Adriana - Human Resources & Customer Service Specialist with 5+ years of experience

Mexico City, Mexico City, Mexicoen

Led hiring, onboarding, and training processes for diverse roles, managing over 120 employees at Lesso Trading.

Designed and implemented educational materials and workshops to improve staff performance and patient engagement at Pemex Clinic.

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Summary

Versatile professional with over 5 years managing customer support, human resources, and healthcare evaluation projects. Skilled in training, recruitment, employee engagement, and process improvement, with notable success in large-scale HR operations and client service excellence.

Key Achievements

Enhanced customer support operations at Alorica with conflict management, technical support, and training responsibilities.

Skills

Customer ServiceExpert

Managed customer interactions, de-escalated conflicts, and provided technical and personalized support in call center environments.

Human Resources ManagementAdvanced

Handled full recruitment cycles, employee onboarding, performance evaluations, and compliance with labor laws for a large workforce.

Training & DevelopmentAdvanced

Created educational materials, trained employees on systems, and developed workshops for both healthcare and customer service industries.

Administrative & Office SkillsAdvanced

Utilized Microsoft Office, managed payroll, contracts, reports, and facilitated documentation for HR and clinic operations.

Experience

Telephone agent

Alorica contact services

January 2021 - October 2025

Call taking from customer service and technical support calls, Scheduling appointments for personalized assistance to clients experiencing service issues, De-escalating calls and managing conflicts, Served as a trainer’s assistant, responsible for taking attendance, training employees on the...

HR Generalist

Lesso Trading SA de CV

May 2019 - November 2021

Full process for acquiring human capital, Action plans to improve employee satisfaction, Application of internal work regulations and the Federal Labor Law (LFT), Creation of retention and control strategies, Recruitment for operational and administrative positions, Promotion of vacancies,...

Consulting

Pemex Clinic

01/2019 - 03/2019

Evaluation of doctors through surveys and interviews with patients, Development of educational materials and workshops for patients on mental health, Implementation of strategies to improve doctor’s performance within the clinic

Intern

SA Automotive

July 2017 - April 2018

Safeguarding and data entry of employee documentation, Application of psychometric tests and psychological evaluations for operational and administrative positions, Linking employees with various departments, Evaluation of employee benefits such as transportation and cafeteria services, Recruitment...