Victoria Guerra Medina

• Resolve customer contacts through various support modalities including inbound and outbound calls, email, chat, and tickets
• Investigate case details to resolve root cause of issues
• Learn and master multiple applications and resources including contact management systems and knowledge bases
• Communicate quickly and effectively to internal and external partners
• Triage and escalate urgent issues in order to drive them to resolution
• Complete thorough documentation and notation on customer contacts
• Provide feedback to leadership and program teams regarding processes and trends

Managed and monitored the allocated budget of the Academic Exchange and Cultural Promotion program of the Mexican Agency for International Development Cooperation. Among the assigned activities was the timely payment of study incentives for the scholarship recipients (payroll) and the authorization of the budget for procedures and expenses inherent to their mobility and studies (tuitions, plane tickets, registration to the IMSS). I was also in charge of the administration of the Real Estate and Material Resources department where I participated in Public Bids, I managed Framework Contracts for events of the Administrative Unit, as well as the logistics of these (Transportation coordination for 2,000 high-level guests, Food , lodging, plane tickets, security, lounges and exhibition halls), I was also in charge of the drivers of the Administrative Unit for the logistics of courier delivery-reception, as well as assistants from the same who carried out the internal Control of Messenger service.