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Gilberto Juarez Oropa's avatar
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Gilberto Juarez Oropa

Mexico City, Mexico City, Mexico

Customer Service Specialist with Diverse Industry Experience

  • Progressed through multiple roles including QA advisor, Costumer Service Representative, and Back Office positions, demonstrating role advancement.
  • Gained diverse experience in customer support across banking, insurance, travel, telecommunications, and foreign exchange sectors.
  • Contributed to process improvements such as creating evaluation rubrics and supporting incident follow-up processes.
Customer Service
Expert
Provided customer support across multiple channels including phone, chat, and email for various industries.
Call Auditing & Quality Assurance
Advanced
Audited and evaluated customer interactions to ensure compliance and quality standards.
Administrative & Back Office Tasks
Intermediate
Handled verification of documents and support activities in insurance and travel domains.
Foreign Exchange & Cash Management
Intermediate
Managed currency exchange operations and cash processes for international passengers.
Technical Support & Process Improvement
Intermediate
Provided technical assistance for alarm devices and contributed to process enhancements.

Languages

Spanish
Native
English
See Full Skillset on CazVid
September 2024 - January 2025
Quality Advisor
Sutherland
Auditing incoming calls for bank services, Attention to details, Cross sales process, Providing detailed call incidences
January 2024 - April 2024
Costumer Service Representative
Qualfon
Costumer service for an insurance campaign, Taking calls helping customers to upgrade their ensure policy for their cars, home and business, Tech support for the alarm devices
April 2023 - July 2023
Back Office
Allianz
Back office for travel insurance campaign, Reviewing official documents and websites in order to verify if the customer was eligible for insurance benefit, Outbound calls to customers and airlines or travel agencies
June 2022 - December 2023
CSR via chat
SITEL
Customer service via chat for banking application users, Simultaneous attention with up to three users, Customer service via Chat for online store users, including buyers, sellers and promoters
July 2019 - April 2022
QA advisor
Telat
Customer support via email for printing companies with clients all over the world, Helped create a new rubric for the evaluation of the campaign and its respective forms, Administrative activities to follow up on the incidents of the agents, Feedback and generation of sanctions for agents, Evaluation of calls for different campaigns within the company
April 2017 - December 2017
Foreign exchange adviser
Globo Cambio Foreign exchange
Currency exchange for national and foreign passengers within the AICM, Cash management, cash cut and tonnage, Management of more than 30 currencies, Bilingual customer service
May 2016 - September 2016
Customer Service Representative
Telvista
Cell phone campaign, provided customer service and technical support
January 2015 - January 2016
CUSTOMER SERVICE REPRESENTATIVE
TELETECH
Customer service for telephone, television and internet services
View Complete Work History
?
UACM
Not titled
?
CENEVAL
High School
See Education & Certifications
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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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