Law Firm Bankruptcy and Solutions, Chapter 13-07 at DYA CALL Y ASOCIADOS SA DE CV (2025-04 – 2025-08)
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Associate Software Analyst at HCL TECHNOLOGIES MEXICO (2024-05 – 2025-06)
- Analyzed software requirements and provided solutions to enhance system functionality.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues.
- Assisted in the development of test plans and executed comprehensive testing procedures.
- Documented system specifications, user manuals, and training materials for end-users.
- Conducted research on emerging technologies to improve software applications and processes.
- Spearheaded efforts to refactor legacy codebase, resulting in improved maintainability and scalability.
- Enhanced user experience with thorough testing and debugging of applications.
- Developed customized software solutions for clients, resulting in increased customer satisfaction.
- Utilized agile methodologies for efficient project management and timely delivery of software updates.
- Provided consistent support to end-users, addressing issues promptly and effectively.
- Improved software efficiency by identifying and resolving system bottlenecks.
Service Desk Agent at TATA CONSULTANCY SERVICES DE MEXICO SA DE CV (2023-08 – 2024-02)
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Resolved technical issues for end-users via phone, email, and chat support.
- Documented troubleshooting steps and solutions in ticketing system to enhance knowledge base.
- Assisted in onboarding new team members, providing training on service desk procedures.
- Collaborated with cross-functional teams to escalate and resolve complex customer inquiries efficiently.
- Monitored service desk performance metrics to identify areas for process improvement.
- Provided timely responses to customer requests, ensuring high levels of user satisfaction.
- Participated in continuous training sessions to enhance technical skills and service delivery efficiency.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Engaged in user support interactions via telephone, chat and email platforms.
Customer Service Representative at TTEC CX SOLUTIONS MEXICO (2021-10 – 2023-03)
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with team members to enhance service delivery processes and improve customer satisfaction.
- Provided training and support to new hires, fostering a collaborative team environment.
- Managed escalated issues by employing conflict resolution skills to ensure positive outcomes.
- Developed comprehensive knowledge of products and services to effectively address customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline support processes and reduce response times.
- Maintained accurate records of customer interactions in CRM systems for improved tracking.
- Trained new staff on company policies and customer service best practices, fostering team development.
- Analyzed customer feedback to identify trends and recommend improvements to service protocols.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
Customer Care Representative at XTENDOPS MEXICO (2021-10 – 2023-03)
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline support processes and reduce response times.
- Maintained accurate records of customer interactions in CRM systems for improved tracking.
- Trained new staff on company policies and customer service best practices, fostering team development.
- Analyzed customer feedback to identify trends and recommend improvements to service protocols.
Credit and Collection Analyst at AT&T GRUPO SERVICIOS Y SOPORTE S DE RL DE CV (2020-02 – 2021-10)
- Analyzed credit data to assess risk and determine creditworthiness of clients.
- Developed collection strategies to reduce outstanding accounts receivable.
- Monitored aging reports to identify overdue accounts for proactive collection efforts.
- Collaborated with sales teams to ensure alignment on customer payment terms and conditions.
- Implemented process improvements that enhanced efficiency in collections operations.
- Resolved disputes by communicating effectively with clients regarding billing inquiries and discrepancies.
- Conducted regular reviews of credit policies, recommending adjustments based on industry trends.
- Improved credit analysis accuracy by streamlining data collection and report generation processes.
- Managed a diverse portfolio of accounts, ensuring appropriate actions were taken to maintain financial health.
- Reduced delinquency rates with proactive monitoring of customer accounts and timely followups.
- Enhanced debt recovery rates by implementing effective collection strategies and tactics.
- Assisted in developing training materials that enhanced employee performance and service quality.
- Implemented solutions for recurring issues, increasing operational efficiency within the support team.
- Led initiatives to improve communication between departments, facilitating better issue resolution for customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative at AT&T GRUPO SERVICIOS Y SOPORTE S DE RL DE CV (2019-10 – 2020-01)
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Analyst Consultant at NTT DATA SERVICES MEXICO (2018-01 – 2019-09)
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Analyzed data trends to inform decision-making and enhance operational strategies.
- Developed comprehensive reports to support client recommendations and project initiatives.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Implemented best practices for data management, ensuring accuracy and consistency in reporting.
- Enhanced data-driven decision making by conducting in-depth analysis of client requirements and market trends.
- Implemented process improvement initiatives, resulting in reduced operating costs and increased productivity levels across multiple departments.
- Supported project management efforts, ensuring timely and successful completion of client engagements.
- Delivered actionable insights to clients with comprehensive reports, leading to improved business strategies.
- Conducted business data analysis to define product requirements for mapping, data schema definition and testing.
- Identified and analyzed gaps between current situation and desired outcome using resources to obtain information and deliver solutions.
