Fernando Lopez Email & Phone Number

Mexico City, Cdmx, Mx

Mexico City, Mexico

México

● Responsible for leading a team of 4 individuals in the Customer Service department, contacting and following up with both internal and external clients, executing renewals, quotations, pre-closure, and closure of sales-renewals with recurring clients.● As a team, we achieved the resolution of complaints and incidents through client-centric solutions, reducing such incidents from 30% to 10% within 3 months.● I motivated my team to achieve their metrics through weekly 1:1 sessions, resulting in a 20% average increase in CSAT surveys within 4 months.

México

● Responsible for generating the allocation of collections for the call center, database management, and measuring open rates of SMS and email campaigns through champion/challenger strategy execution.● The loss rate decreased from 10% to 8% with the team supervision implemented through daily monitoring of the collections channel strategy.

Guadalajara, Jal, México

● Responsible for supervising 15 executives in the collections department, providing feedback, and conducting role-play exercises aimed at continuous improvement and achieving delinquent portfolio recovery goals.● I collaborated with the Quality Assurance team to increase the percentage of paid agreements among the executives under my supervision from 30% to 50% in 5 months.● I motivated my team through bi-weekly 1:1 sessions, resulting in an average increase in their call quality score from 85% to 92% over a period of 3 months.

Italia Providencia, Jalisco, México

● Responsible for making calls and negotiating effective payment agreements with a customer-oriented approach.● I exceeded the goal of paid agreements by 15% above the average of 50,000 MXN in 3 months.● I learned to receive feedback on my calls and implement improvement actions such as objection handling to close payment agreements.

Tecamac, Estado De Mexico

Language Learning Solutions by ELL Technologies

Mexico

Administración de CRM Salesforce para Mx y LAC.

Mexico

Ventas de soluciones en línea para aprendizaje de idiomas a sectores corporativo, gobierno y educativo.

Mexico

Prospeccion de clientes, llamadas en frio, manejo de bases de datos, seguimiento a campañas, manejo de CRM Salesforce, elaboracion de reportes semanales, quincenales y mensuales, convocatorias a eventos, seguimiento a campañas.

Comunicacion

Communication And Media Studies