Francisco Guerrero Email & Phone Number

Consecutive interpretation between LEP (Limited English Proficiency) individuals and agents from a variety of private industries (AMEX, State Farm, City Bank, Comcast) and public services (911, 211, 311, Tx Health Services, Medical, Medicare).

Monterrey Area, Mexico

Responsible for activation of memberships for new customers as well as renewals.Duties:- Establish and maintain demographics and insurance information using on-line system to verify HMO eligibility.- Ensure efficient telephone communication. - Collect payments for memberships.- Demonstrate courtesy and helpfulness toward members and their families. - Schedule mutually acceptable appointment times for potential members and sales team. - Work as a team member within the members’ services department and all other departments.- Document work processes as required. - Perform other duties as assigned.- Maintain safe and secure confidential/sensitive information according to D&D policies and procedures.

Monterrey Area, Mexico

Responsible for addressing customer inquiries and resolve customer issues involving billing, technical and general information about the company´s services.Duties:- Manage all customer inquiries through phone calls and emails and ensure appropriate assistance in compliance with company policies and procedures.- Updating and making changes to customer accounts.- Analyze customer service requirement and inform of all available services.- Assist customer service employees and provide backup support.- Administer all customer orders, for various products and services and place order accordingly.- Manage all customer issues and resolve all complaints effectively.- Develop and maintain professional relationship with customers, colleagues and stakeholders. - Prepare documents for individual accounts and associate customer interaction and ensure follow up on all pending issues.- Maintain all personal and financial customer´s information safe under the appropriate guideline, policies and procedures.

Monterrey Area, Mexico

Provided support in the Consular Section of the United States Consulate General in Monterrey.Duties included: screen incoming documentation and information from a variety of sources, organize and track visa requests according to a relatively complicated set of laws and procedures and input relevant data into an established process.

Monterrey Area, Mexico

• SITEL / DIRECTV • LEARNING SPECIALIST.Receive and screen new hires, current employees, and other´s applications and supporting documents for completeness and accuracy according to SITEL/DIRECTV complex policies and procedures. Assist individuals during the process of applying by providing information on SITEL/DTV policies and procedures. Keep fluent interaction with agents, mentors, supervisors and Operation Managers, providing advice, recommendations, and feedback on operations, as appropriate, to establish state-of-the-art daily operation. Responsible of the overall coordination, oversight, monitoring, remediation and training of new hires and current agents for customer support services. Monitors agents´ daily attendance, adherence and key performance indicators. Notify management about training groups’ performance. Assist management in maintaining an accurate tracking database showing detailed status of all on-the-job training agents. Performs general clerical and others duties appropriate to position and responsibilities as instructed by supervisors. Develop instructional learning plans with long-term goals and specific objectives in order to improve customer service representatives´ performance. Provide reports to incumbent parties with assessment results and recommendations about agents with areas of opportunity. Maintain confidential personnel records and keep accurate documentation of sessions, meetings and other communications appropriate to ethical, professional and organization´s standards. Conduct QA assurance trainings and QA development trainings and strategies.

Monterrey Area, Mexico

SITEL / DIRECTV. CASE MANAGER.Acknowledge and reply efficiently to customers with recurrent and/or complex technical problems escalated by technical customer service representatives. Provide ongoing support and expertise trough comprehensive assessment, planning, implementation and overall evaluation of individual customer needs. Enhance quality of customer management and satisfaction. Coordinate the integration of all resources available to investigate root cause and appropriate resolution of customer´s complex technical issues. Create detailed technical records using specific indicators and criteria according to Case Management´s handbook, policies and procedures for each and every case. Integrate and track information from various DIRECTV departments (Command Center, National Escalation Team, Home Service Providers and Box and Satellite engineering department) to account on current and archived customer affecting issues. Integrate and track information from a wide variety of sources (technical forums, NOAA´s Nationals Weather Service, National Electric Code, Federal Communications Commission) to come to a decision on how to conduct the best solution to customer´s technical problems. Screen QA of customer´s DIRECTV installations to comply with Federal Communications Commission and National Electric Code complex regulations. Act as customer advocate: investigate and report adverse occurrences; ensure that any claim is properly resolved or accurately escalated; run a follow up plan to make sure customer experience becomes satisfactorily. Promote effective and efficient utilization of DIRECTV resources. Mobilize resources, as needed, to achieve expected goals to assist in achieving desired service outcomes within the desired timeframe.

Monterrey Area, Mexico

SITEL / WAL-MART. TRAINING LEADER.Train new hires on Wal-Mart’s policies and procedures to reply customers´ e-mails to fulfill the vision of the company concerning customers´ general inquiries about products and services.Provide QA guidelines, e-mail etiquette and advice new hires on how to follow and comply with them. Develop instructional processes with appropriate delivery methods and post-training evaluations. Provide support to Department Managers in responding to personnel issues. Ensure that policies, programs and processes are developed, implemented, communicated and onsistently administered in compliance with organizational objectives. Evaluate and recommend solutions for performance issues and potential areas of opportunity on customer service. Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources and equipment. Resolve and respond to training issues and questions from Team Leaders and employees on the application and interpretation of processes, company policies and client´s requests. Inform on policies and procedures impacting the company´s training obligations and customer satisfaction. Manage, lead, motivate and develop training team members. Led groups with up to 20 Customer Service Representatives. Motivate team members to keep up with key performance indicators. Keep records and confidential information safe. Create a safe and open work environment. Coach team members in order to maintain a productive work ambiance. Mentor team members to enforce knowledge and application of policies and procedures. Monitor customer service representative interactions with customers to verify QA guidelines are met. Provide regular feedback to customer service representatives to maintain a continual improvement performance. Enter a significant amount of data in the Company’s system based on a sound knowledge of current policies and procedures.

Monterrey Area, Mexico

Management of personnel, machinery, and facilities. Lead of up to 80 administrative and operation employees to perform their best within the company based on a set of specific job descriptions. Sampling of manufactured items to assure QA specifications are met. Gather information from plant supervisors to generate a general report of production, and inventory. Revise order status to report to customers and General Manager.

Bachelor Of Applied Science (B.A.Sc.), Psychology

Engineer'S Degree, Control And Instrumentation

Activities and Societies: Planning and conduction of Enginering Simposiums Previously known as Universidad Mexicana del Noreste.

Education record