Summary
Overview
Work History
Education
Skills
Timeline
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Francisco Javier Ruiz Sosa

Francisco Javier Ruiz Sosa

Trust & Safety Analyst
Mexico City

Summary

Customer Service Agent with six years of experience. Trained in troubleshooting technical support issues, account management, and service payments. Real-time analyst with two years of experience focused on company security policy compliance. Skilled in leadership, personnel management, task supervision, and increasing productivity and metrics.

Overview

6
6
years of professional experience
10
10
years of post-secondary education

Work History

Trust and Safety Analyst

Doordash Technologies
09.2022 - Current
  • Application of specialized analytical software tools
  • Use of artificial intelligence for information analysis
  • Prevent risk situations
  • Design and documentation of work processes and workflows
  • Management of weekly reports showing conclusions, recommendations and improvements for specific tasks
  • Administrative tasks


Supervisor /Customer Service Subject Matter Expert

EmpereonConstar TKM
10.2021 - 09.2022
  • Team meeting planning to propose and assign tasks to the operations staff.
  • Settle goals and expectations
  • Critical planing on internal risks, action plan on opportunity areas, personalized coaching
  • Troubleshooting and support for all areas.
  • Evaluation of employee performance according to established internal criteria.
  • Supervisor calls for tech support customers
  • Approval of shipment of new equipment for customers with faulty modems
  • Tech support calls as internet provider representative for Frontier Communications
  • Tech support for basic email troubleshooting
  • Copper and PODS specialist (SME)
  • Assist T1 agents on dispatching field technicians


Customer Service Representative

Teleperformance
03.2019 - 07.2021
  • Customer Service to account holders
  • Escalated support for unauthorized transactions
  • Management of account disputes
  • De-escalated support for potential leaving customers
  • Soft collections
  • Explanation of account details, app settings and basic app troubleshooting

Education

Comercial Pilot -

Escuela De Vuelo Aeropacifico
04.2024 - Current

Private Pilot -

Escuela De Vuelo Flightmex
09.2018 - 03.2024

Highschool -

Universidad Latinoamericana
08.2014 - 07.2017

Skills

Hazard identification

Workplace inspections

Incident investigation

Occupational health

Timeline

Comercial Pilot -

Escuela De Vuelo Aeropacifico
04.2024 - Current

Trust and Safety Analyst

Doordash Technologies
09.2022 - Current

Supervisor /Customer Service Subject Matter Expert

EmpereonConstar TKM
10.2021 - 09.2022

Customer Service Representative

Teleperformance
03.2019 - 07.2021

Private Pilot -

Escuela De Vuelo Flightmex
09.2018 - 03.2024

Highschool -

Universidad Latinoamericana
08.2014 - 07.2017

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Francisco Javier Ruiz SosaTrust & Safety Analyst