Romeo Maximiliano Cruz Lemus

Main Responsibilities:

Training Support:
Aid in training activities, CE orientations, Call Listening exercises, Certification and huddles. Supports the roll outs of initiatives aimed at improving the Customer Experience of the program.

CE Scrubbing and Root Cause Analysis:
Review and analyze data on CE results and highlight areas for improving customer experience and other Key Performance Indicators (KPI). Perform further deep dive of other relevant data when necessary.

Generating and Maintaining Customer Experience Reports:
Update CE reports (Quality, VOC, Efficiencies, etc.) for the account by retrieving and updating the respective files and data. Maintains the files for updated and accurate reporting of CE data.

Transaction Monitoring:
Monitor and audit transactions performed by CSRs against internal and/or external customer experience expectations to deliver superior client experience. Ensure that transaction monitoring goals of the Company are met.

Calibration:
When required, support all efforts pertained to calibrate Operations, Training or other support teams to ensure alignment of the quality standards in the account.

• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Collaborated with team members to achieve target results.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked on the attendance report and scorecard in each payroll cut
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Responsible for taking sup calls and finding viable solutions to major problems
• Prepared variety of different written communications, reports and documents.
• Responsible for giving weekly coaching to each agent and also a team meeting per week.

• National and international representative of the Guatemalan Shooting Federation, in charge of leading coaches to achieve better results on competitions of Olympic Cycle.
• Worked directly with the National Olympic Committee of Guatemala.
• Created the national competition system and annual work plan.
• Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
• Developed suggestions for technical process improvements to optimize resources.

• French and English Market
• Facilitated tracking of orders and completed accurate to meet aggressive deadlines.
• Contacted clients to verify account information and maintain accuracy.
• Process orders for customers and process payments at the same time.
• Completing warranty processes for damage caused by the customer or for manufacturing defects,

As a former sports shooting athlete I was elected as executive of the federation, my main job was to collaborate with the lawyers and notaries of the federation and thus ensure that the legal acts describe verbatim what was established in each meeting of the full committee.

Likewise, ensure that sports athletes have the necessary support to carry out their training and national and international competitions.

Ensure that the athletes had both good sports equipment (weaponry) and appropriate sports clothing for each activity they carried out.

• Provided primary customer technical support to customers.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Managed timely and effective replacement of damaged or missing products.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues related to material defects..

• Mentored and tutored individual students needing additional help.
• Copied, organized and distributed classroom assignments or other paperwork.
• Handled class records for attendance, assignment grades and course participation scores.
• Shared important information with students concerning upcoming assignments and tests.
• Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.

• Provided primary customer support for specific product information such as phone plans.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve billing or service complaints .
• Answered customer telephone calls promptly to avoid on-hold wait times.