Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Jorge Eduardo Lemus Rivera

Dallas

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Overview

10
10
years of professional experience

Work History

Team Lead

New Leaf Service Contracts
01.2022 - Current
  • Demonstrates ability to efficiently handle most complex situations with thoroughness and accuracy.
  • Adaptability to new responsibilities as they arise, including but not limited to new lines of business, workforce management, and business reporting.
  • Reliable resource for handling escalated customers, meeting their needs while maintaining the interests of the business in all interactions.
  • Empathetic and compassionate coach for agents, focusing on their needs and well-being while also ensuring they meet company goals.
  • Dependable people leader who enjoys setting and attaining goals while communicating regularly with stakeholders in a professional manner.

Customer Service Representative

New Leaf Service Contracts
07.2022 - 12.2022
  • Adaptability to learn multiple accounts and striving to meet client satisfaction.
  • Prioritized and strategized for necessary change requirements, further communicated to clients.
  • Started as a service contract agent to later be trained in dashboard, matrix, Ferguson customer care, and lately in mentor line/follow-up queue, exceeding my personal goals every day.
  • Excellent written and verbal communication skills.
  • Fast learner and willing to help my teammates whenever there is a struggle.
  • Responded proactively and positively to rapid change.

Customer Care Professional

American Express
09.2021 - 12.2021
  • Adaptability to constant change and meeting individual and employer needs.
  • Analytical and problem-solving skills with strong attention to detail to anticipate the needs of our customers. Acknowledging constructive feedback from leaders and peers, turning feedback into improvement opportunities, and taking ownership and responsibility for my actions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Navigated multiple computer systems and applications to find information.

Store Manager

Perfumes Europeos
12.2015 - 03.2021
  • Managing inventory and cross-checking the sales.
  • Understanding customers' needs to create sales strategies suitable for both ends. Hiring and training personnel.
  • Leading a team of 4 sales agents.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Approved regular payroll submissions for employees.

Education

High School Diploma -

Instituto La Salle De Chihuahua
Chihuahua, Mexico.
06-2008

Skills

  • Performance monitoring
  • Schedule management
  • Workflow management
  • Coaching and mentoring
  • Key performance indicators
  • Flexibility
  • Adaptability

Accomplishments

  • Being promoted to Team Lead.
  • Learning workforce management.
  • Assisting in business reporting in a time of need.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Service Representative

New Leaf Service Contracts
07.2022 - 12.2022

Team Lead

New Leaf Service Contracts
01.2022 - Current

Customer Care Professional

American Express
09.2021 - 12.2021

Store Manager

Perfumes Europeos
12.2015 - 03.2021

High School Diploma -

Instituto La Salle De Chihuahua

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