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Work Background
BitsoServicing Business Partner Specialist
Sep. 2024 - Jul. 2025Mexico City, MexicoDevelopment of Bitso's BPOs and management of their performance. Data analysis for continuous improvement in performance, products and internal procedures.
BitsoTrainer & Quality Assurance
Sep. 2020 - Sep. 2024Ciudad de México, MéxicoDesign training material and quarterly evaluations to improve knowledge of products and features. Redesigned the Quality Assurance program, implementing new metrics and parameters. Conducted regular 1:1 sessions with customer support agents, providing coaching and feedback to enhance their ability to effectively resolve customer escalations and improve overall customer experience. Analyzed data to present to leaders and make decisions, such as retraining and action plans.
BitsoCustomer Support Specialist
Oct. 2019 - Aug. 2020Ciudad de México y alrededores, MéxicoProvided comprehensive support to users, effectively troubleshooting and resolving a wide range of issues, from account access to product knowledge. Identified and implemented key improvements to internal support procedures, streamlining workflows and enhancing team efficiency. Successfully managed high-volume customer inquiries and escalations, demonstrating adaptability and resilience in a fast-paced environment.
UberEatsTrainer
Feb. 2019 - Sep. 2019Ciudad de México y alrededores, MéxicoProvided both administrative and operative training to new customers that
want to partner up with UberEats. Created new processes and materials to improve and have a better
understanding from trainees/restaurants. Solved any issue that the restaurant may have, from basic information of
their business to modifications of their menu.
UberEatsNew Partnerships Representative (Enterprise)
May. 2018 - Jan. 2019Ciudad de México y alrededores, MéxicoFollow up of new alliances and new clients, creation of accounts, menus and
profiles. Provided both operative and administrative training. Solved problems and followed up once the clients were already active in the
platform.
TelvistaBilingual Customer Service Representative
Mar. 2016 - Nov. 2017Ciudad de MéxicoPhone calls
Basic troubleshooting and billing.
Provided multiple options and ease of speech.
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