RONY STEVE MANZO ESTRADA
Ecatepec
Summary
Team player who is proactive and hardworking, with a focused mentality. Multilingual and fluent in Spanish and English, with a strong grasp of cultural differences. Looking forward to taking on a new challenge with a successful team. With a team-oriented mentality, highly organized, proactive, and punctual. Motivating leader who has built and managed teams in the past. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
18
18
years of professional experience
Work History
Associate Marketing Specialist
FedEx Kinkos
03.2006 - 09.2007
- Identified appropriate marketing channels and target customers for campaigns.
- Shadowed senior personnel on complex marketing pursuits to build skills set.
- Updated customer database and generated lists and counts for direct marketing projects.
- Met with vendors to assess products, inquire about services and negotiate pricing.
- Shipped samples to potential clients and kept appropriate amount of samples on hand for meetings, customer presentations and for sales team use.
Technical Technician
TTEC México
06.2019 - 12.2020
- Conducted telephone consultations to better understand user issues, go over testing scripts, and ask probing questions to find root causes
- Helped streamline procedures for future technical support actions by documenting repair processes
- Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations
- Responded to user requests for assistance and guided them through basic troubleshooting tasks
- Help with account clarification.
Corporate Trainer
Call Center Services International (Reforma)
06.2021 - 12.2022
- Defined and articulated learning outcomes, including measurements, performance metrics, and changes to improve agent learning
- Gathered information about the company's goals and employee deficiencies in order to assess training needs
- Created training manuals, modules, and teaching aids that were effective
- Evaluated the effectiveness of programs and proposed changes to improve their effectiveness
- Kept track of everyone's attendance and participation
- Was in charge of writing, updating, and implementing training procedures
- Held online and conference call training sessions to accommodate off-site employees
- Properly allocated resources, budgets, inventories, training support, and team-building materials to increase overall productivity.
Collections Agent
AT&T
03.2023 - 10.2023
- Devised repayment plans based on the financial situation of account holders and their ability to repay
- Answered inbound calls and generated quotes for callers by providing product and service information
- Complied with privacy and security requirements
- Collected on past due accounts
- Was in charge of daily collections and accounts receivable activities, as well as developing solid strategies for increasing collections.
Education
No Degree - Especialista En Infomatica
UNIVERSITARIO Conversa
Estado De México, MX 02.2025
High School -
Los Angeles High School
Los Angeles, CA01.1999
Skills
- Customer service
- Planning and coordination
- Call center experience
- Supervision
- Team building
- Exceptional telephone etiquette
- Microsoft Office 365
- Excel and PowerPoint 70%
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Collections Agent
AT&T
03.2023 - 10.2023
Corporate Trainer
Call Center Services International (Reforma)
06.2021 - 12.2022
Technical Technician
TTEC México
06.2019 - 12.2020
Associate Marketing Specialist
FedEx Kinkos
03.2006 - 09.2007
No Degree - Especialista En Infomatica
UNIVERSITARIO Conversa
High School -
Los Angeles High School
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