Manuel Cabrera

Experience

• 

  Teleperformance

  May 2005 - Jun 2007

  Outbound Telemarketer

  Supported customers with banking inquiries at Mexico-based credit card service provider.Developed and maintained a deep understanding of products and services to inform potential customers.

• 

  Avianca

  Oct 2007 - Jan 2009

  Back Office Executive

  Handled tasks related to customer support for ticket transactions and schedule modifications.Coordinated flight scheduling and handled necessary changes.Supported processing of multi-channel customer order requests with accuracy and efficiency.

• 

  Localizadores Inmobiliarios

  Jun 2010 - Oct 2015

  Real Estate Agent

  Specialized in customer service and real estate brokerage.Oversaw property marketing and advertising strategies to maximize leads.Addressed client needs swiftly to guarantee satisfaction.

• 

  Blackhawk Network

  Nov 2015 - Jan 2022

  Performed comprehensive data validation to guarantee integrity in reports.Streamlined operations by managing product support, card processing, and data evaluation.Processed card orders, managed activation tasks, and handled deactivation procedures.Usage of SQL to retrieve and manipulate data efficiently for data reporting. Facilitated case follow-ups to ensure timely resolutions and quality outcomes.Directed agent growth initiatives while managing team operations and following up on cases.Conducted KPI reviews to ensure performance standards.Key contributor to risk management through issue identification and solution development. Generated daily reports and conducted thorough dashboard reviews.Assigned cases to back-office team effectively.Produced detailed analyses to support senior management's strategic planning. Processed fraud alerts to ensure account security.Managed customer service tasks related to card balance, lost/stolen reports, and transaction declines.Collaborated with management to establish procedures securing confidentiality. Fostered agent growth through regular quality assurance checks and professional development initiatives.Focused on quality assurance and spearheaded agent development processes.Resolved complex customer enquiries, disputes and complaints. Handled card-related complaints effectively, focusing on balance checks and lost/stolen cases.Handled service requests for account troubleshooting involving card status and transaction concerns.Addressed critical issues effectively, ensuring satisfaction and loyalty.

  • Product Support Specialist

    Oct 2020 - Jan 2022

  • Back Office Team Lead

    Jun 2019 - Oct 2020

  • Case Analyst

    Dec 2018 - Jun 2019

  • Back Office Executive

    Dec 2017 - Dec 2018

  • Customer Service Team Lead

    Nov 2016 - Nov 2017

  • Customer Service Agent

    Nov 2015 - Nov 2016
• 

  Localizadores Inmobiliarios

  Mar 2023 - Feb 2025

  Business Operations Administrator

  Provided exceptional customer service while facilitating seamless documentation processes.Maximized profits by partnering with estate agents for property sales facilitation.Conducted comprehensive digital market research to identify target audiences and tailor marketing messages accordingly.

• 

  Blackhawk Network

  Mar 2025 - now

  System Analyst