Ricardo Guerrero
Tijuana
Summary
Hard working dedicated and task oriented with flexibility to accomplish all tasks assigned and at hand. Focus on completion of the assigned tasks can work well in a team environment but also independently. Family oriented as a single father of two children.
Overview
20
20
years of professional experience
Work History
PMO Assistant
Wagento
10.2023 - 02.2025
- Worked with our Project Management team under direct orders from the Director of Operations, under the Jira system, we worked with Agile projects, I was in charge of reporting on all projects managed by the team, specifically project health, budget health, projected hours on a monthly and sprint bases, worked on by-weekly billing to our customers, bi-weekly hourly reports sent to our accounts
- Also worked hand in hand with the Sales team to ensure we had renewal contracts ready for accounts that had a service desk support contract with us, and with the marketing department to send out our monthly CSAT surveys
Dispatcher
GoWitz (Anna Karenina Campos Barcenas)
06.2021 - 06.2023
- Mexican affiliate company of PTS inc. (Premium Transport Staffing), based out of Ontario Ca.
- Planned, organized, and managed work of commercial truck drivers that were assigned to clients
- Directed dispatching, routing, and tracking of assignments for Day-to-day, seasonal and Temp to hire roles
- Monitored dispatch board to ensure deadlines, start and end of assignments, punctuality and work life balance of drivers
- Maintained updated and detailed records of calls in physical and electronic database
- Liaison between clients and company to ensure client needs are being kept and maintained
Key Account Manager
DJ ORTHOPEDICS DE MEXICO
08.2019 - 06.2021
- Part of the Dr
- Comfort account for DJO, as a KAM (Key Account Manager I am in charge of managing 12 customer accounts, where we need to make sure Order Entry is completed, billing inquiries and credits, help the accounts with forecasting, in charge of CI Continuous Improvement for Dr
- Comfort, update our internal data base, upload all documentation, create standard work process documentation for our accounts etc
Supervisor
BPO Solutions Group
06.2017 - Current
- Supervisor for Code Metro campaign, we provide Support to Account Managers which in turn provide support for doctors that work with autistic children, we ensure that billing is done correctly and assist will all of the back office support, among the services we provide are Billing, Posting Payments, Submit Corrected Claims, Appeals, Calls to Insurance Companies and Reporting
Training and QA Coordinator
Royal Contact Center
06.2016 - 12.2016
- Company Overview: Royal Contact Center was a brand new call center that had promised steady growth
- Royal Contact Center was a brand new call center that had promised steady growth they needed a QA rep that could build their structure from the ground up, at the same time within the interview they requested me to also manage Training and develop the training material and schedule for upcoming clients and help the IT department as needed based of my technical background
- Royal Contact Center was a brand new call center that had promised steady growth
Project Program Management Analyst
DELL Computer Services de Mexico
02.2011 - 12.2015
- Was part of the GSD (Global Service Desk) Team specializing in project startups and management, we provided services to companies based on their needs, to either build, or update their infrastructure, I worked with Project Managers that would have anywhere between 5 up to 50 projects at a time, ranging between $12,000.00 up to $50,000,000.00 in value, my tasks where to provide admin resource support, I would be in charge of managing billing/revenue recognition, resource acquirement (worked with 3rd party companies that where associated with DELL to request Consultants, Architects etc.) I was in charge of keeping tracks of schedules and life of project reporting on weekly and monthly basis
- Would provide analysis report on the health of the projects and other miscellaneous tasks
Customer Service Rep
WEST Corporation Mexico
11.2010 - 02.2011
- Provided technical support and customer service for ATT customers for prepaid services and PDF devices, we only received incoming calls, took payments, activation Legacy user support etc
T-Mobile Tech Support
TELETECH
05.2010 - 11.2010
- Provided technical support for blackberry and PDA devices for T-Mobile clients and basic customer service for payments and plan upgrades
IT
CCSI
01.2009 - 03.2010
- I spearheaded the IT department for CCSI as they started the company, there was no infrastructure and my task was to build and maintain it, I was the first point of contact for all vendors and IT related personal, in charge of creating user access, maintaining the server room, create structure cabling management, and VOIP management, contacting all our third party support and vendors that provided services
Training and QA
Telisimo International
01.2006 - 12.2007
- In charge of providing training and QA for all of D-Link networking products, my main tasks where to review training material for new employees and also listen to calls in order to maintain the quality of the calls and make sure all procedures where being followed to meet the standards that our clients requested, also in charge of refresher training for old and new products that came in, among the most common Routers, Switches, Access Points, Print Servers, Media Servers, IP cameras etc
Technical Support Verizon
Telvista Hipódromo
01.2005 - 01.2006
- Provided technical support for Verizon DSL customers
Education
Computer Tech - computer science
CONALEP Tijuana 1
Tijuana, Baja California02.2003
Skills
- MS Office
- PC Management
- Windows
- PC management Linux
Personal Information
Hobbies: Part of the Herp Community, breeding and keeping Ball Pythons., Video Games, Horror Movies
Timeline
PMO Assistant
Wagento
10.2023 - 02.2025
Dispatcher
GoWitz (Anna Karenina Campos Barcenas)
06.2021 - 06.2023
Key Account Manager
DJ ORTHOPEDICS DE MEXICO
08.2019 - 06.2021
Supervisor
BPO Solutions Group
06.2017 - Current
Training and QA Coordinator
Royal Contact Center
06.2016 - 12.2016
Project Program Management Analyst
DELL Computer Services de Mexico
02.2011 - 12.2015
Customer Service Rep
WEST Corporation Mexico
11.2010 - 02.2011
T-Mobile Tech Support
TELETECH
05.2010 - 11.2010
IT
CCSI
01.2009 - 03.2010
Training and QA
Telisimo International
01.2006 - 12.2007
Technical Support Verizon
Telvista Hipódromo
01.2005 - 01.2006
Computer Tech - computer science
CONALEP Tijuana 1
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