Vidal Carrillo
Nogales
Summary
5 years of customer service experience, with a passion for providing exceptional support and ensuring customer satisfaction. Dedicated to identifying customer needs and delivering effective solutions to all problems.
Overview
7
7
years of professional experience
Work History
Maintenance Planner
Transportes Internacionales JCV
09.2023 - Current
- Developed preventive maintenance schedules to enhance equipment reliability and minimize downtime.
- Coordinated maintenance activities across various departments, ensuring alignment with operational goals.
- Analyzed work order data to identify trends and improve maintenance efficiency.
- Collaborated with cross-functional teams to implement process improvements for maintenance workflows.
- Facilitated communication between maintenance teams and management to ensure project alignment and resource allocation.
- Created detailed work orders specifying required tasks, materials, tools, and resources for efficient execution by technicians.
Customer Care Representative (Tier 2)
Teleperformance
05.2019 - 05.2023
- Took inbound calls from escalated customers, that needed further assistance and/or out of policy resolutions, applying soft-skills, empathy and de-escalation techniques.
- Compiled reports on customer service metrics and trends, providing insights to management.
- Developed and implemented a customer feedback survey that identified areas for improvement in customer experience.
- Developed customer service scripts to ensure consistent customer service across all customer service channels.
Customer Care Representative
Teleperformance
09.2018 - 05.2019
- Took inbound calls to assist customers with their concerns and/or requests and made outbound calls to other parties if needed.
- Drafted customer service emails and letters to address customer inquiries and concerns.
- Experienced on providing assistance via chat.
Education
Business Administration -
Universidad de Sonora
05.2020
Skills
- Ability to Multitask
- Microsoft Office
- Adaptability
- Ability to Work in a Team
- Computer Skills
- Customer Service
- Communication Skills
- Maintenance strategies
- Asset management
- Schedule management
- Compliance verification
Languages
Spanish Native speaker
English Highly proficient
Timeline
Maintenance Planner
Transportes Internacionales JCV
09.2023 - Current
Customer Care Representative (Tier 2)
Teleperformance
05.2019 - 05.2023
Customer Care Representative
Teleperformance
09.2018 - 05.2019
Business Administration -
Universidad de Sonora
Flag Football League Manager
Vice President at Liga Flag Nogales, a local Flag Football League with over 80 teams in different categories.