MARCOS ALCALA MEDELLIN
Summary
Bilingual operations and customer success professional with over 7 years of experience enhancing workflows and managing teams. Proven track record in resolving complex escalations and optimizing processes to boost operational efficiency and elevate customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Support / Client Services Specialist
FIS
Houston, TX
02.2025 - Current
- Delivered high-quality customer support via phone and in person, resolving card and account issues to enhance customer satisfaction.
- Consistently meet performance metrics and customer satisfaction goals in a high-volume environment.
- Managed complex customer issues through diagnostics, documentation, and stakeholder updates, meeting service-level timelines.
- Coordinated with internal departments to resolve escalations, ensuring timely case progression and effective issue resolution.
- Collaborate with engineering and product teams to resolve high-impact incidents and restore service continuity.
- Analyze support ticket trends and contribute to knowledge base improvements that reduce repeat issues and improve service consistency.
- Maintain detailed case documentation and shift transition notes to support operational consistency.
Operations Manager
Unifi/Cruise
Houston, TX
08.2024 - 02.2025
- Managed daily operations for autonomous vehicle programs, overseeing fleet readiness, staffing, safety compliance, and garage operations.
- Led hiring, onboarding, scheduling, training, and supervision of operations coordinators and driverless support specialists to build a skilled and efficient team.
- Developed and implemented SOPs, operational procedures, and workflow checklists to improve efficiency and support safe AV deployment.
- Collaborated cross-functionally with fleet management, engineering, and leadership teams to support 24/7 operational execution.
- Conducted performance evaluations, coaching sessions, and improvement plans to strengthen team productivity and accountability.
- Oversaw inventory management, vehicle preparation, charging operations, quality assurance, and reporting processes.
- Created operational reports, presentations, and procedural documentation to streamline communication and support operational goals.
- Enhanced workflow efficiency and ensured operational continuity in fast-paced startup environment by implementing effective processes.
Restaurant Manager
Gratify Bistro
Houston, TX
04.2023 - 06.2024
- Supervised front-of-house and back-of-house operations, ensuring effective staffing, scheduling, inventory management, and customer service.
- Led team performance initiatives through coaching, training, mentorship, and performance evaluations.
- Managed POS systems, cash handling, food safety compliance, and daily operational procedures.
- Resolved customer concerns and team conflicts, fostering a high-quality guest experience.
- Implemented operational improvements, leading to enhanced productivity and increased customer satisfaction.
- Maintained compliance with food safety and sanitation standards.
Case Aide / Facility Operator
Southwest Key Programs
Houston, TX
11.2018 - 03.2023
- Supported shift leadership with daily operations, staff coordination, and youth supervision in a high-responsibility environment.
- Served as a mentor and role model while promoting positive behavior and enforcing program policies and safety procedures.
- Managed tracking systems for fleet vehicles, keys, radios, and facility supplies to ensure availability and accountability.
- Coordinated maintenance, repairs, inspections, and vendor communications to maintain operational efficiency of facility.
- Performed construction and repair work including drywall, painting, plumbing, electrical repairs, and lock maintenance.
- Maintained equipment inventories and submitted requisitions to support seamless operational readiness.
- Assisted with fleet operations and cross-department support.
Lead Customer Service Representative
Maximus Inc.
Brownsville, TX
07.2016 - 09.2018
- Supervised and mentored customer service representatives, enhancing service quality and meeting performance standards.
- Monitored team performance and provided coaching to improve productivity and customer satisfaction.
- Developed and implemented customer service procedures and process improvements, streamlining operations.
- Assisted customers with disputes, applications, and account-related concerns while maintaining professionalism and efficiency.
- Prepared reports on service metrics and operational performance, providing insights for leadership review.
Education
A.A.S. - Business Management
Texas Southmost College
Brownsville, TX05-2021
High School Diploma -
Homer Hanna High School
Brownsville, TXSkills
- Customer Support & Client Relationship Management
- Escalation Management & Conflict Resolution
- KPI Tracking, Data Analysis & Performance Reporting
- Workflow Optimization & Process Improvement
- Team Leadership, Staff Development & Coaching
- Performance Management & Workforce Scheduling
- Cross-Functional Collaboration
- Safety & Compliance Management
- Operational Documentation & Reporting
- Microsoft Office Suite Google Workspace CRM & Helpdesk Systems Adobe Acrobat
Additional Information
Bilingual: English & Spanish, Experienced in fast-paced, high-volume operational environments, Strong leadership, organizational, and communication skills, Forklift and front loader experience, ServSafe & Food Handler knowledge, Comfortable leading diverse teams and collaborating cross-functionally
Languages
Spanish
Native/ Bilingual
Timeline
Customer Support / Client Services Specialist
FIS
02.2025 - Current
Operations Manager
Unifi/Cruise
08.2024 - 02.2025
Restaurant Manager
Gratify Bistro
04.2023 - 06.2024
Case Aide / Facility Operator
Southwest Key Programs
11.2018 - 03.2023
Lead Customer Service Representative
Maximus Inc.
07.2016 - 09.2018
A.A.S. - Business Management
Texas Southmost College
High School Diploma -
Homer Hanna High School