MARCO A. ALANIS
Denton,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Elektron Del Bajío
Saltillo, Coahuila
07.2014 - 02.2016
- Responded to customer inquiries via phone, email, and chat, ensuring timely resolution of issues.
- Assisted in troubleshooting product concerns, enhancing customer satisfaction and loyalty.
- Collaborated with team members to streamline processes, improving response time on service requests.
- Responded to customer requests for products, services, and company information.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained accurate records of customer interactions using CRM software, ensuring data integrity.
Customer Service Representative
Cobyat S.A. De C.V.
Monterrey N.L.
05.2011 - 04.2014
- Assisted customers with product selection and inquiries, enhancing overall satisfaction.
- Processed transactions accurately using point-of-sale systems, ensuring efficient service delivery.
- Collaborated with team members to resolve customer issues promptly, fostering a positive environment.
- Trained new staff on customer service protocols and best practices, promoting consistency in service quality.
- Identified opportunities for upselling and cross-selling based on customer needs and preferences.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Store Manager
Argovi Refacciones S.A. De C.V.
Monterrey N.L.
02.2011 - 05.2011
- Managed daily store operations ensuring optimal inventory levels and customer satisfaction.
- Led team training initiatives to enhance product knowledge and customer service skills.
- Developed promotional displays driving increased foot traffic and sales performance.
- Fostered a positive team environment encouraging collaboration and employee engagement.
- Evaluated vendor relationships optimizing supply chain effectiveness and cost management.
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Construction Supervisor
Caminos Y Urbanizaciones Nacionales S.A. De C.V.
Monterrey N.L.
04.2004 - 04.2010
- Supported the supervisor in managing on-site teams, promoting effective communication and collaboration among workers.
- Monitored equipment usage and maintenance schedules, contributing to operational efficiency and reducing downtime.
- Implemented organizational systems for project documentation, improving accessibility and accuracy of records.
- Collaborated with subcontractors to ensure compliance with project specifications and regulatory requirements.
- Inspected completed work to verify quality standards and compliance with criteria.
- Checked equipment to determine if maintenance was required.
Store Manager
Refaccionaría Rogelio S.A. De C. V.
San Nicolás Gza., N.L.
01.1996 - 03.2004
- Implemented efficient scheduling processes maximizing staff productivity and coverage.
- Oversaw loss prevention strategies reducing shrinkage through effective monitoring practices.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Store Associate
Gigante S.A. De C.V.
Monterrey N.L.
01.1995 - 12.1995
- Maintained store cleanliness and organization to ensure optimal inventory display.
- Implemented visual merchandising strategies to attract customers and promote sales.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Warehouse Manager
Distribuidora Agral Regiomontana (Pepsi)
Monterrey N.L.
01.1993 - 01.1994
- Streamlined inventory management processes to enhance accuracy and reduce discrepancies.
- Implemented safety protocols, ensuring compliance with industry regulations and best practices.
- Organized storage layouts, resulting in increased accessibility of items and improved worker efficiency during retrieval tasks.
Education
Incomplete Degree - Lic. Mercadotecnia
Centro De Estudios Universitarios CEU
Monterrey N.L.No Degree - Electronic Engineering
Facultad De Ingeniería Mecánica Y Eléctrica
Monterrey N.L.High School Diploma -
Preparatoria #2
Monterrey N.L.01.1992
Graduate Certificate -
Esc. Secundaria Prof. José T. Puente
Monterrey N.L.01.1989
Graduate Certificate -
Esc. Primaria Gral. Ignacio Zaragoza
Monterrey N.L.01.1986
Skills
- Customer service
- Client relations
- Active listening
- Critical thinking
- Data entry
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Elektron Del Bajío
07.2014 - 02.2016
Customer Service Representative
Cobyat S.A. De C.V.
05.2011 - 04.2014
Store Manager
Argovi Refacciones S.A. De C.V.
02.2011 - 05.2011
Construction Supervisor
Caminos Y Urbanizaciones Nacionales S.A. De C.V.
04.2004 - 04.2010
Store Manager
Refaccionaría Rogelio S.A. De C. V.
01.1996 - 03.2004
Store Associate
Gigante S.A. De C.V.
01.1995 - 12.1995
Warehouse Manager
Distribuidora Agral Regiomontana (Pepsi)
01.1993 - 01.1994
Incomplete Degree - Lic. Mercadotecnia
Centro De Estudios Universitarios CEU
No Degree - Electronic Engineering
Facultad De Ingeniería Mecánica Y Eléctrica
High School Diploma -
Preparatoria #2
Graduate Certificate -
Esc. Secundaria Prof. José T. Puente
Graduate Certificate -
Esc. Primaria Gral. Ignacio Zaragoza
INFORMACIÓN PERSONAL
- Birth Day: 01 de Julio de 1974, Reynosa, Tamaulipas Mexico.
- Age: 51
- Status: Married