Summary
Overview
Work History
Education
Skills
Interests
Proficiency In Tools
Task Expertise
Accomplishments
Work Availability
Websites
Work Preference
Languages
Timeline
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Hugo Lemus

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

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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 Time

Work Location

RemoteHybrid

Important To Me

Career advancementCompany CultureHealthcare benefitsWork-life balancePersonal development programs

Languages

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 -

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Hugo LemusBachelor's Degree In Diplomacy And Internacional Relations - Galileo University