Michael Alexander Reyes
Atotonilco de Tula
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Customer-focused Mentor with experience in customer service, loyalty management, and virtual learning support. I began at NRG as a Customer Care Representative and was promoted to Customer Loyalty Representative, handling customers with five or more years of loyalty and strengthening long-term relationships through trust and exceptional service.
My performance in sales, retention, and coaching led to a promotion to Virtual Learning Coordinator, supporting trainers, facilitating workshops, and monitoring agent progress. After collaborating successfully with teams in India, I advanced to Mentor for India, guiding new talent and supporting operational performance across regions.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Mentor
NRG
02.2026 - Current
- Offered constructive feedback on agent progress, enabling them to refine their skills and enhance their potential.
- Tailored action plans based on individual agent needs to achieve better results to meet the KPIs and client expectations.
- Monitored agent performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
Virtual Learning Coordinator
NRG
12.2025 - 02.2026
- Conducted thorough evaluations of training effectiveness through surveys, feedback sessions, side by side sessions, and performance metrics analysis.
- Evaluated employee performance and identified skill gaps, developing targeted training sessions to address specific needs.
- Assisted various trainers with their classes by facilitating topics, sales workshops and daily debriefs to ensure metrics improvement.
Customer Loyalty Representative
NRG
02.2025 - 12.2025
- Identified opportunities for upselling relevant products or services, increasing sales revenue.
- Established rapport with clients during interactions, promoting long-term relationships built upon trust and dependability.
- Conducted thorough research into account history when resolving customer issues, ensuring a great customer retention by providing the best solution.
Costumer Service Agent
Decode Costumer Service Strategy
10.2022 - 01.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated loyalty programs features and benefits, helping customers make informed decisions about their points exchange.
Education
High School Diploma -
05.2001 -
Skills
Skill development
Teamwork and collaboration
Virtual training
Negotiation
Retention strategies
Upselling strategies
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Mentor - NRG
02.2026 - Current
Virtual Learning Coordinator - NRG
12.2025 - 02.2026
Customer Loyalty Representative - NRG
02.2025 - 12.2025
Costumer Service Agent - Decode Costumer Service Strategy
10.2022 - 01.2025
Universidad Tecnológica De México - High School Diploma,
05.2001 -