Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Susana Martinez Ruiz

Coatepec, Veracruz

Summary

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.

Overview

9
9
years of professional experience

Work History

Subject Matter Expert

Qualfon Mexico
10.2022 - Current
  • Supported teams in continuous delivery of quality training product information, improving usage of tools and introducing tips and best practices.
  • Analyzed training problems, identifying root causes and developing solutions.
  • Collaborated with management to identify and prioritize new development concepts.
  • Monitored and tracked user progress to identify improvement opportunities.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
  • Improved user productivity and efficiency through system training and support.

Call Center Customer Service Representative

Qualfon Mexico
04.2022 - 10.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.

Call Center Representative

Teleperformance
12.2021 - 04.2022
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Customer Service Cashier

OXXO
08.2018 - 11.2020
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer service goals and exceeded customer expectations.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Processed customer orders and accurately handled payment transactions.
  • Developed and managed relationships with customers to increase customer loyalty.

Electoral Officer

Instituto Electoral De Tamaulipas
06.2018 - 08.2018
  • Distributed ballots to voters and answered questions concerning voting procedures.
  • Collected necessary information from voters to determine correct voting location and ballot.
  • Counted over 5000 ballots to prepare official reports of election results.
  • Obtained signatures and recorded names of voters to prevent voting of unauthorized persons.
  • Furnished assistance and advice to new voters on proper steps and procedures.
  • Created fair, non-partisan environment to protect free choice of voters.
  • Coordinated with two 5-member teams to verify proper placement and quantities of ballots and equipment.

Factory Production Worker

REMAN Caterpillar
03.2015 - 10.2016
  • Supported production needs by performing routine tasks using standard procedures and equipment.
  • Inspected materials before assembly to verify compliance of quality control standards.
  • Operated 10 machines proficiently and in compliance to safety standards.
  • Inspected final products to assess compliance with quality standards and established tolerances.
  • Utilized hand tools and power tools to assemble products, practicing safety measures.
  • Demonstrated proper use of equipment to newly hired employees to avoid workplace injuries.
  • Used equipment properly to avoid workplace hazards or injuries.
  • Located and resolved problems with team production and performance to maintain consistent quality levels.
  • Kept accurate and detailed records of personnel progress and productivity.
  • Collaborated with internal teams to streamline operations across materials handling, production, and shipping.

Education

No Degree - Mechatronic Engeenering

Universidad Tecnológica De Nuevo Laredo
Blvd. Universidad 3302, Blanca Navidad, 88205
07.2017

High School Diploma -

CBTis 137
Quinta Ave. No. 100 88275 Nuevo Laredo, Tamps.
07.2013

Skills

  • Project Planning
  • Improvement Plan Knowledge
  • Process Analysis
  • Analytical Thinking
  • Idea Development and Brainstorming
  • Disaster Recovery Planning
  • Audit Reporting
  • Problem Resolution
  • Cultural Awareness

Languages

English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
French
Upper intermediate (B2)

Timeline

Subject Matter Expert

Qualfon Mexico
10.2022 - Current

Call Center Customer Service Representative

Qualfon Mexico
04.2022 - 10.2022

Call Center Representative

Teleperformance
12.2021 - 04.2022

Customer Service Cashier

OXXO
08.2018 - 11.2020

Electoral Officer

Instituto Electoral De Tamaulipas
06.2018 - 08.2018

Factory Production Worker

REMAN Caterpillar
03.2015 - 10.2016

No Degree - Mechatronic Engeenering

Universidad Tecnológica De Nuevo Laredo

High School Diploma -

CBTis 137

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Susana Martinez Ruiz