Bryan Soria Santillan
Bachelor's Degree in Finance with over 5 years of experience in customer service, team leadership, and quality management in bilingual environments
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Sobre mí
Bachelor's Degree in Finance with over 5 years of experience in customer service, team leadership, and quality management in bilingual environments. Specialist in process improvement, performance analysis, and customer experience optimization. Results-oriented professional, adaptable, and KPI-driven.
Experiencia
Order Management Specialist at Solera (2023-09 – Present)
- Managed and tracked orders through internal systems.
- Coordinated with sales, finance, and logistics to ensure order fulfillment.
- Resolved issues related to incomplete or delayed orders.
- Generated reports and analyzed operational metrics.
Quality Assurance at TeleTech (2021-11 – 2023-09)
- Conducted quality evaluations for the Booking.com campaign.
- Led shadowing sessions and provided strategic feedback.
- Updated procedures and contributed to process improvement initiatives.
Team Lead at Teleperformance (2021-05 – 2021-10)
- Supervised team performance for the HBO Max campaign.
- Monitored KPIs and overall performance metrics.
- Managed escalations and provided operational support.
Customer Service Representative at Tech Mahindra (2019-05 – 2021-05)
- Provided bilingual support via phone, chat, and email.
- Delivered technical support and troubleshooting assistance.
- Performed consultative sales and customer follow-ups.
Educación
Bachelor's Degree in Finance – UNAM (2012 – 2016)
