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
9
9
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Experiencia laboral
Client Experience Lead
Aguila Immigration Services
Mexico City, Mexico City
2025.09 - 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
2024.03 - 2025.05
- 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
2022.03 - 2024.03
- 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
2016.07 - 2022.03
- 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 2021.01 - 2022.07
Diploma Bachelor Degree - Physchology
IMPO
Mexico2018-07
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
2025.09 - Presente
CS Supervisor Lead
PPG
2024.03 - 2025.05
Contac Center Manager
Betcris
2022.03 - 2024.03
Master - Business Administration
IEU Universidad
2021.01 - 2022.07
WFM Coordinator
UPS de Mexico SA de CV
2016.07 - 2022.03
Diploma Bachelor Degree - Physchology
IMPO