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. Specialist in process improvement, performance analysis, and customer experience optimization. Results-oriented professional, adaptable, and KPI-driven.

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.

Bachelor's Degree in Finance – UNAM (2012 – 2016)