Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Braulio Roberto Alvarez Flores

Customer Service Supervisor
San Nicolas De Los Garza,Mexico

Summary

Astute sales professional highly skilled and extremely organized at providing exceptional customer service, processing orders and managing cash functions. Adept at engaging with customers and captivating attention and interest in product offerings. Energetic Sales Representative offering demonstrated success identifying prospects and converting leads into customers. Superior communication skills, understanding of client needs and sales closing rates. Recognized for creativity and resourcefulness in meeting and exceeding sales, revenue and profit goals. Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Sales Agent

Global Telesourcing
Monterrey, Mexico
01.2012 - 03.2014
  • For two years in which after I was given an opportunity to apply and become a Quality Analyst for six months
  • Assisted call-in customers with questions and orders.
  • Increased sales and customer satisfaction through personalized servicing.

Supervisor / Quality Analyst

Teleperformance
Monterrey, Mexico
01.2016 - 07.2018
  • Ensure Payroll is updated and corrected
  • Elaborating Action Plans to better the development of agents
  • Ensure the adherence of scheduling for all agents
  • Showing as much transparency to the associates as possible so they don’t feel like they are a number in the company and they feel the human side which makes their commitment grow and makes the work environment more pleasant
  • As a Quality Analyst I am in charge of a specific headcount assigned to complete 10 monitors/ Agent
  • Along with each monitor a feedback has to be provided within the first 24 hours after the call has been graded
  • In both positions it is necessary to have time management skills to ensure the day is mapped out to ensure the most important/ urgent tasks are completed first before any other activities are started
  • I have the desire to keep growing in the aspect of the business and also personal growth
  • I am looking forward to the opportunity to work with a distinguished company to show and further develop my leadership skills.

Customer Service Representative Supervisor

Conduent de Mexico
Monterrey, Mexico
07.2018 - Current
  • Assessed customer service data to identify and address improvement opportunities.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Implemented customer service policies and procedures for consistent performance standards.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Created reporting systems to track customer service performance and improve insight.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Hired, managed, developed, established and monitored goals, conducted performance reviews and administered salaries for staff.

Education

High School Diploma -

R.L. Paschal High School
Fort Worth TX.
01.2001 - 05.2005

Skills

    Sales Strategies

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Affiliations

37

Timeline

Customer Service Representative Supervisor

Conduent de Mexico
07.2018 - Current

Supervisor / Quality Analyst

Teleperformance
01.2016 - 07.2018

Sales Agent

Global Telesourcing
01.2012 - 03.2014

High School Diploma -

R.L. Paschal High School
01.2001 - 05.2005
Braulio Roberto Alvarez FloresCustomer Service Supervisor