Miguel Ángel Olivares Padilla

Handled inbound customer inquiries related to delivery issues and missing items , Reviewed order details, verified the reports concerns , and provided appropriate resolutions . Processed cash refunds where applicable and issued appeasements in accordance with company policy . Ensured the customer was informed of the resolution details and expected refund timelines , resulting in a positive customer experience

• Collections Specialist2025.02 - 2025.09Intugo Vangtel (Tricolor Auto) Outbound Calls , Av Tizoc 97, Cd del Sol, 45050 Zapopan, Jal., Zapopan Jalisco· Billing and Collections duties· Car payments collections· Insurance collections· Late fees collections· Defferments (move car payments at the end of the contract ) applying them in specific Scenarios· Negotiating· Collect The total Amount Due· Collect the Past due amount· Billing· Customer service· Billing Disputes

• Collect The total Amount Due
• Collect the Past due amount
• Billing
• Customer service
• Billing Disputes

My labor at IBM,

3 of the most regular duties here,

I used to take calls related to Generalist, Hardware issues no escalation, needed

T1, more complex issues with Software related, escalation or dispatching might be required

T2 , Escalation needed most of the time with third party vendor and Dispatching might be required too, Regional Managaners approval needed Ticketing creation needed and administration steps needed too.

ServiceNow Used in these Activitivies with workday and Servicenow Admin , and Back end Administration Inbound calls , I helped Associates from Pharmacy ,

Supermarket ,E-commerce , Jewerly and Gas stations with hardware and Software issues , I supported associates with logging in and logging out issues such as resetting passwords resetting the accounts , check every single device , such SCO , registers handscanners, setup printerer scanners , wireless scales , fuel pumps , running checzap in the jewerly registers ETC , I used to help new hires with questions , call handling , Ticket creation needed . ServiceNow used with Wokday to enter Vacations , checking payslips , floating days , updating demographics , Insurance updates , etc , Phone software used Five 9,

• Train new workers of American express credit cards, service cards, virtual cards, corporate cards, Small Business cards; and how to prevent fraud on them, teach them actions and processes, how they can take phone calls inbound, outbound, (call-flow speeches, regulations), how to give an excellent customer service, how to improve opportunities, how to increase sales

Develp audits of calls with different profiles , make sure every single call gets the standards and special requirements , Set meetings to share feedback and opportunity areas , and improving the last score is a must-do in the sessios one to one, following-up an administrative rules too are spoken during these session , and make sure not to have any compliance flag or avoidance in the calls ,

• Advise clients with their accounts, protecting them with security protocols and personalized customer service, giving them an experience of elite fraud protection and service

• Sales of the most prestigious National and International designer brands, personalized attention and service to potential clients

• Sales of the most prestigious National and International designer brands, personalized attention and service to potential clients as well as credit card palace process, giving new-hire coaching, training for new sellers so that they acquire the necessary knowledge to carry out the prospecting of the client and the procedure

• Prospecting work visiting customers telemarketing, sales on company floor etc.

• Customer service and vacation package sales

• Receive and make phone calls in English to US to assist customers with their bills and technical support and the same time try to sale new line of business for example telephone and internet services upgrade their business packages and give them the best customer service

• Teaching English as a foreign language at high school level

• Teaching English at primary school level