Sergio Salinas

SERGIO SALINAS --Sergio Salinas | LinkedIn EXCELLENCE CENTER SPECIALIST – CUSTOMER CARE & SCRUM An expert in Centers of Excellence (COE) with a distinguished career in operations management, customer service, and agile methodologies. Specializing in process improvement to ensure operational efficiency and excellence in customer service. Proven ability to develop service and loyalty strategies that optimize customer relationships and enhance satisfaction levels. Leadership and team management skills, creating collaborative and motivating work environments. Strong focus on fraud prevention and regulatory compliance, with expertise in OSINT and Anti-Money Laundering (AML), enabling the identification of patterns and mitigation of operational risks. Areas of Expertise: ● ● Centers of Excellence (COE) & Customer Care Agile Methodologies (Scrum, Kanban) & Operational Optimization ● Team Management & Strategic Leadership ● Process Optimization & User Experience Enhancement ● Fraud Prevention, Risk Analysis & Regulatory Compliance ● UX Experience | Open-Source Intelligence (OSINT) ● Advanced Microsoft Office | Google Analytics | HTML Professional Experience American Express 2024 -2025 CUSTOMER CARE PROFESSIONAL Consistently exceeded monthly goals in key performance indicators such as CSAT, First Contact Resolution, and overall satisfaction by optimizing the customer experience through efficient call management and the implementation of strategies focused on operational excellence. My focus on continuous improvement strengthened customer relationships and optimized internal processes, ensuring high service standards. ● ● ● ● ● ● ● ● Managed inbound calls and callbacks Account and balance reviews Card replacements Fraud prevention and resolution Currency conversions and taxes Membership bonuses Charge dispute resolution Interest and payment analysis UBER – Mexico 2020 - 2024 EXCELLENCE CENTER SPECIALIST Consistently exceeded monthly goals in key performance indicators such as CSAT, First Contact Resolution, and overall satisfaction by optimizing the customer experience through efficient call management and the implementation of strategies focused on operational excellence. My focus on continuous improvement strengthened customer relationships and optimized internal processes, ensuring high service standards. ● ● ● ● ● Managed chat support and outbound calls Order tracking and support Assisted in product creation and editing for stores Resolved issues with products and orders Fraud case analysis and resolution SERGIO SALINAS • Page 2 • - •-● ● Managed CRM, Jira, and Salesforce Supported delivery partners Cornershop by UBER 2020 - 2022 CUSTOMER SERVICE AGENT Initiated collaboration across multiple business units to align expectations and ensure successful outcomes, strengthening interdepartmental relationships. Consistently exceeded weekly and monthly targets through strategic decision-making and proactive measures. Contributed to a project to optimize the chatbot to enhance automated responses and updated guides/knowledge bases to ensure accurate and accessible information for customers and internal teams. ● ● ● ● ● Order tracking and support Assisted with damaged or incorrect products Updated personal data including email, phone, and addresses Managed Zendesk, Intercom, and Notion Supported and guided delivery partners during their registration process, ensuring successful integration Qualfon 2016 - 2020 TEAM LEADER / OPERATIONS SUPERVISOR Led continuous improvement initiatives through research and the implementation of innovative methods, optimizing operations and significantly reducing costs. Supervised departmental performance, ensuring compliance and providing strategic training to maintain high-quality standards. Additionally, provided support in workforce management (WFM), optimizing scheduling and forecasting to enhance team productivity. As a result of these strategies, I managed to position and maintain three business lines in the top rankings compared to other BPOs, consistently achieving set objectives and excelling in key performance metrics. ● ● ● ● ● ● Managed payroll validation to ensure accurate payments and labor law compliance Coaching and professional development focused on continuous improvement and agent growth Monitored and analyzed metrics using Excel to optimize operational performance Designed and implemented training and courses to strengthen team skills and improve efficiency Developed and processed quarterly reports, providing strategic insights on business line performance Coordinated and communicated with managers and directors, ensuring strategic alignment and operational optimization Qualfon 2016 - 2018 CUSTOMER SERVICE REPRESENTATIVE Ensured quality across calls, chats, and emails through efficient service and smooth customer experiences. My strategic focus in guiding and supporting teams contributed to improving productivity and customer satisfaction. Provided real-time operational support to colleagues, resolving inquiries and ensuring compliance with quality standards. ● ● ● ● Managed customer interactions via chat, calls, and emails through CRM Provided support to colleagues as a team reference by sharing best practices and resolution strategies Managed Salesforce and Jira for efficient case management and resolution Resolved travel service issues, including payment problems and credit application Education & Certification Computer Science, Research & Training– Universidad Santander – 2024 Digital Marketing Certification – Universidad de la Comunicación – 2019 Foreign Affairs - Universidad del Valle de Mexico – 2014 Project Management and Agile Methodology Fundamentals Certification Scrum Professional Certification - ScrumMaster (in progress) Certified Qualfon Course - Continuous Improvement & Six Sigma Green Belt Certified Qualfon Corse – Supervisor Readiness Introduction to Web Development SERGIO SALINAS • Page 2 • - •-English Certificate B2 Upper Intermediate Languages English: B2 Level (CMER) German: A2 Level (CEFR)