Cristian Alexander Equite Moran
Accountant
Guatemala City
Summary
Dynamic leader with extensive experience in customer service and team management, notably at Intouch CX. Excelled in enhancing service quality and team performance, demonstrating exceptional problem-solving and leadership skills. Achieved significant KPIs, fostering teamwork and collaboration. Proficient in computer skills and adept at maintaining composure under pressure.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Varied Roles
Intouch CX
Guatemala City, Departamento de Guatemala
12.2019 - Current
- Senior Team Lead (Aug 1 2024- Current position) Collaborate closely with OM to manage a team of 180 agents "R1 ENG/SPN", ensuring KPI achievement and delivering exceptional service quality.
Conducted performance reviews, coaching, and mentoring for team growth.
Collaborated with upper management to implement process improvements. - Team Lead (April 2023 - August 2024 )Supervised daily operations, managed escalations, and coachings.
Provided guidance to agents on complex customer issues, specializing in rapid response and escalations.
- Team Coordinator (March 2022 - April 2023)Acted as a mediator between the team and leadership, organizing schedules, monitoring productivity, and maintaining morale.
Assisted with skill development for new agents, ensuring readiness for the Airbnb account.
- CSR2 – Rapid Response Escalations (December 2021 - March 2022)Handled high-priority escalations and complex cases requiring immediate resolution.
- Training Team Coordinator (Airbnb Account) (July 2021 - September 2021) Help Trainers the track and documentation for new hires and upskilling programs.
- Customer Service Representative (CSR) (Dec 2019 - July 2021)Provided frontline support across multiple programs, addressing inquiries and resolving technical, billing, and account issues efficiently.
CSR
Telus
11.2018 - 11.2019
- Assisted customers in purchasing and managing domains, ensuring a seamless experience for their website-building needs.
- Provided technical support for troubleshooting embedded codes, resolving complex issues, and optimizing website functionality.
- Guided users through the platform’s tools and features, empowering them to design, build, and maintain their websites effectively.
- Collaborated with cross-functional teams to escalate and resolve advanced technical issues.
- Maintained high customer satisfaction by delivering timely, accurate, and friendly support across multiple channels (email, chat, phone).
CSR
Alorica
03.2017 - 09.2018
- Acted as the first point of contact for customers, addressing billing inquiries, resolving technical issues, and assisting with product purchases.
- Delivered exceptional service by identifying customer needs and providing appropriate solutions, ensuring satisfaction and loyalty.
- Managed high volumes of calls and inquiries while maintaining efficiency and accuracy in resolving concerns.
- Demonstrated strong communication and problem-solving skills to de-escalate issues and provide effective resolutions.
- Consistently achieved or exceeded key performance indicators (KPIs) such as customer satisfaction scores, response time, and sales targets.
Education
Accounting With Computer Orientation -
INED
Fraijanes, Guatemala 01.2011 - 11.2013
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Team management
Time management
Flexible and adaptable
Multitasking
Data entry
Calm under pressure
Supervision and leadership
Verbal communication
Timeline
Varied Roles
Intouch CX
12.2019 - Current
CSR
Telus
11.2018 - 11.2019
CSR
Alorica
03.2017 - 09.2018
Accounting With Computer Orientation -
INED
01.2011 - 11.2013
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