Dynamic professional with expertise in customer retention, technical troubleshooting, and operational management. Proven ability to de-escalate conflicts, improve customer satisfaction, and lead teams across diverse environments.
Specializes in developing strategic 'save' initiatives and conflict de-escalation to retain customers and reduce churn.
Provides remote diagnostics and troubleshooting expertise across hardware and software, ensuring quick resolution of technical issues.
Experienced in managing business operations, including team leadership, process management, and customer service delivery.
Fluent in English and Spanish, facilitating effective communication and negotiation with diverse customer bases.
Foundever
Currently managing high-priority escalations for a specialized line of business, focusing on customer 'saves,' churn reduction, and rebuilding brand trust through strategic negotiation and de-escalation.. Managed high-volume accounts for 6 months, consistently exceeding KPIs for first-call resolution and customer satisfaction (CSAT).. Selected for a high-impact pilot program to incorporate line sales and migrations into CX1. Successfully validated the workflow and met performance targets before the program’s conclusion.. Provided foundational customer experience support, quickly mastering internal tools and Verizon-specific software systems to provide seamless service.
Foundever
Delivered expert remote technical support for a wide array of hardware and software products sold by Best Buy.. Diagnosed and resolved complex technical issues for customers across North America, ensuring high-quality resolution until the line of business concluded operations in Mexico.. Maintained high quality-assurance scores by effectively translating technical concepts into actionable solutions for non-technical users.
Small Business Owner
Founded and operated a full-service landscaping and drip system installation company, managing a dedicated crew of four employees.. Managed all backend and frontend operations, including incoming service calls, material procurement, project scheduling, and logistics.. Served as the primary point of contact for client relations, demonstrating the ability to think on one's feet and maintain reliability in a high-pressure, fast-paced service environment.
Well, as far as the tracking systems that I'm familiar with, they're a little proprietary because they were part of what Best Buy used. And I can't really go into, like, specific systems. But we had a secondary system that helped us keep track of, usually there were third-party dispatch companies. So depending on where in the country we were, like, sending something to be installed, we'd have to figure out, first of all, who managed the truck, contact their dispatch directly, and then be able to talk to the driver out in the field if they even let us. Sometimes I had to, like, take a pretty roundabout method of, like, contacting the driver directly so that I could get the orders finalized and the installations completed. But as far as the systems goes, I mean, it was kind of like, God, how would you describe it? Basically, just, uh, you pulled up the order information, the order information had third-party company ID number, you find the third company ID number. A lot of the times this would have a quadrant, so the U.S. was split into four, like the northwest, northeast, southwest, southeast, and you would have to find the district and find the company, and then it wouldn't tell you, like, the name of the company, it would just be like a number, and then you'd have to, like, scroll down a long list of numbers and find that specific company. And it'd be like some company that unless you were from that one area, you would never heard of it. And then you'd, like, find all the information and then, uh, figure out exactly who you need to contact and how. And I mean, it's a lot, but after you've done it a couple of times, it's, like, second nature.
Well, as far as managing multiple tasks under pressure, I mean, if you're managing multiple tasks, there's already a little bit of underlying pressure. But usually the way I try to prioritize things is kind of like triage. I mean, you can't do everything at once. You can only handle what's most relevant first or what's most time sensitive. So you kind of have to prioritize things as that. So it's like, if you have a frozen steak, a thawed out fish, and a piece of like day-old chicken on the counter, like, what do you need to do first? You get rid of the thing that needs to get gotten rid of first. As far as like prioritization goes, just like highest value, most time sensitive, and most complicated usually has to be done first. And then like the easier tasks kind of get done either at the same time or after that.
Well, I mean, as far as scheduling conflicts, there's life's filled with those. Any kind of scheduling conflict that I've ever had has always been kind of like medical revolving, because I don't really have, like, pets, I don't have kids, I'm not going to school. So, I mean, anything that isn't life-threatening can usually be rescheduled or reorganized, and depending on, like, when it comes up, there really shouldn't be that much of a conflict. But I usually always prioritize work over about anything else. But at a specific time when it's happened, you know, honestly, I really haven't had that many scheduling conflicts, but like I said, I usually prioritize my job, so I don't know if that answers your question.
Discover other professionals with similar experience
Well, as far as my experience goes, I grew up working in customer service, everything from like waiting tables to doing other things. So I'm like a native English speaker. But most relevant experience would probably be my last, I'd say, 13 years. So before I moved back to Mexico, I was living in Albuquerque, New Mexico, and I ran my own gardening company there. So I was more or less working my own call center and dispatch there for my employees. And what I did was I ran four different trucks around Albuquerque, four different gardeners moving around and as well as like renting and providing the equipment for my crews. So as I'd be in the office, I'd be arranging for them to like pick up equipment in Best Buy, or not Best Buy, what's called Home Depot and Lowe's. Sometimes we'd need to rent a very specific piece of equipment or on the off chance that I needed to order a load of like a crushed refined gravel or something and have it like shipped from Bullen, New Mexico to Albuquerque, I'd have to be able to coordinate all of that and have it all be done sometimes like on the fly. And as far as experience after that goes, I have formal experience in call centers for the past three years working for Foundever. We subcontracted the Best Buy and Verizon Wireless, so I'm used to working with big companies and like working under their very specific protocols and like regulations as to what they need said, how they need it, how are they needed said and all that fun stuff. So any other experience, I can definitely expand on any details you might have questions about.
As far as the tools go, I feel like I've mostly used a lot of different Cisco tools. So anything from like Jabber to Anespicio. Not Anespicio, what's it called? Well, that, honestly, mostly Cisco tools is what I'm familiar with, but I mean, they're all more or less the same. A couple have better like noise cancellation and some of them even have like accent correcting software, which I don't think I need, but I know several people I've worked with in the past had like very heavy accents and the software would actually change words that they're using, and I know that could cause a lot of confusion, but as far as my experience goes, mostly Cisco. As far as efficiency goes, I mean, as long as the call is able to be completed and both parties can understand and hear what needs to be said, that's the most important thing. I really do appreciate it when the tools create a transcript on the fly, and I know those can vary in quality as well, but as long as your pronunciation is pretty clear, that they seem to work pretty okay in my experience. As far as dispatch software in itself, I've never used anything that's like dispatch specific, so I mean, mostly just like Jabber and stuff. Yeah, I guess I'm just gonna wait.
Well, I think I was already talking about it as far as a challenge I faced while coordinating deliveries for pickup. I guess that example was coordinating with the person expecting the delivery, finding all the information on the third-party delivery company, making sure I was able to contact the driver while he was on the road in order to coordinate for him to like turn around and go back to the house where he thought there wasn't a person waiting for him and just making sure that the delivery was completed. I've done that so many times. It seems like whenever there's third-party companies that are used infrequently in rural areas especially, that always seems to be the case. Like the other company that hires out these parcel delivery companies don't realize that a lot of rural areas have different policies. So that like, let's say an 18-wheeler can't drive up onto like a narrow driveway or whatever. So it's important to be able to reach out to the drivers and explain like, hey, you know, they didn't know this. Is there any way you can like go back and like drop it off at this other place for the guy so that he doesn't have to wait another two months for his package. So that's a pretty common type deal.
Well, as far as dispatches go, I used to work for a company called Endeavor, and they did a lot of work with Best Buy, and we used to have to manage a lot of orders. So there were several times where I'd have to be on the phone with the person ordering the company, sending the order, as well as a company like Rack, who is their intermediary. So being able to speak with multiple people at the same time while time was like of the essence is something that I'm pretty used to. So being able to keep cool head while you're trying to make sure that the, let's say in this one case that I was thinking about, an entire kitchen was being delivered to a person who was handicapped. So they needed this order to be done on a very specific time frame. So we were able to track down the manager for the Rack driver and actually get their dispatch to call him, and then they gave me his cell phone number, so I contacted the driver directly while he was on the road, and I somehow managed to get him to turn around and go back to the guy's house because it's also like a $20,000 order, and it was really important for him to get his kitchen installed. I mean, as far as dealing with multiple people, whether it's one person or 10, it can always be stressful, but it's just important to stay calm and, you know, keep your eye on the prize, I suppose. But as far as strategies go, it's just a matter of understanding, like, what needs to happen, how it needs to happen, and, I mean, time frames can always vary, but just as long as you remember what the...
Hi there, my name is Emmanuel Guadalupe Jimenez O'Daly. I live in the, well, in Mexico City in Chapultepec area. It's an area by the big park downtown. I lived in the United States for over 20 years. I did pretty much K through 12 in the U.S. I actually lived in Phoenix at one point. It's one of the things that I saw was for a job there.
