Leonardo Mendoza
El Paso
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
BPO Client relations
Edfinancial Services
El Paso
05.2025 - 09.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Navigated multiple software systems to access customer information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Social Media Content Moderator
Teleperformance USA
El Paso
01.2022 - 10.2024
- Aligned content with social media platform policies and guidelines.
- Daily moderated between 800 and 1,000 videos efficiently from diverse regions and languages with an accuracy rate exceeding 90%.
- Monitored user-generated content for violations of community standards.
- Provided guidance and support to new moderators in order to ensure high quality standards are met.
- Evaluated user reports regarding potential violations of terms of service.
- Maintained detailed records of all moderation actions taken on a daily basis.
- Familiar with computer software like Excel, PowerPoint, Outlook, and Word.
Customer Service Representative
Alorica: Bank of America
El Paso
08.2019 - 07.2021
- My main duty was to provide excellent customer service, give information to customers regarding their bank accounts, proficiently record complaints, and provide information to customers about Bank of America's most recent policies.
- Helped 90 to 120 customers on a daily basis with a 95% satisfaction rate, while also being efficient and reducing average call time by 20%.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Verified amounts and integrity of every check or funds transfer.
- Assisted customers with online banking services including account set up and password resets.
- Participated in daily huddles with team members in order to discuss team goals and objectives.
Team leader/cashier
Burger King
El Paso
04.2018 - 08.2019
- Took on managerial tasks.
- Resolved customer issues with professionalism.
- Performed closing procedures to ensure accurate stock levels.
- Conducted precise cash counts at the end of each day.
- Operated cash register to process customer payments accurately and efficiently.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Warmly greeted visitors to promote great customer service and positive ordering experience.
- Trained new employees to perform duties.
Cook
Burger King
El Paso
04.2017 - 04.2018
- Ensured work stations remained clean, orderly, and fully stocked for efficient service.
- Organized storage areas for efficient usage of space.
- Adhered to regulatory standards regarding safe and sanitary food prep.
- Cleaned kitchen equipment, surfaces, utensils and dishes.
Education
High School Diploma -
Thomas Jefferson High School
Skills
- Content moderation
- Documentation management
- Team collaboration
- Customer service
- Problem solving
- Effective communication
- Organization and time management
- Conflict resolution
- Decision-making
- Critical thinking
- Active listening
- Quality assurance
- Data management
- Verbal and written communication
- Bilingual, fluent in English and Spanish
Timeline
BPO Client relations
Edfinancial Services
05.2025 - 09.2025
Social Media Content Moderator
Teleperformance USA
01.2022 - 10.2024
Customer Service Representative
Alorica: Bank of America
08.2019 - 07.2021
Team leader/cashier
Burger King
04.2018 - 08.2019
Cook
Burger King
04.2017 - 04.2018
High School Diploma -
Thomas Jefferson High School