Product Support Manager
Monterrey
Summary
Experienced manager bringing 9 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Support Manager
Hopin
London
07.2020 - Current
- Led and executed customer support team strategy to reach company support goals.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Generated status and performance reports to facilitate continuous improvement.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Online ESL Tutor
iTutorGroup
Shanghai
07.2017 - 08.2020
- Applied in-depth understanding of course materials and tutoring tactics to help new students.
- Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
- Prepared students for English language standardized testing by providing strategies to overcome test anxiety and enhance academic capabilities.
- Communicated grammar rules clearly in easiest forms without overwhelming student.
Supervisor
Microsoft
Monterrey
12.2011 - 10.2019
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted routine inspections to check quality and compliance with established KPIs.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Interviewed, hired and trained new employees for production positions.
- Mentored newly hired employees on operating processes and developed training manual to use for reference.
ESL Professor
UVM
Monterrey
08.2015 - 06.2017
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Developed activities and integrated technology to diversify instruction.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Created new lesson plans based on course objectives.
- Designed seasonal programs emphasizing vocabulary, pronunciation and reading comprehension.
Education
Bachelor of Language Education - Education
USILACS
Ocala, Florida 08.2019 - 05.2022
Skills
Accomplished manager
Software
Intercom
Slack
Jira
Salesforce
Sendgrid
Klaus
StreamYard
Office Suite
G-Suite
Guru
Notion
Timeline
Customer Support Manager
Hopin
07.2020 - Current
Bachelor of Language Education - Education
USILACS
08.2019 - 05.2022
Online ESL Tutor
iTutorGroup
07.2017 - 08.2020
ESL Professor
UVM
08.2015 - 06.2017
Supervisor
Microsoft
12.2011 - 10.2019
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