Sahid Gil Morales
Paseos De Churubusco
Summary
Professional with over 15 years of experience in operations management, technical support, customer service, project administration, and team leadership. Specialized in managing technical incidents, process optimization, and negotiation with internal and external clients. Fluent in advanced English (conversational, technical, and business) with advanced skills in Windows 10, Microsoft Office, and intermediate knowledge of SQL Server. Certified in Lean Six Sigma Green Belt and Project Management, with a strong ability to translate technical language for non-technical audiences.
Overview
19
19
years of professional experience
1
1
Language
Work History
Engineering Case Specialist
Zebra Technologies
05.2017 - 11.2024
- Managed escalations of Firmware and Hardware Engineering issues as an Incident Manager, resolving cases identified as system errors, design flaws, or manufacturing issues after passing through technical support levels (L1 - L3).
- Collaborated with multidisciplinary teams to ensure effective solutions and customer satisfaction.
Contact Center Coordinator
Grupo KC
04.2016 - 04.2017
- Established a telemarketing call center from scratch, designing processes, strategies, structure, and performance metrics.
- Trained agents responsible for contacting the insured database to promote new sales and developed mechanisms for collections to keep policies up to date.
- Increased customer retention and operational efficiency of the center.
Operations Supervisor
Grupo Iusacell
05.2009 - 02.2016
- Led ISP projects for the Contact Center, overseeing individual and collective team performance.
- Maintained overall abandonment rates below 2% and proposed operational improvement projects.
- Managed results and ensured compliance with strategic objectives.
Help Desk - Systems Support
Grupo Iusacell
08.2005 - 04.2009
- Part of a team specialized in consulting, analysis, correction, and escalation of issues in systems and databases in production environments.
- Collaborated in resolving critical errors, improving system stability.
Education
Bachelor, Incomplete - Computer And Information Sciences
UVM
Coyoacán, CDMXGreen Belt In Lean Six Sigma - Optimization
Zebra Technologies
CDMX12.2022
Project Management Specialist - Optimization
UVM
Coyoacán, CDMX08.2019
Programmer Analyst - Technical Degree - Computational Science
CCPM
CDMX07.2008
Skills
Advanced knowledge of Windows 10
Timeline
Engineering Case Specialist
Zebra Technologies
05.2017 - 11.2024
Contact Center Coordinator
Grupo KC
04.2016 - 04.2017
Operations Supervisor
Grupo Iusacell
05.2009 - 02.2016
Help Desk - Systems Support
Grupo Iusacell
08.2005 - 04.2009
Bachelor, Incomplete - Computer And Information Sciences
UVM
Green Belt In Lean Six Sigma - Optimization
Zebra Technologies
Project Management Specialist - Optimization
UVM
Programmer Analyst - Technical Degree - Computational Science
CCPM
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