Manuel Alejandro Guerrero Jasso

Customer Support & Quality Assurance Specialist with 7+ years of experience driving team productivity, quality adherence, and customer satisfaction across multi-channel operations. Proven track record in conducting root-cause analysis, executing targeted coaching, and managing complex account escalations in 100% fluent English environments to consistently uphold operational rigor and exceed SLAs.

Monitoring & Risk Evaluation Specialist - Overhaul

(2026-05 - 2026-07)

• Audited operational reports and risk metrics to identify performance gaps, driving continuous improvement and preventing supply chain disruptions.
• Negotiated directly in fluent English with global clients, logistics carriers, and international warehouse managers, resolving complex operational escalations to ensure strict compliance.
• Utilized enterprise ERP and TMS software to maintain data accuracy and streamline logistics administration across global supply routes.

Customer Support Representative - Teleperformance AE

(2025-10 - 2026-01)

• Managed high-volume inbound and outbound customer calls and multi-channel tickets in fluent English, exceeding baseline CSAT and productivity targets.
• Resolved complex account inquiries, billing discrepancies, and service updates using advanced CRM tools to increase first-contact resolution rates.

Quality Assurance (QA) Specialist - Foundever

(2021-04 - 2025-04)

• Drove team productivity and quality adherence across multi-channel operations by analyzing scorecards, running root-cause analysis, and eliminating process bottlenecks.
• Delivered data-driven coaching and structured agent performance reviews, achieving higher compliance scores and improving overall customer satisfaction.
• Led cross-functional calibration sessions to ensure strict operational alignment with internal SLAs and ISO-9001 quality frameworks.

Quality Analyst / Claims Specialist - SYKES

(2015-02 - 2020-03)

• Audited customer interactions and agent workflows to uphold rigorous quality standards, service accuracy, and operational compliance.
• Provided targeted coaching to support representatives, driving consistent increases in First Contact Resolution (FCR) metrics.
• Handled complex account escalations and evaluated market value data to resolve disputed claims with complete operational accountability.

Certificate - Leadership & Management - Foundever

Bachelor's Coursework - Business Administration - UNID, Mexico

Credentials - Quality Control & Statistical Analysis - SYKES / Foundever

High School Diploma - San Jose Charter High School, CA