Jerry Molinares Alejo

Experience

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  Concentrix

  Jan 2013 - Feb 2017

  Leading a team of 15–20 CSRs, implementing coaching tactics to develop team members for career growth within the company while consistently surpassing performance expectations (KPIs and SLAs)set by both the company and the client. Cultivating a professional and positive workenvironment for colleagues and team members. Main roles involved, were assisting agents (floor support and supervisor calls) and conducting follow-up coaching sessions in collaboration with the team leader to enhance team performance. I was alsoresponsible for my own self-development and for innovating communication with ourcustomers. Bilingual advisor specializing in customer service and technical support, dedicated toensuring consumer satisfaction with one of the biggest telecommunication companies in the US.

  • Customer Service Team Lead

    Jun 2015 - Feb 2017

  • Team Support Speclialist

    Jan 2013 - Jun 2015

  • Customer Service Representative

    Jan 2013 - Jul 2013
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  Foundever

  Jan 2017 - Nov 2017

  Customer Service Specialist

  Bilingual advisor specializing in customer service and strategic support, dedicated to ensuring client and cardholder satisfaction.

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  Foundever

  Jun 2020 - Jul 2021

  Leading a team of 15–20 CSRs, implementing coaching tactics to develop team members for career growth within the company while consistently surpassing performance expectations (KPIs and SLAs)set by both the company and the client. Cultivating a professional and positive work environment for colleagues and teammembers Lead a team of 5 Coaches, implementing operational tactics to achieve financial and staffing goals, meet KPIs, and attain CMS targets. Conduct weekly touchpoint meetings with client POCs to discussproduct updates and address operation-related inquiries. Additionally, hold weekly and monthly meetings with the Vendor Manager to discuss WBR, ongoing actionplans, and MBR.

  • Team Manager

    Nov 2017 - Jul 2021

  • Operations Manager Track Trainee

    Jun 2020 - Oct 2020
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  Nub7/8

  Oct 2021 - Jan 2023

  - Managed customer success strategies at scale, leveraging technical proficiency and a deep understanding of SaaS ecosystems to ensure optimal user engagement and satisfaction.- Collaborated with cross-functional teams, including technical, and sales, to align customer experience goals with technical capabilities and business objectives.- Conducted in-depth SaaS product analyses, identifying bottlenecks in the adoption process and recommending technical or procedural solutions.- Acted as a bridge between technical teams and customer-facing departments, ensuring clear communication and understanding of technical issues and resolutions. Mostrar menos - Managed the customer journey, utilizing a blend of technical knowledge and customer relationship skills to ensure consistent satisfaction from the point of initial engagement through advanced product usage.- Collaborated with technical and sales teams to troubleshoot customer challenges, facilitating enhanced product adoption and optimization.- Established and maintained strong relationships with clients, utilizing a solid understanding of both their technical requirements and broader business objectives.- Guided new team members on best practices in onboarding, technical troubleshooting, and customer relationship management. Mostrar menos

  • CX Cloud - High Scale Analyst

    Jan 2022 - Jan 2023

  • Lifecycle Program Manager

    Oct 2021 - Nov 2022
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  BULWARK Cybersecurity

  Jan 2023 - Sept 2023

  Customer Success Manager

  Facilitates onboarding, provides guidance, and offers recommendations for optimizing platform utilization. This includes course development, aligning exercises with job roles, defining recruitment assessments, setting up training schedules, overseeinglive-fire scenarios, and other tactical tasks to ensure platform value and ROI.

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  Microsoft

  Sept 2023 - now

  Solutions Advisor

  I foster meaningful connections with clients by diving deep into their upcoming projects, pain points, and specific needs. I use these insights to craft innovative solutions that harness the full potential of Microsoft technologies. My expertise extends beyond technology, as I am also an orchestrator of seamless collaboration, assembling diverse teams and facilitating cross-functional cooperation. Through this, I cultivate lasting relationships, ensuring that Microsoft stands as a beacon of innovation and reliability in the eyes of our clients.In my current role, I offer consultative services to SMB customers, provide expert advice on the optimal implementation of Microsoft’s cloud-based solutions, allocate resources as necessary during the planning phase of IT infrastructure migration projects, conduct comprehensive cloud security assessments and oversee deployments, and function as a conduit between Microsoft partners and customers to promote the upselling of solutions. Mostrar menos