Office
Giovanni Rodolfo Contreras Ortiz
Bachelor Of Science And Letters
Guatemala City,GU
Summary
- I am a person who is interested in collaborating, learning and teaching, always looking for the achievement of the objectives in benefit of reaching the general goals, responsible in the tasks that are assigned to me and I have good control of my emotions, which allows me to have very good interpersonal relationships. with my work partners. For almost 20 years I have worked in various call center business lines, which is why I consider him more than a good prospect to take into account.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Recruitment Analyst Support
ICS de Guatemala 24-7 Intouch
Guatemala, Guatemala
09.2021 - 03.2022
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Exceeded goals through effective task prioritization and great work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Led projects and analyzed data to identify opportunities for improvement.
- Support during the high season (Ramp) in the recruitment area as the first filter, calling the people who applied through the different platforms to obtain a position as customer service agents within the company.
Customer Service Agent
ICS De Guatemala 24-7 Intouch
Guatemala, Guatemala
11.2019 - 09.2021
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Customer service for the Walmart U.S.A account
Operations Supervisor and Administrative Analyst.
Atento de Centro America y El Caribe
Guatemala, Guatemala
11.2009 - 08.2018
- Encouraged and promoted ideas aligned to business needs and benefits.
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
- Responsible for the verification of compliance and analysis of administrative
processes within the company in the Nearshore area based on the accounts
managed by the company (Asurion, Doordash, Expedia Egencia, BBVA
Impact)
Follow-up of the disciplinary corrective processes according to the legal
framework of the law (Sanctions) to complement files for staff leave, follow-up
to daily assistance and fulfillment of hours worked by employees vrs payroll
accounts (Salary Impact) in charge.
Operations Supervisor (TL)
Atento de Centro America y del Caribe
Guatemala, Guatemala
07.2004 - 08.2008
- Managed team of employees, overseeing hiring, training, and professional growth of employees.
- Participated in team-building activities to enhance working relationships.
- Used Microsoft Word and other software tools to create documents and other communications.
- Operations Supervisor for the Terra Internet account (Sale of Internet Service
Dial UP Outbound)
Operations Supervisor for the BBVA Bancomer de México account (Sale
Departmental Credit Card and Outbound Banking)
Operations Supervisor for the Telefónica México account (Inbound Customer
Service)
Operations Supervisor for the Telefónica México account (Crosseling and Up
Selling Inbound)
Operations Supervisor for the Telefónica Costa Rica account (Inbound
Customer Service)
Operations Supervisor for the Telemarketing account Telefónica Guatemala,
Nicaragua, Costa Rica (Marketing Surveys and Upselling OutBound)
Operations supervisor for the Guatemala Telephone Collection account (Sale
of cell phone plans (High and medium value) equipment, new lines, etc.
Outbound)
Data Digitizer
ACS BPS De Guatemala
Guatemala, Guatemala
07.2001 - 09.2003
- Exceeded goals through effective task prioritization and great work ethic.
- Data entry, verification and correction of shipments for UPS U.S.A as well as Germany also doing the same work for the US Medical Care Plan
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Education
High School Diploma -
Santa Maria
Ciudad Guatemala 01.1997 - 11.1997
Skills
Staff direction and support
Software
Timeline
Recruitment Analyst Support
ICS de Guatemala 24-7 Intouch
09.2021 - 03.2022
Customer Service Agent
ICS De Guatemala 24-7 Intouch
11.2019 - 09.2021
Operations Supervisor and Administrative Analyst.
Atento de Centro America y El Caribe
11.2009 - 08.2018
Operations Supervisor (TL)
Atento de Centro America y del Caribe
07.2004 - 08.2008
Data Digitizer
ACS BPS De Guatemala
07.2001 - 09.2003
High School Diploma -
Santa Maria
01.1997 - 11.1997
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