Office
Mauricio Armando Horta Juarez Duarte
Bussines Administration
Mexico City,CDMX
Summary
Driven Customer Service with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
37
37
years of professional experience
30
30
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Customer Service Executive
AVANTEL S.A.
México, City, CDMX
03.1998 - 11.2022
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Maintained financial accounts by processing customer adjustments.
- Submitted reports to management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.
- Described product and service details to customers to provide information on benefits and advantages.
- Marketed additional products and services complementing customers' current offerings and adding value.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Received payment information from customers and implemented it carefully into system to alleviate errors.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Modified and refined offerings and operational practices to meet changing customer requirements.
Customer Service Supervisor
AXTEL S.A.
MEXICO, CITY, CDMX
11.2009 - 03.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Created customer support strategy to increase customer retention.
- Resolved account issues to build rapport and relationships with clients.
- Assessed and authenticated customer exchanges, voids and returns.
- Standardized office structures and processes to promote collaboration and increased performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Education
GED -
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO
CDMX 11.1994 - Current
High School Diploma -
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO
MEXICO, CITY 11.1991 - 08.1994
Skills
Issue escalation
Relationship building
Documentation and notes
Online chat and email
Satisfaction monitoring
Coaching and mentoring
Company policy adherence
Workflow planning
Documentation and control
Staff Management
Software
Certification
CAP - Certified Administrative Professional
Interests
Customer Service
Hiking
I like to take long walks in any place or weather
Timeline
CAP - Certified Administrative Professional
08-2011
Customer Service Supervisor
AXTEL S.A.
11.2009 - 03.2022
Customer Service Executive
AVANTEL S.A.
03.1998 - 11.2022
GED -
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO
11.1994 - Current
High School Diploma -
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO
11.1991 - 08.1994