Patricia Franco Primera Email & Phone Number

Torreón, Coahuila, Mexico

One-on-one online English lessons, tailored to each learner, with creative and engaging activities.

Durango, Mexico

• Led a team of 10 customer service representatives, achieving high-quality resolution of 5 escalated cases per week on average.
• Conducted assessment, induction, and training for 5 new team members, ensuring seamless onboarding and performance.
• Implemented Kanban Ticket Workflow optimization, coordinating 30 tickets per shift for efficient resolution.
• Managed leadership administrative tasks.
• Improved process standardization via CS guidelines.
• Updated freight policy alongside management to successfully reduce claim numbers by 25%.

Durango, Mexico

• Managed shipment and installation of custom glass products nationwide (USA), handling an average of 35 calls/LiveChats daily.
• Collaborated effectively with other departments, including Shipping and Freight, monitoring deliveries and handling claims.
• Contributed over 30 articles and guides to the internal Knowledge Base, enhancing team productivity and customer satisfaction.

Torreón, Coahuila, Mexico

Successfully filled 12 job openings: screening, interviews, psychometric evaluation, scheduling, follow-up and documentation.

20 Executive students in 2 private companies: Peñoles Compliance Department and Crowe Accounting group.

• Designed engaging English classes for students of all ages (8 to 70 years old).
• Facilitated Conversation Club activities to enhance the speaking skills of 20 students weekly.
• Developed instructional materials to promote meaningful learning experiences.
• Implemented innovative teaching methods to cater to diverse learning styles.

Gómez Palacio, Durango, Mexico

50 Individual student sessions, follow-ups, reports and records. 8 Workshops for parents and students.