Summary
Overview
Work History
Skills
Timeline
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Yael Mendieta

Mexico City

Summary

A results-driven and customer-focused professional with a strong background in customer service, soft collections, and sales. Proven track record in enhancing customer satisfaction and driving revenue growth through performance-based strategies. Known for team leadership, quality assurance, and a data-driven, analytical approach to problem-solving. Experienced in delivering high-quality service to the North American market in fully English-speaking environments.

Overview

2
2
years of professional experience

Work History

Customer Support & Ticketing Specialist

MX CCS
06.2025 - 09.2025
  • Specialized in ticketing systems providing timely and accurate resolutions with strong follow-up skills to ensure customer satisfaction and closure of complex support cases.
  • Delivered high-quality chat and email support with a focus on first-contact resolution, maintaining an average response time and satisfaction score above KPIs.
  • Provided international shipping support, including customs inquiries, tracking escalations, and cross-border logistics assistance.
  • Advised customers on sport supplies and gear, offering tailored product recommendations based on specific athletic needs, usage scenarios, and performance goals.
  • Collaborated with internal departments (logistics, sales, and inventory teams) to resolve support tickets efficiently and escalate issues when necessary.

Customer Service & Collections Representative

CALL CENTER SERVICES INTERNATIONAL
12.2023 - 05.2025
  • Provided high-quality customer service and soft collections for North American clients.
  • Surpassed upselling and cross-selling targets consistently, securing performance bonuses.
  • Supported QA and coaching initiatives, boosting overall team performance and satisfaction.
  • Assisted Team Leader directly in his tasks as I was being prepared to be promoted to that position
  • Key Achievements:
  • Started to be trained for promotion to Team Lead
  • Ranked among top 5% in customer satisfaction and sales conversion scores.
  • Trained new team members, improving onboarding efficiency.
  • Introduced process improvements for collection workflows and client retention strategies.

Skills

  • Customer Experience Optimization
  • Soft Collections & Account Retention
  • Sales Strategy & Upselling
  • Team Coaching & Training
  • Quality Assurance & KPIs
  • CRM & Tech Tools Proficiency
  • Ticketing Specialized
  • Precise Customer Engagement
  • Strong Internal Communication
  • Spanish, English & Polish Languages

Timeline

Customer Support & Ticketing Specialist

MX CCS
06.2025 - 09.2025

Customer Service & Collections Representative

CALL CENTER SERVICES INTERNATIONAL
12.2023 - 05.2025

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Yael Mendieta