Alfredo Garay
Síntesis profesional
Professional with more than 20 years of experience in the customer service sector. With leadership skills and competencies and verifiable results in team management. Throughout my career I have always stood out for my ability to find business opportunities and optimize processes
Información general
1
1
Certification
1
1
year of post-secondary education
9
9
years of professional experience
Experiencia laboral
Client Experience Lead
Aguila Immigration Services
Mexico City, Mexico City
09.2025 - Presente
- Responsible for CS operations for a US-Based law firm, managed WFM staffing assignaments to ensure optimal and eficient sevice. Developed Standar Operating Procedures (SOP´s) and designed end-to-end processes to improve CX
CS Supervisor Lead
PPG
Tultitlan, CDMX/ZONA METROPOLITANA
03.2024 - 05.2025
- Managed the Customer Service and dealership support area, leading FCR operations, ensuring high-quality customer service and consistent achievement of service performance indicators (KPI´s)
Contac Center Manager
Betcris
Mexico City
03.2022 - 03.2024
- Managed Customer service operations for MX, ensuring an exceptional CX for users of the sports betting plattform, maintaining compliance with fraud prevention and anti-money laundering (AML) regultations. Lead Service operational performance, regulatory adherence and continuous improvement iniciatives
WFM Coordinator
UPS de Mexico SA de CV
Mexico City
07.2016 - 03.2022
- Led the development and implementation of the WFM function across Mexico and Latin America, ensuring optimal staffing levels, accurate forecasting and CS Level objectives
Estudios
Master - Business Administration
IEU Universidad
Mexico 01.2021 - 07.2022
Diploma Bachelor Degree - Physchology
IMPO
Mexico07-2018
Competencias
- Contact and call center programs skills
- Work under pressure
- SCRUM Methodology Knowledge
- Detail Attention
- Leadership
- Proactivity
- Teams management
- ERP and CRM Knowledge
Certificación
- SCRUM
- Leading SAFe
- Business Leadership and Management
Cronología
Client Experience Lead
Aguila Immigration Services
09.2025 - Presente
CS Supervisor Lead
PPG
03.2024 - 05.2025
Contac Center Manager
Betcris
03.2022 - 03.2024
Master - Business Administration
IEU Universidad
01.2021 - 07.2022
WFM Coordinator
UPS de Mexico SA de CV
07.2016 - 03.2022
Diploma Bachelor Degree - Physchology
IMPO