Jose Alfredo Santizo Rivera

• Progressed from Product Expert to Tier 2 Product Expert
• Guided Podium customers in utilizing messaging, reviews, and webchat workflows to enhance user experience.
• Trained users on Podium setup, navigation, and daily product use.
• Resolved customer inquiries on product features, functionality, compatibility, and pricing to ensure informed usage and satisfaction.
• Maintained CSAT above 90% target while managing consistent Cases Per Hour to support customers on a timely matter
• Assisted with shadowing and nesting mentors when new hires joined the team

• Managed client portfolio for law firm specializing in debt settlement and collection defense
• Facilitated monthly communication with customers to assess needs and gather feedback
• Supported retention initiatives to ensure client portfolio remained current
• Ended work relationship because of illness

• Established freelance role utilizing sales and business development skills; supervised sales calls, managed pre-sales activities, and documented client interactions to enhance client engagement
• Organized customer database by updating business details and contributed to idea generation meetings, resulting in a daily average of 100+ successful calls

Advanced from Customer Success to Team Lead at Telus International (Monday.com), achieving operational excellence and consistently exceeding performance targets in individual and leadership roles.

• Exceeded Performance Metrics: Maintained a 90% Quality Assurance score and a 95% personal CSAT (against a 70% target) while handling 9 interactions per hour—50% above the set baseline.
• Coached a team of 18 to maintain 80%+ CSAT scores, facilitating multiple agent promotions into Training, QA, and SME roles.
• Analyzed KPI trends and variances to recommend process improvements, enhancing take rates, reporting, and departmental financial objectives.

• Managed diverse roles in Tech Support, Customer Service, and Escalations for a Travel and Reservations App.
• Conducted customer satisfaction surveys, achieving an 85% positive rating for interactions
• Mediated customer interactions, ensuring full understanding before addressing concerns; utilized basic selling techniques to engage with customers and interested parties

• Managed Inbound and Outbound support to the Sales Department for a Texas-based company providing statewide Electricity Services Improved personal KPIs with a 65%+ sales conversion rate (target: 55%) and consistently achieved 80%+ Quality Assurance against a 75% goal Dispatched customer interactions using SalesForce/CRM SAP, exceeding sales objectives by identifying customer needs in around 25-30 calls daily
• Resolved escalations, enhanced operations, and delivered exceptional service, boosting customer satisfaction by addressing billing and internal issue requests, reaching a high Quality Assurance of over 80% Achieved Top-Performing status with a +90% CSAT, surpassing the 75% KPI, and maintained a productivity rate of 12 tickets daily against a target of 10 Administered daily operations, ensuring timely completion and improved results; provided coaching and feedback to teammates using company-provided coaching guides