Ricardo Rodriguez Casanova
Santa Catarina,Mexico
Summary
25 years experience in deployment, monitoring and innovation of processes oriented to customer
satisfaction, metrics and indicators.
A technology passionate always seeking to be up to date with courses and new tendencies.
Sales strategy, negotiation lover accustomed to follow the methodology of Continuous Improvement 6 Sigma as well as processes of innovation.
Profiling and analysis of consumption needs as well as the elaboration of commercial proposals
Negotiation, Sales, , Problem Solving Skills
Overview
25
25
years of professional experience
1
1
Certification
Work History
Workforce Engineering Track Eng
Hexaware Technologies
12.2024 - Current
- Service Desk Agent supporting a US technology firm ticket processing into SNOW tool, adapting to diverse challenges such as root cause identification remote troubleshooting into a multi tasking skill (phone,chat,email) O365 foe Windows and Mac users, VPN configuration and troubleshooting, applying innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Strengthened communication skills through regular interactions with others.
Sales Consultant
Global Telesourcing Mexico, S. de R.L. de C.V
Monterrey, Nuevo Leon
12.2023 - 08.2024
- Identifying prospects via outbound calls and lead generation
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Supporting and executing massive market sales strategies
Daily follow up, and metrics achievement, monthly sales report and customers activities
1st. line Support Engineer
Atos Global Delivery Center
03.2022 - 11.2023
- Service Desk support to end users IT, B2B oriented and troubleshooting customer's issues, Service Now ticketing management based on KB´s procedures to help solve user's issues.
- Highlights: Hardware infrastructure, data network, remote support for laptops and mobile phone, MFA configuration, ServiceNow, ITIL, MS Azure.
Software Technical Support - Product trainer
SGS de Mexico sa de Cv
03.2019 - 03.2022
- Company Overview: Fiserv (Enfact System)
- Lost and stolen cards reports and activations, supporting collections and treasury internal customers on reversals, misapplied payments and reconciliations.
- Highlights: I was promoted as a product trainer on May 2020 based on my performance and metrics achievement.
- Fiserv (Enfact System)
Technical Support Specialist
Hispanic Teleservices Gdl
08.2018 - 03.2019
- Technical support for satellite internet network (Hughesnet USA) Troubleshooting and network maintenance, assisting customers to process their payments and reactivations.
Account Receivable Supervisor
Dicex sa de cv
01.2016 - 07.2017
- Responsible for collections and portfolio handling starting with 55 accounts, reaching 198 as analyst, performing account conciliations, payments applications follow up and weekly statement updates, follow up and monitoring results billing and open invoices 30,60,90 days for immediate collection, constant communication with the billing area and treasury.
Customer Service Supervisor
Sitel de Mexico sa de cv
01.2013 - 01.2016
- Company Overview: Customer service for a telecommunication company in the U.S (Xfinity)
- Customer service, collections and technical support, metrics management, and goals achievement follow up, always aimed to customer satisfaction, Troubleshoot and network maintenance, my team achieved for 5 months in a row the 1st position on rank list (collections, metrics).
- Customer service for a telecommunication company in the U.S (Xfinity)
Bilingual Customer Service
Teleperformance Hispanic Sa de Cv
01.2011 - 11.2012
- Customer Service, billing and soft collections (At&t Account) helping clients to process payments and reestablish their service troubleshooting and network maintenance.
Customer service/sales rep.
Axtel S.A.B de C.V.
05.2000 - 11.2009
- Responsible for executing the acquisition process Mass Market (business phone service). Small/medium Segment Consumer Profiling and Development needs of Commercial Proposals Products and Services Advisory Ongoing. (4 years) National Order Entry for Mass Market. (2 years) VAS value added services sells.
Education
LAE - Administración de Empresas
UANL Facpya
06.1995
Bachillerato - undefined
Preparatoria # 15 unidad Florida
Mty, N.L06.1991
Secundaria - undefined
Esc. Sec. "Felipe Carrillo Puerto"
Gpe, N.L01.1988
Primaria - undefined
Esc. Prim. "Leyes de Reforma"
Gpe, N.L01.1986
Skills
- Problem-solving mindset
- Flexibility
- Adaptation
- Fast decision making
- Oriented to exceed customer's satisfaction
- Self-motivated
- Accustomed to work for objectives and deadlines
Certification
-Anti-bribery & Anti-corruption (ABAC) - 2025
-Code of Conduct - 2025
-Environmental Social and Governance - 2025
-Information Security and Data Privacy - 2025
-Phishing Awareness Training - 2025
-Social Media Policy - 2025
-Unconscious Bias - 2025
-Diploma MBI (Master in business innovation 2016 (Cedim)
- New Strategies for sale 2011 (Armstrong Instructors)
- Fundamentals Workshop- Continuous Improvement Cycle 'Feb-2009
- Training Workshop (Impact Sales Telemarketing) Feb-2006
- Platform Development Programme (Specialization Customer Service) May-2004
Timeline
Workforce Engineering Track Eng
Hexaware Technologies
12.2024 - Current
Sales Consultant
Global Telesourcing Mexico, S. de R.L. de C.V
12.2023 - 08.2024
1st. line Support Engineer
Atos Global Delivery Center
03.2022 - 11.2023
Software Technical Support - Product trainer
SGS de Mexico sa de Cv
03.2019 - 03.2022
Technical Support Specialist
Hispanic Teleservices Gdl
08.2018 - 03.2019
Account Receivable Supervisor
Dicex sa de cv
01.2016 - 07.2017
Customer Service Supervisor
Sitel de Mexico sa de cv
01.2013 - 01.2016
Bilingual Customer Service
Teleperformance Hispanic Sa de Cv
01.2011 - 11.2012
Customer service/sales rep.
Axtel S.A.B de C.V.
05.2000 - 11.2009
Bachillerato - undefined
Preparatoria # 15 unidad Florida
Secundaria - undefined
Esc. Sec. "Felipe Carrillo Puerto"
Primaria - undefined
Esc. Prim. "Leyes de Reforma"
LAE - Administración de Empresas
UANL Facpya