Hugo Lemus
Bachelor's Degree In Diplomacy And Internacional Relations - Galileo University
Guatemala city
Summary
I am an experienced and adaptable professional with a background in customer service, project management, and billing support. I resolve complex issues, streamline workflows, and support remote teams efficiently. I excel at multitasking, maintain strong attention to detail, and communicate effectively across functions.
Outside of work, I enjoy cooking and reading, as well as spending quality time with family and friends, nurturing connections and creating memorable experiences.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Customer Service Representative T2
INNOVATIVE CONTACT SOLUTIONS
11.2023 - 04.2025
- Resolved over 30 complex customer service cases daily by utilizing customer relationship management software, enhancing customer satisfaction through precise issue identification and effective time management
- Prevented revenue loss by applying fraud detection techniques to enforce pricing policies, identifying suspicious behavior with sound judgment
- Enhanced team efficiency by guiding agents on complex issues, leveraging escalation protocols and demonstrating leadership
Project Manager
G&B DIGITAL MANAGEMENT
09.2022 - 10.2023
- Tracked over 30 influencer campaigns using Asana and Google Suite, ensuring timely delivery by coordinating across managers with strong organizational skills
- Coordinated communication between stakeholders and maintained project tools such Slack and Google Suite to streamline collaboration
- Minimized project risks using task prioritization and status tracking in Asana, keeping timelines on track through early issue detection and proactive problem-solving
Customer Services Representative
ALORICA
09.2022 - 08.2022
- Managed over 40 daily customer calls using customer relationship management tools, enhancing satisfaction by recommending personalized products
- Processed payments and arranged billing plans using financial systems, resolving issues efficiently through step-by-step guidance with patience and problem-solving
- Reported fraud and sold devices/accessories, boosting revenue and reducing risk by applying fraud protocols and upselling techniques with attention to detail and adaptability
- Provided technical support and synced multiple computers on a single network, improving system efficiency through personalized configurations with problem-solving and attention to detail
Process Association -Band 5ª
GENPACT
03.2015 - 10.2016
- Processed over 120 daily invoices using accounting software, ensuring billing accuracy through consistent workflow management with strong attention to detail
- Calculated taxes and brokerage fees, reducing billing errors by applying up-to-date regulations with analytical thinking
- Generated payment orders and monthly reports, streamlining financial tracking through organized documentation and reliability
Education
Bachelor's degree -
Diplomacy And International Relations
Universidad Galileo 09.2017 - 08.2022
M.D. - International Business Management
Undergraduate Degree in Protocol
Universidad Galileo 05.2001 -
High School Diploma -
Public Accountant
Instituto De Mercadotecnia Y Publicidad De Sur Ori 05.2001 -
Skills
Billing Support
Customer Service
Project Management
Travel Support
Asana
ChatGPT
Google Workspace
Microsoft Excel
Slack
Interests
Cooking
Learning
Music
Proficiency In Tools
- Asana
- BlueZone
- ChatGPT
- Google Calendar
- Google Mail
- Google Sheets
- Billing System Open Source
- Microsoft Excel
- Slack
Task Expertise
- Billing Support
- Customer Service
- Meeting Support
- Project Management
- Travel Support
- Project Tracking
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeFull TimeLocation Preference
RemoteHybridImportant To Me
Career advancementCompany CultureHealthcare benefitsWork-life balancePersonal development programsLanguages
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Representative T2
INNOVATIVE CONTACT SOLUTIONS
11.2023 - 04.2025
Project Manager
G&B DIGITAL MANAGEMENT
09.2022 - 10.2023
Customer Services Representative
ALORICA
09.2022 - 08.2022
Bachelor's degree -
Diplomacy And International Relations
09.2017 - 08.2022
Process Association -Band 5ª
GENPACT
03.2015 - 10.2016
M.D. - International Business Management
Undergraduate Degree in Protocol
05.2001 -
High School Diploma -
Public Accountant
05.2001 -