Germán Briones
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Germán Briones

Germán Briones

About

Detail

Associate Manager | Customer Service Expert | Project Management | Full Stack
Puebla, Mexico

Contact Germán regarding: 

work
Full-time jobs
Starting at USD2K/month
Flexible work
Starting at USD12/hour

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • H
    Associate Manager - IT Services (Technology & Telecommunications)
    HCLTech
    Jan 2024 - May 2025 (1 year 5 months)
    As an Associate Manager in the Global Technology Services department, I play a key role in ensuring seamless project execution and issue resolution for external clients, collaborating with stakeholders ranging from local managers to senior directors in Consumer, Technology, and Analytics departments. - Conduct daily, weekly, and monthly meetings with clients to align on project progress, provide feedback, and address challenges. - Develop, review, and maintain sheets, dashboards, documentation, and manuals to support operations. - Provide on-site support for technical, software, and network-related issues. - Manage ticket handling and follow-ups with cross-functional departments to ensure timely resolution. - Structure and optimize process
  • ttec
    Bilingual Customer Service Representative
    ttec
    Apr 2023 - Jul 2023 (4 months)
    Provided exceptional assistance to customers in the US, UK, Australia, and Germany within a renowned e-commerce company. My responsibilities included addressing various needs of both buyers and sellers, such as limits increase, listings review, feedback appeals, account security, high-risk assessment, and account reinstatement.
  • ModSquad
    Assistant Project Manager
    ModSquad
    Feb 2021 - Dec 2022 (1 year 11 months)
    Co-managing projects across different industries (Music streaming company, High-end jewelry brand and Software company), primarily monitoring the agent's performance and service quality but also reporting on a weekly, monthly and annual basis the performance of multiple lines of business, communicating with the clients, managing a bigger team of Advisors and Team Leads while working closely with different departments such as Recruiting, Training and Workforce Management.
  • ModSquad
    Customer Service Team Lead
    ModSquad
    Jun 2020 - Feb 2021 (9 months)
    Provided support for agent's questions on workflows, following up with a set team of advisors, monitoring their attendance, performance quality and career growth within the project.
  • ModSquad
    Bilingual Customer Service Representative
    ModSquad
    Mar 2020 - Jun 2020 (4 months)
    Assisting customers over chat, email and web messaging for the biggest music streaming company worldwide, helping with payment clarification, managing subscriptions, refund requests, app troubleshooting and others.
  • LanguageLine Solutions
    Interpreter
    LanguageLine Solutions
    Dec 2019 - Jul 2020 (8 months)
    Online over-the-phone interpretation varying from utility companies to finance, banking, insurance, hospitals/medical clinics and government institutions (Housing Authority, Texas Health and Human Services Commission, Local County Sheriff's office, 911 emergency calls).
  • I
    Bilingual Customer Service Representative
    Intermex Wire Transfer LLC
    Aug 2019 - Jan 2020 (6 months)
    Worked in the fraud prevention department, verifying possible high-risk transactions to prevent money laundering, fraud, etc. Occasionally helped English speaking customers placing international money orders.
  • T
    Bilingual Customer Service Representative
    Teleperformance
    Apr 2019 - Jul 2019 (4 months)
    Worked for a clean energy company serving the Texas area, helping customers with their payments, finding the best plan for their needs and budget as well as promoting clean energy.
  • Alorica
    Real Time Analyst
    Alorica
    Jul 2018 - Dec 2018 (6 months)
    Monitoring agent's activities and the LOB KPIs on a daily, weekly, and monthly basis, sending performance reports to the client as well as our other Project departments to provide feedback. My duties also included setting up the agent's tools, CRMs and troubleshooting them.
  • Alorica
    Bilingual Customer Service Representative
    Alorica
    Jun 2018 - Jul 2018 (2 months)
    Assisting customers for the biggest online store in the US and Mexico, helping to set up online orders, payment troubleshooting, package tracking, refund requests and manage subscriptions.
  • T
    Bilingual Customer Service Representative
    Teleperformance
    Nov 2017 - Apr 2018 (6 months)
    Worked for a worldwide renowned money transfer company, helping people in the US to send money internationally and verifying for high-risk transactions.
  • Telcel
    Customer Service Representative
    Telcel
    Jun 2013 - Dec 2013 (7 months)
    Here I initiated my career in the Customer Service Industry as a Representative, providing exemplary service to national customers of the largest mobile phone carrier in Mexico. Assisted customers with billing inquiries, plan upgrades and renewals, subscription management, purchases, and troubleshooting to ensure seamless experiences.
Education verified_user 0% verified
  • B
    Bachelor's degree, Physics
    Benemérita Universidad Autónoma de Puebla
    Aug 2014 - Dec 2016 (2 years 5 months)
  • B
    Bachelor's degree, IT Engineering
    Benemérita Universidad Autónoma de Puebla
    Aug 2012 - Jul 2016 (4 years)