Rosa Aurora Vallejo Mendoza
Bachelor of Administration
Zapopan,JAL
Summary
Accomplished Manager leveraging skills in Performance Management and Team Leadership to exceed performance targets and enhance customer satisfaction. Expert in Analytical Thinking and Conflict Resolution, achieving significant improvements in service delivery and team cohesion. Demonstrated success in fostering collaboration and driving innovative solutions, consistently achieving or surpassing departmental goals.
Overview
12
12
years of professional experience
Work History
Manager Contact Center Inbound
Rosa Vallejo
08.2021 - Current
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Established team priorities, maintained schedules, and monitored performance.
- Be part of cross-functional teams to achieve project goals, fostering collaboration and innovation.
CC Department Manager Premier
Rosa Vallejo
04.2017 - 08.2021
- Improved Premier profile customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Collaborated with other departments to ensure seamless coordination in achieving Advance objectives.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
CC Department Manager Advance
Rosa Vallejo
11.2014 - 04.2017
- Improved advance profile customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Developed and executed innovative promotions, driving increased sales.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Collaborated with other departments to ensure seamless coordination in achieving Advance objectives.
CC Department Manager Credit Card
Rosa Vallejo
05.2013 - 11.2014
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements about credit card.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Continuos feedback mechanisms, leading to significant improvements in customer service.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
Cc Voice Inbound Agent
Rosa Vallejo
01.2013 - 05.2013
- Customer service through the endorsement process or cancelation process about their insurance policies.
- Streamlined call handling processes to reduce average call duration while maintaining high-quality service.
- Handled time-sensitive inquiries effectively, minimizing delays between customer requests and appropriate resolutions.
- Provided exceptional customer service, leading to numerous positive reviews from satisfied clients.
- Exceeded performance metrics consistently by high level of policies retention
Education
Master of Science - Finance
Universidad De Guadalajara
Zapopan, Jalisco, Mexico 05.2001 -
Bachelor of Science - Administration
Universidad Veracruzana
Coatzacoalcos, Veracruz, Mexico 05.2001 -
Skills
Performance Management
Team Leadership
Analytical Thinking
Complex Problem-Solving
Key Performance Indicators
Teamwork and Collaboration
Work Planning and Prioritization
Negotiation and Conflict Resolution
Languages
English
Upper intermediate (B2)
Japanese
Elementary (A2)
French
Beginner (A1)
Timeline
Manager Contact Center Inbound
Rosa Vallejo
08.2021 - Current
CC Department Manager Premier
Rosa Vallejo
04.2017 - 08.2021
CC Department Manager Advance
Rosa Vallejo
11.2014 - 04.2017
CC Department Manager Credit Card
Rosa Vallejo
05.2013 - 11.2014
Cc Voice Inbound Agent
Rosa Vallejo
01.2013 - 05.2013
Master of Science - Finance
Universidad De Guadalajara
05.2001 -
Bachelor of Science - Administration
Universidad Veracruzana
05.2001 -