Thelma Nayely Guerra Rodriguez
Data Integrity Representative
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Bilingual Customer Service Representative
Teleperformance
05.2024 - 03.2025
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Oversaw social media channels to fulfill fan and customer inquiries.
Bilingual Customer Service Representative
Beliveo
08.2023 - 12.2023
- Provided customer service for a brokage company to get customer´s auto insurance.
- Strengthened grasp of insurance technical terminology
- Managed high volume of outbound calls for payment reminders.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Facilitated reduction in customer complaints by swiftly identifying and addressing root causes of dissatisfaction.
Sales Supervisor
Global Telesourcing Mexico, S. De R.L. De C.V
06.2023 - 08.2023
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Effectively coached team members to reach weekly and monthly sales goals.
- Led team of 10 agents in driving sales of timeshare properties.
Operations Coordinator
Beliveo
03.2022 - 11.2022
- Improved employee performance by implementing training programs and conducting regular performance reviews.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Oversaw alignment of 8 supervisors and around 200 agents in pursuit of KPI objectives as a campaign.
Supervisor
Beliveo
04.2021 - 04.2022
- Supervised up to 25 agents ensuring KPI goals aligned with company expectations, consistently striving for overachievement.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Operational Assistant
Carrier UTEC
05.2019 - 06.2020
- Facilitated cross-functional collaboration, fostering a positive work culture that encouraged innovation and growth.
- Managed daily operations, maintaining an organized office environment for efficient workflow.
- Streamlined operational processes by identifying inefficiencies and implementing strategic solutions.
- Assisted in the development of new policies and procedures, ensuring compliance with industry standards and best practices.
- Solved problems timely and effectively, ensuring production satisfaction.
- Completed daily logs for management review.
Education
High School Diploma -
CER Santa
Santa Catarina, Nuevo León, Mexico01-2017
Skills
Empathy and patience
Time management
Multitasking
Problem-solving aptitude
Decision-making
Proactive team engagement
Timeline
Bilingual Customer Service Representative
Teleperformance
05.2024 - 03.2025
Bilingual Customer Service Representative
Beliveo
08.2023 - 12.2023
Sales Supervisor
Global Telesourcing Mexico, S. De R.L. De C.V
06.2023 - 08.2023
Operations Coordinator
Beliveo
03.2022 - 11.2022
Supervisor
Beliveo
04.2021 - 04.2022
Operational Assistant
Carrier UTEC
05.2019 - 06.2020
High School Diploma -
CER Santa
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