Antonio - Customer Experience Advocate with 3+ years in Contact Center and Operations

Monterrey, Nuevo León, MexicoRemoteen

Consistently exceeded performance targets, achieving a 95% CSAT score at Foundever.

Improved QA scores from 85% to 90% through pilot testing of AI-driven agent support tools.

Published on CazVidOpen to remote

Summary

Experienced professional with a strong background in customer support, operations management, and process improvement in multicultural environments.

Key Achievements

Managed international shipments and optimized inventory processes using SAP ERP at GS Agencia Aduanal.

Skills

Customer Service & SupportExpert

Delivered technical support, billing, and appointment scheduling for major satellite internet provider, handling up to 20 appointments daily.

Salesforce CRMAdvanced

Utilized Salesforce for case resolution, customer data management, and process documentation in various roles.

Operational & Warehouse ManagementAdvanced

Managed international shipments and inventory workflows, leveraging SAP ERP in a shipping and warehouse environment.

Communication & Intercultural SkillsExpert

Provided bilingual support in English and Spanish, facilitating effective communication across diverse teams and clients.

Languages

Experience

Voice Advocate – Customer Experience Improvement (CEI)

Foundever

Jul 2023 - Present

Selected to join the Customer Experience Improvement (CEI) team due to consistently exceeding performance targets, including a 95% CSAT score, 100% QA compliance, and resolving an average of 350 cases per month in Salesforce., Collaborated with the top performers team to test and evaluate pilot...

Bilingual Customer Service Agent

Teleperformance

May 2023 - Aug 2023

Provided technical support, billing assistance, soft sales, and appointment scheduling for U.S.-based satellite internet provider Viasat., Communicated fluently in English and Spanish, and efficiently handled CRM systems, specifically Salesforce., Scheduled up to 20 technical appointments daily...

Shipping &amp; Warehouse Coordinator

GS Agencia Aduanal

Feb 2021 - Aug 2021

Managed international shipments (USPS, UPS, FedEx, DHL)., Served as an end user of SAP ERP, leveraging the Warehouse Management (WM) module to execute goods receipt processes, optimize bin allocation, and ensure accurate inventory tracking and package handling workflows., Handled document filing on...