Alan Pérez

ALAN PÉREZ Customer Support Specialist Cellphone --•Guadalajara, Jalisco• PROFILE Business EDUCATION Administrator with great experience in Bachelor in Business Administration | Customer Service, CRM and sales, Help Desk and UANL 2004 -2008 Remote Support Tools, Tech Support, Call Center, Universidad Autónoma de Nuevo León Large Groups Coordinator, Events Planner, Supervisor Academic Exchange (Last Year of Studies) as well as Creative Content Development. Advanced in Paris, France at “The American English. Business School” – Graduated with Honors. WORK EXPERIENCE Nov 2018 - Events and Reservations Manager | GRUPO GITANO - Remote Apr 2020 I'd created the company's events and reservations department and its processes building hundreds of customer relationships using a CRM software (Zendesk) as well as Help Desk and Remote Support Tools like Help Scout, Gather, and Slack. I increased sales and revenue effectively managing events and reservations for 5 restaurants in New York, Tulum, and Miami. My clients were high profile individuals mostly from the United States as well as Europe, and I interacted with them via phone, email, or chat. Aug 2016 - Reporter | TELEVISA - Mexico City Apr 2018 Special Investigations and Social Media Editor for the most important news broadcast in Mexico, “En Punto” with Denise Maerker. Jan 2014 - Editorial Coordinator | MILENIO TV - Mexico City Aug 2016 Daily Script and Reporting for the prime time news shows. Aug 2010 - Integration Coordinator | Teleperformance Hispanic - Monterrey Dec 2011 I was in charge of the learning curve for more than 300 new bilingual customer service agents (“newbies”) in different lines of businesses to reduce the percentage of attrition. Jan 2009 - Operations Supervisor | Teleperformance Hispanic - Monterrey Aug 2010 I coached 45 bilingual customer service agents on how to build strong customer relationships, how to exceed customer expectations, and how to generate moments of excellence in every interaction with clients from the United States. We provided tech support related to the Internet, Phone, Cable, or TV via phone, email, or chat. I used to give weekly feedback, develop action plans, and follow up KPIs. LANGUAGES SKILLS Advanced English - Business Customer Advocate, Initiative, Great Attitude, Communications Course Certificate, Team Player, Build Great Relationships, Always Toronto, Canada. Looking for Excellence, Out-Of-The-Box Advanced French – DELF B1 mentality, Quick Learner, Works well under pressure.