JORGE MENDEZ
Fort Worth,TX
Summary
Accomplished CS Specialist and Lead Supervisor with a proven track record at RollKall Technologies LLC and Avelo Airlines/Ascendium Group. Expert in fostering client relationships, enhancing customer satisfaction, and leading teams to exceed objectives. Skilled in conflict resolution and operational optimization, demonstrating exceptional communication and strategic planning abilities.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
RollKall Technologies LLC
10.2022 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Created user accounts and assigned permissions.
Lead Supervisor
Avelo Airlines/Ascendium Group
03.2021 - 07.2022
- Assisted upper management in achieving long-term company objectives with timely execution of key projects.
- Collaborated with cross-functional teams on various initiatives to optimize operational performance across departments.
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Developed detailed plans based on broad guidance and direction.
Education
No Degree - Business
Austin Community College/University of Texas
Austin, TXSkills
- Live chat support
- Ticket management
- SLA
- Salesforce
- Stripe-Payment Processing
- Social Media Support
- Customer Service
- Zendesk
- Mandrill
- Sprouts Social Platform
- Flight Firming
- MIS Airline Choice
Languages
Spanish
Native or Bilingual
Timeline
Customer Support Specialist
RollKall Technologies LLC
10.2022 - Current
Lead Supervisor
Avelo Airlines/Ascendium Group
03.2021 - 07.2022
No Degree - Business
Austin Community College/University of Texas