Experience

SoLo Funds

• United States
• Financial Services
• 1 - 100 Employee

• Technical Support Supervisor (VIP users)

  • Feb 2022 - Present

  -Managing and optimizing the operational processes and workflows within the customer success department. This includes streamlining onboarding processes, defining standard operating procedures, and implementing tools or systems to improve efficiency and effectiveness. -Summarizing and communicating the results of data analysis, both technical and non-technical. This involves creating reports, presentations, and data-driven recommendations to aid decision-making processes. -Managing user issues, providing proper solutions and options within the time limits; following up to secure resolution following communication procedures, guidelines, and policies. -Guiding and coaching the CS team and operations to process customer requests promptly, ensuring that these requests are resolved and followed up on appropriately, and escalating when necessary. -Achieving personal and business goals in alignment with our company's KPIs and metrics. -Working with internal departments to meet customers' needs. -Entering and analyzing data into various platforms. -Working under minimal supervision. -Having the ability to multi-task, organize, and prioritize work. -Having the drive and ability to learn new technologies and adapt to new projects. Participating in and providing feedback in brainstorming sessions and scoping meetings. Show less



Original-Group

• Mexico
• Hospitality
• 100 - 200 Employee

• Technical Support Specialist

  • Apr 2019 - Feb 2022

  -Answering calls, emails, and chats related to their memberships, general questions, financial assistance, and requests. -Create operation manuals for each department. -Ensuring that all customer requests, problems, and complaints are resolved promptly and accurately. -Working with a variety of customers and in different situations, completing requests quickly, and ensuring everything is solved within the stipulated time frame. -Thriving while working under pressure, prioritizing the most important tasks to complete all work. -Focusing on results and objectives. -Having negotiating capacity and working at a fast pace. -Achieving a high level of customer satisfaction and retaining customers. -Having knowledge of CRM systems. -Having thorough product knowledge. -Tracking customer service KPIs and metrics. Show less



Centro Mexicano De Innovación En Energía Océano (CEMIE-O);

• Cancún, Quintana Roo, México

• Engineering Scholarship as Technical Assistant

  • Jan 2016 - Jul 2018

  -Participate in research to develop an OTEC Plant Prototype for the Mexican Caribbean Sea, specifically designed to optimize processes based on the characteristics of national resources. -Technical Project reports through all stages -Communication with international suppliers to buy equipment for the OTEC power plant prototype. -Participate in research to develop an OTEC Plant Prototype for the Mexican Caribbean Sea, specifically designed to optimize processes based on the characteristics of national resources. -Technical Project reports through all stages -Communication with international suppliers to buy equipment for the OTEC power plant prototype.