Manuel Eduardo Lemus
Contact Info
Language proficiency:
English: C1
-
Spanish: Native
-Santa Ana, El Salvador
PROFESSIONAL SUMMARY
Industrial Engineer with over 5 years of experience in team management across manufacturing,
maintenance, and call centers. Goal-oriented with strong problem-solving skills, adaptable, and
capable of learning quickly to excel in diverse work environments. Over 4 years of remote work
experience delivering outstanding customer service in English (C1) and Spanish (native) for US
companies. Proficient in MS Office (Word, Excel, Outlook, PowerPoint), Google Workspace and
virtual collaboration tools like Teams, SharePoint, Zoom, or Slack as well as different phone and
CRM systems.
WORK EXPERIENCE
Customer Service Representative (WFH) Retail Account, Ava’s Flowers
Nov 2023 – Present
• Make outbound calls to follow up on customers' concerns and disputes regarding delivery,
billing, or quality issues submitted through the ticketing system. Address the issues with
them and work to ensure resolution, aiming for at least a 90% score on the customer
satisfaction survey.
• Track flower arrangement statuses with providers and vendors, update records in CRM, and
keep customers informed about the stages of their order process, including providing tracking
information for their shipments.
• Schedule flower arrangement deliveries and coordinate with different stakeholders, such as
florist partners, funeral homes, and schools, to ensure the deliveries are made according to
specifications and in a timely manner.
• Respond to customer inquiries via email, using templates or customizing answers with the
help of ChatGPT to draft them.
• Gather and organize proof of delivery files, pictures, and documents sent by carriers and
delivery partners to use as support in case of possible dispute cases.
Independent Contractor (Weekend) Inbound Sales, Great Health Works
Aug 2023 – Apr 2024
• Answer incoming calls in English and Spanish with the goal of converting 67% of calls to
sales of nutritional supplements.
• Use excellent soft skills such as active listening, building rapport, empathy, to close the sale
or redirect the call to the right department depending on the customer’s request.
• Educate the customer regarding products to address concerns and overcome objections.
• Build product value to show the customer how the products will serve their needs and reach a
50% of upselling rate.
• Summarize Omega XL purchase at the end of every call ensuring the accuracy of the data
entered and submit the order through CRM system.
Team Leader Operations (WFH) Avis/Budget Group, Concentrix
Aug 2022 – Jul 2023
•
Supervise a team of 15-19 advisors, driving performance to achieve KPIs including
conversion rates, upselling percentages, and NPS goals.
•
Implement action plans and conduct regular follow-up meetings to ensure continuous
improvement in performance metrics as well as schedule and conduct team huddles through
teams or zoom.
•
Monitor advisors' schedule adherence and timekeeping to optimize efficiency.
•
Conduct weekly evaluations of calls to ensure adherence to company policies and maintain
service quality standards, as well as coach them on improvement opportunities.
•
Actively participate in internal and external Quality Assurance calibrations to align calls
evaluation criteria with the client.
•
Interview and onboard new team members, as well as provide additional training during their
nesting period to enhance advisors' customer service and upselling abilities.
•
Provide support on difficult cases through live chat (Quick Connect Chat) to agents for them
to better assist on customers issues, as well as take calls for escalated issues.
Customer Service Agent (WFH) Macy’s/Bloomingdale’s, Concentrix
Sep 2020 – Aug 2022
• Create online reservations through the CRM. Provide guided assistance through the Macy’s/
Bloomingdale’s website to the customers.
• Clarify customer´s concerns about products, services and promotions, as well as following up
with the shipping carriers (UPS, Doordash, Lasership, Borderfree) to coordinate orders
deliveries.
• Create and send shipping labels, coordinate with the carriers pick up of returned items and
provide updates to the customers regarding their shipments tracking info.
• Handle customers complaints over the phone (Avaia and Genesis) and process product
returns, reshipments, accommodations or price adjustments, also redirect their calls or start
three-way calls when the issue needed to team up with different departments.
• Call customers back to follow up on their cases and ensure their satisfaction.
•
Create and update online profiles, and onboard customers new to the loyalty program, as well
as resolve issues regarding their loyalty points, discount codes, gift cards and rewards.
Independent Construction Contractor Apr 2016 – Mar 2020
• Handle relationships with customers and negotiate a budget for services provided.
• Design a working plan for house improvement or restoration for customers including
duration of activities, deadlines and itemized costs.
• Control and supervise work advance and cost goals to ensure the work is being delivered in a
timely manner.
• Schedule visits of specialized technicians in electricity, plumbing, and painting to perform
maintenance activities and follow up with customers to ensure their satisfaction.
Production Supervisor Intradesa Plant No. 2, Soyapango
Nov 2015 – Mar 2016
• Supervise operational personnel (in charge of 75 people).
• To achieve over 95% daily efficiency and quality goals for the team.
• Inventory management on the production unit. Including work in process, and finished goods
ready to be exported.
Process Engineer Fruit of The Loom, El Salvador
Aug 2013 – May 2014
• Financial variance analysis of raw materials to look for process improvement opportunities.
• Calculation of consumption rates and waste of materials on forecasted production to set a waste
goal and implement plans to reduce it.
• Audit procedures, to ensure all steps of a process are followed. Also, to train operators in new
procedures until they are able to follow them smoothly.
• Developing projects for process improvement and cost reduction in the plant.
• Documentation of procedures, development and maintenance of measurement systems and
key performance indicators (KPIs).
STUDIES
•
Bachelor's Degree in Industrial Engineering
Universidad Católica de El Salvador,-
•
Economics and Business (Incomplete)
Escuela Superior de Economía y Negocios,-
•
High School - Accountant Assistant Option
Instituto Nacional de Santa Ana,-
CERTIFICATIONS
•
Green Belt Certification in Six Sigma Process Improvement
Fruit of the Loom Educational Center, 2013
•
Team Leader Academy
Concentrix University, 2023
ADDITIONAL INFORMATION
Accustomed to working remotely with minimal supervision, own a dedicated and well-equipped
home office, with an updated computer, dual monitors, noise-canceling headsets, a power backup,
and a reliable wired internet connection.
