Briza Cruz Guzman

I’m passionate about my work and getting the best solutions on it. 

BILINGUAL CONSUMER SALES AND SERVICE CENTER ASSOCIATED (VERIZON), TECH MAHINDRA, AZCAPOTZALCO, CDMX.
May 2022- January 2023
Agent for home services (Landline, internet and TV) providing support on different concerns like customer service, cross sales, technical support, billing and retention.
Detect customer needs and possible improvements for their services. Build rapport to get better solutions and proposals to them.
Provide troubleshoot processes depending customers issues.
Billing explanation and payment arrangement creation.
Performing activities as SME, providing support to agents since training to general questions during production time

ATENTO, ARBOLEDAS, EDO MEX
January 2020 - December 2021
BILINGUAL TECHNICAL SUPPORT REPRESENTATIVE (SEARS, USA JAN 2020- AUG 2021)
Support to customers with their repair processes giving updates, ordering parts, scheduling repair appointments
Troubleshooting on home appliances, step by step to ensure problems were solved
Cross sales offering home improvements FLOOR SUPPORT (JULY 2020-DECEMBER 2021)
Assisting agents concerns and doubts about product, possible solutions to customer ́s concerns, and supporting with the best workflow to have an exceptional interaction
Giving personalized feedback of the interactions reviewed previously, during monitoring
Creation of personalized coaching plans for agents who needed to improve or reach better results.
Handling employee ́s compliance on working hours, and their concerns. 

2016- 2018
HIGH SCHOOL
Universidad de Cuautitlán Izcalli, Plantel del Valle (IRVAM)
2018-2020
TOURISM MAJOR
Universidad Mexicana, Plantel Cuautitlán Izcalli