Carlos Fernando Zúñiga Herrera
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Carlos Fernando Zúñiga Herrera  new_releases

About

Detail

León, Castile and León, Spain

Contact Carlos regarding: 

work
Full-time jobs
Starting at USD2K/month
Flexible work
Starting at USD12.5/hour
Finding co-founders

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 15% verified
  • ergeon
    Senior Customer Operations Specialist verified_user Verified experience
    ergeon
    Oct 2023 - Current (1 year 9 months)
    • Provide personalized support to clients with escalated cases via phone, video calls, email, and messaging, ensuring efficient, cost-effective resolution with high customer satisfaction, while tracking all interactions in the company's CRM. • Follow up with customers who left negative reviews on platforms such as Yelp, Thumbtack, Angi Ads, Google Reviews, Trustpilot, and BBB, aiming to improve their experience and change their perception. • Design solutions using company standards, evaluating costs, legal risks, vendors, and project requirements to enhance customer satisfaction and foster long-term brand loyalty. • Support the customer service team in resolving complex cases. • Report resolved critical cases to management to help impr
  • S
    Senior Escalations Analyst
    Jul 2022 - Oct 2023 (1 year 4 months)
    • Analyze communications between teams and clients in complex cases to identify root causes and propose effective solutions. • Classify process errors, registering the project stage and responsible department to generate accurate complaint statistics. • Detect trends in escalated issues and propose process improvements to reduce risks and future escalations. • Create and update KPI's reports related to complaints, and generate special reports for operations and management. • Coordinate internally with multiple departments to follow up on open cases and ensure resolution.
  • Q
    Quality Assurance Analyst
    Feb 2022 - Jul 2022 (6 months)
    • Audit interactions between customers and sales, support, and construction teams to ensure compliance with quality standards from initial contact to project completion. • Provide feedback on areas for improvement that impacted customer experience or posed legal/financial risks. • Identify errors in closed sales and pending projects, and proposed corrective actions. • Detect recurring issues and errors, and suggest process improvements to sales and operations leaders.
  • V
    Call Center Supervisor
    Visum Solutions
    Jun 2021 - Feb 2022 (9 months)
  • G
    Sales Representative
    Grupo editorial Mx
    Jun 2017 - Dec 2019 (2 years 7 months)
  • C
    Operations Manager
    CUIDAMAS
    Jul 2014 - Jul 2016 (2 years 1 month)
  • T
    Team Leader
    Teletech
    Sep 2009 - Jul 2014 (4 years 11 months)
    As a Team Leader, I have successfully managed and guided high-performing teams, ensuring optimal performance and exceeding key performance indicators (KPIs). My experience includes overseeing inbound call center campaigns across multiple companies, where I optimized customer service workflows to enhance operational efficiency. I am skilled in coaching and training team members, fostering a collaborative environment that drives customer satisfaction. Additionally, my background in managing inbound calls has equipped me with the insights necessary to refine processes and improve overall service delivery.
Education verified_user 0% verified
  • Le Wagon
    Full Stack Web Development
    Le Wagon
    Jul 2022 - Jan 2023 (7 months)
  • U
    Project Management
    UVEG
    Jan 2016 - Jan 2018 (2 years 1 month)