R

Roberto Miguel Gutierrez Reyes

About

Detail

Virutal Assistant/ Customer Service Rep

Timeline

work
Job

Résumé

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  • V
    Administrative Assistant
    Vancula Agency
    Sep 2022 - Sep 2023 (1 year 1 month)
    Insurance Telemarketing Calls: • Conducted telemarketing calls for insurance companies, promoting insurance products and services to potential clients. • Demonstrated excellent communication and persuasion skills to effectively present and explain insurance options. • Managed and maintained customer databases, ensuring accurate and up-to-date information. Receptionist Assistance: • Provided administrative support as a receptionist, greeting visitors, answering phone calls, and directing inquiries. • Managed appointment schedules and maintained organized reception areas. • Assisted in handling incoming and outgoing mail, packages, and deliveries. Unlicensed Insurance Agent: • Worked as an unlicensed insurance agent for various insuran
  • A
    Account Manager "ACCM"
    Dec 2021 - Dec 2022 (1 year 1 month)
    ensuring accurate and consistent record-keeping. Achievement As a Supervisor responsible for more than 80 agents across seven different lines of business, I played a pivotal role in establishing and maintaining high standards of performance. I opened five new lines of business, directly engaging with clients and ensuring exceptional customer service. In addition, I audited agent work, provided coaching and feedback, and managed payroll and employee benefits. My collaborative approach with HR ensured accurate documentation and coding of various situations. I successfully fostered a productive and motivated team environment through effective leadership and a hands-on approach. Teleperformance, Account Manager "ACCM" December 2021-December DE
  • Startek San Pedro Sula
    Supervisor
    Startek San Pedro Sula
    Jun 2021 - Dec 2021 (7 months)
    • Managed a team of over 80 agents, overseeing their performance and ensuring the achievement of key performance indicators (KPIs). • Led and supervised agents across seven different lines of business, including five newly opened lines. • Acted as the main point of contact for clients, providing professional and responsive customer service. • Conducted regular audits of agent work to maintain quality standards and identify areas for improvement. • Provided agents with coaching, feedback, and performance evaluations, fostering their professional growth and development. • Facilitated shadowing sessions and team meetings to enhance team collaboration and knowledge sharing. • Responsible for payroll management, calculating agent bonuses,
  • Startek San Pedro Sula
    Teleperformance Customer Service (Back Office)
    Startek San Pedro Sula
    Jan 2021 - Jun 2022 (1 year 6 months)
    • Managed document reception and review processes for vehicle registrations, ensuring compliance with DMV regulations. • Verified the accuracy and completeness of documents before forwarding them to the DMV for registration. • Handled customer contracts, ensuring timely distribution and addressing any inquiries or concerns. • Acted as an auditor for a period of two months, conducting thorough quality checks on processed documents and transactions. • Served as a Subject Matter Expert (SME) for one month, providing guidance and support to fellow agents on complex cases. • Promoted to the role of the first supervisor in San Pedro Sula, leading a team of customer service representatives. • Provided coaching, training, and performance feed
  • K
    KMS Solutions, Customer Service
    Nov 2020 - Jan 2021 (3 months)
    • Provided excellent customer service to clients of CenturyLink, a telecommunications company. • Handled customer inquiries, complaints, and technical issues, ensuring prompt and satisfactory resolutions. • Demonstrated exceptional product knowledge and effectively communicated service offerings to potential customers. • Actively promoted and upsold additional services to enhance customer experience and drive sales. • Utilized CRM systems to document customer interactions, update account information, and track sales leads. • Collaborated with cross-functional teams to resolve complex customer issues and escalations. • Negotiated pricing, terms, and contract agreements to secure new business and maximize revenue. • Developed and maint