Customer Service Manager
Resume:
GABRIEL
CORONA MAYA
Business Relations
*****************@*****.***
https://www.linkedin.com
/in/gabriel-corona/
Chiconautla 11B, Nezahualcoyotl
EDUCATION
SKILLS
PROFESSIONAL PROFILE
WORK EXPERIENCE
LENGUAGES
Graduated from the Higher School of Commerce and Administration Professional capable of analyzing, posing, operating, controlling and directing all activities in the commercial area, with an integral vision of market trends, achieving the objectives of organizations with a broad social sense and responsibility. With ease of adaptation and teamwork. Analysis and recommendations on new or improved content. Provide detailed support using various support to develop case details, analyze informa- tion, and present recommendations for internal actions to key stakeholders. Account for full support resolutions for every issue, inspiring customer loyalty. Anticipate the needs of users so their experiences exceed expectations. Manage large and diverse teams focused in customer support and experience, participa- ting in several projects for process improvement, workload migration and performance management. Working with stakeholder management, data analysis, providing insights and solutions to problems and KPI management focused on the customer service industry. Customer Experience Project and Quality Assurance related LatAm Projects. E ective follow up and supervision of CSR'S. Evaluate contacts through Quality models and share feedback to CSRs. Beside making an analys of KPI’s by Deep dives. Deliver high-quality service for drivers and drivers answering any questions that come on my way, bringing support focused in empathy to frustrated drivers and riders while solving problems and addressing unsatisfactory experiences. Build loyalty among new users and get our early adopters to fall in love with Uber all over again.
10/2019
05/2020
PROCESS ANALYST - C360 LATAM
Uber Mexico Technology and Software
12/2018
10/2019
OPS SUPERVISOR - UBER BPO
QUALFON MX
09/2016
12/2018
QUALITY ANALYST - UBER BPO
QUALFON MX
05/2016
09/2016
CSR - UBER BPO
QUALFON MX
SPANISH ENGLISH PORTUGUESE
BACHELOR OF BUSINESS
RELATIONS
ESCA STO TOMAS - IPN
2009 - 2013
SIX SIGMA GREEN BELT
KAIZEN CERTIFICATION
2017
PROJECT MANAGER
2020
MS O ce / GSuit
Bliss / Zendesk / CRM
Personal Management
/ Leadership
Con ict Resolution
Data Analysis / Deep
dives
KPI’s management
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