Moises Diaz, Customer Care Management | Process Improvement | Sales Support

About

Did you know jellyfish are the oldest animal in the world? Yes, even older than dinosaurs; and they’ve managed to successfully improve and adapt to stay present throughout all oceans. I take great pride in my ability to adapt, like a jellyfish, and overcome obstacles by going from the Process Improvement perspective, getting results in Customer Retention, increasing the repurchase rate, and reducing employee turnover. Results-oriented professional with 10+ years of experience in Customer Care Management and Sales Support. Proficient in Market Research design and analysis, consistently exceeding performance expectations.

Experience

Medical Currents Inc. (BionicGym)

Jul 2020 – Aug 2023

Dublin, Ireland

Customer Care Lead and Shipping Assistant | Remote Contractor

✓ Developed and Improved customer service procedures by teaming up with Management ✓ Developed tech support procedures, most of them still in use ✓ Developed internal shipping procedures ✓ Trained agents for customer service, sales closing, and retention ✓ Monitored stock in 5 warehouses around the globe (US, EU, UK, Aus, Asia) ✓ Made sure all orders were shipped from the most convenient warehouse according to the criteria of shipping cost and delivery timeframe

Restaurants

Feb 2016 – Jun 2020

Hermosillo, Sonora, MEX

Operations Manager Front Of House

✓ Achieved sales goals ✓ Maintained customer satisfaction at its peak by making sure all Service Staff go through a training refresh every two months ✓ Implemented short clear steps to turn around a non-optimal experience and end up having a happy customer coming back within 15 days ✓ Teamed up with the Culinary and Bar Staff, and maintained the waste level to a minimum rate, which translates to lower cost and higher efficiency ✓ Teamed up with the Chef and Bar Supervisor, and maintained the stock levels 12% above the average sales, allowing better cashflow ✓ Handled all recruiting and training of Servers, Baristas and Bartenders ✓ Worked with brands in Hermosillo such as Loverde, Papá Frijol, Momo Cocina Urbana, Cantina 39, and Távolo Ristorante

Self Employed

Oct 2014 – Nov 2018

Hermosillo, Sonora, MEX

Market Research Analyst

As an independent contractor, mostly working for local entrepreneurs about to open a business, relocate an operating business, or expand: ✓ Conducted in-depth market research studies aiding them in validating and refining their ideas and projects ✓ Leveraged diverse sources of information, including online, field, and focus groups, for comprehensive quantitative and qualitative analyses

CONAPESCA | External Contractor

Oct 2014 – Jan 2016

Hermosillo, Sonora, MEX

Project Compliance Analyst & Statistical Analyst

✓ Used my analytical skills in evaluating aquaculture projects, emphasizing quality, legal compliance, and financial viability ✓ Collaborated with multiple government entities to enhance data reporting on state and regional Fishing and Aquaculture production

Intugo

Aug 2013 – Nov 2014

Hermosillo, Sonora, MEX

TIER 2 Customer Service Agent

An offshore company providing service to a business in the US ✓ Achieved customer satisfaction rates above 95% the whole time I held the position ✓ Facilitated seamless onboarding and transition of new hires, building a collaborative and supportive environment ✓ Got promoted from Tier1 to Tier2 in under four months

Entrepreneurial Venture | Photo Booth

Oct 2011 – Sep 2013

Hermosillo, Sonora, MEX

PR and Sales

✓ Introduced a rental Photo Booth service for private events in my home city, showing creativity in meeting market demands

Nestle Mexico

Nov 2009 – Sep 2011

Hermosillo, Sonora, MEX

Retail Sell Out Agent

✓ Achieved Sell-Out goals the whole time I held the position ✓ Managed stock levels and streamlined operations in 30 retail/supermarket stores from 2 regional chains ✓ Showed exceptional attention to detail, accuracy in marketing implementations, and negotiation ✓ Handled over 3500 SKUs from the whole Nestle Catalog

Grupo Silverson

Aug 2008 – Oct 2009

Hermosillo, Sonora, MEX

Operations Auditor

A silver jewelry nationwide distributor ✓ Implemented strategic changes in five store locations ✓ Managed the relocation of 3 stores ✓ As a result, sales increased and enhanced operational efficiency

Promociones Especializadas Aro

Feb 2007 – Jul 2008

Hermosillo, Sonora, MEX

Sales Manager Sonora Office

✓ Handled recruiting, training, and supervising of Sales Agents in Sonora providing services to financial institutions such as BBVA and Citi Banamex ✓ Recognized as a pivotal leader in credit card sales, achieving regional excellence awards from BBVA, highlighting leadership and team-building

Universidad Estatal de Sonora | formerly CESUES

Jan 2006 – Jan 2007

Hermosillo, Sonora, MEX

Project Director

✓ Implemented an In-House Outdoor Tourism Agency to serve as a practice center for students ✓ Converted a project I created as a student a year before (this was my first professional opportunity right after finishing my major)

Various

Jun 1999 – Dec 2005

Hermosillo, Sonora, MEX

Experience Gained As Student

✓ Early showing multitasking abilities and a strong work ethic by working full-time as a Server, Bartender, and Hotel Night Auditor, to support myself and cover college expenses

Education

Universidad Estatal de Sonora

Aug 2000 – Dec 2005

Bachelor's of Science, Business Administration and Tourism Management

Moises Diaz

Customer Care Management | Process Improvement | Sales Support

Skills

Languages