Luis Pablo José Mendoza Icuté

Highly motivated and results-oriented team leader with solid experience in efficiently managing operations in FedEx logistics environment

• Specializing in escalation management, demonstrated ability to lead large teams in critical situations, improve operational efficiency, and ensure compliance with company standards
• Currently play key role in proactively and effectively resolving escalations to ensure customer satisfaction, leading teams of 20 escalation specialists.
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
• Implemented quality assurance measures that led to improved product consistency.
• Managed daily operations, ensuring smooth workflow and timely completion of tasks

• Provide information to participants related to their pensions and insurance benefits in United States
• Support them in starting their benefits and guide them through the process, view documentation, update data.
• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business
• Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty

• With solid experience in the management of logistics and operational activities to optimize efficiency and meet the company's strategic objectives
• Extensive knowledge in planning, coordinating and leading teams to ensure quality and efficiency in all operations, especially in the context of tire container importation, retail and wholesale sales, as well as in the management of machine shops.

• Provide technical support and typing, transcribe physical documents to digital
• Management of programs such as Excel for the performance of tasks.
• Enhanced digitization accuracy by meticulously reviewing and correcting raw data inputs.
• Streamlined workflow for efficient digitization processes, implementing regular quality checks.
• Increased project efficiency by identifying bottlenecks in the digitization process and implementing appropriate solutions.

• Personal trainer and kickboxing.

• Evaluation of agent performance, in charge of groups of agents or teams, design of plans or strategies for their development and improvement based on indicators called metrics
• Analysis of information, creation of reports, coaching, research about the account, product, and agents among other tasks.

• Provide technical support and especially performance as a typist, transcribe physical documents to digital
• Management of programs such as Excel for the performance of tasks.

• Support Google Workspace (Gsuite) customers, provide billing information, technology issues, guide customers on how to use the product, troubleshoot customer-side and Google-side issues
• POC, provide internal support to our team, help to improve PKI's, coaching, shared updates and manage team activities.

• Provide information to representatives about orders, the status of these and how to make them properly, payments, billing, account transactions, resolve all concerns and doubts they may have in any situation, transfer them to the correct department, technical support.

• Provide information of products, solve doubts that clients might have
• Introduce and sell product to customers.
• Resolved customer complaints with empathy, resulting in improved satisfaction ratings