Work history
Bilingual advisorSantander
- MexicoFull Time
• Customer Service: Provided assistance and support to U.S. market clients in English and Spanish,
resolving inquiries and issues efficiently and professionally.
• Problem Solving: Identified and resolved complex issues effectively, maintaining high levels of
customer satisfaction and loyalty.
• Systems Management: Used CRM tools and systems to document customer interactions, manage
cases, and follow internal procedures effectively.
Key Achievements:
• Leadership in Metrics: A team of over 69 across Mexico, Costa Rica, Pennsylvania, and Rhode Island
achieved first place in performance metrics in August 2023.
• Improved Customer Satisfaction: Implemented customer service techniques resulting in a significant
improvement in satisfaction surveys and a reduction in issue resolution time.
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Account managerVigiles consultores
- Celaya, Guanajuato, Mexico
• Account Management: Managed complex client accounts ranging from 1 to 180 business units per
client, including large chains such as Tiendas Bara, PepsiCo, Oxxo Gas, Tiendas 3B, and Bachoco in the
Bajío/Central region, as well as individual accounts in Celaya.
• Legal Information Collection and Management: Collected, organized, and managed all necessary legal
information for each client, ensuring compliance with security and civil protection regulations.
• Advisory and Compliance: Conducted regular client visits to advise on Civil Protection and Industrial
Safety and Hygiene requirements, facilitating paperwork and regulatory compliance.
• Internal Coordination and Follow-Up: Coordinated and aligned activities between different consulting
departments to ensure efficient workflow and proper response to client needs.
• Process Optimization: Implemented an information integration system, improving internal
communication and client follow-up by 200%, thanks to data consolidation in a single database.
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Skills
- Fluent Spanish
- Fluent English
- Agile Methodologies
- Marketing
- Autocad
- Jira
- Microsoft Project
- Davinci Resolve
- Microsoft Suite
Education
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U
Project ManagementUniversidad virtual del estado de Guanajuato
- Guanajuato, Mexico