Alfredo Galicia

Bachelor - Informatique distribuée et systèmes d’information d’entreprise

2008 - 2009

IUT de Nice - Sophia Antipolis, FR

MEXPROTEC Scholarship won in 2008, development of an RFID parking entrance, a NFC cinema schedule prototype and a website update, among other smaller projects.

Associate - Information Technology and Communications

2006 - 2008

Universidad Tecnológica de Tulancingo, MX

Group leader, 2 times host of international students, University Leadership Embassador, Student exchange program to CEGEP in Sherbrooke, QB, Canada, Winner of the Interuniversities Programming Competition based in C#

Workplace Engineering Track Associate

Oct 2023 - Present

Hexaware Technologies, Monterrey, MX (remote)

• Resolved over 5,000 service tickets with a high First Call Resolution (FCR) rate, ensuring efficient and effective customer support.
• Designed and implemented a Copilot AI chatbot to enhance agent productivity and streamline customer interactions.
• Proficient in troubleshooting and utilizing a variety of tools and platforms, including Citrix, Cisco AnyConnect, ControlUp, AD, UMS, Jiva, Exp, Avaya Communicators, Microsoft Office, Outlook, Teams, OneDrive, Delinea, and web-based applications like Proofpoint and AWS.

Account Manager and Customer Service Executive

Nov 2022 - Sep 2023

Saeko, Pachuca, MX (remote)

• Manage the accounts for over 20 clients, leading the configuration, data migration and deployment of Saeko for school management, maintaining engagement and satisfaction for renew the accounts.
• Answer the clients' consults, doubts and incidents inside Saeko arriving from various channels like email, podio and jira service management, whatsapp, telephone and website chatbot.
• Configured the dialog flows and matrix of the website chatbot, the Jira Service Management fields, agents, responses and third party applications, such as the API integration with Whatsapp Business.

Innovation and Sales Manager

2017 - Present

to grow, Pachuca, MX

• Increase customer satisfaction and sales through service strategies such as surveys, interviews, service evaluation, virtual and face-to-face events, as well as organization of educational events.
• Implementation of CRM platforms, LMS, online appointment schedule, design, development and launch of the website, management of social networks, marketing engagement and sales strategies.
• Complete recruitment process, from posting vacancies, study of applicants, interviews, examinations, selection and hiring

Operations Manager

2019 - 2020

Hotel Perla del Caribe, Isla Mujeres, MX

• Provide attention to customers, solve any problems, fulfill requirements and contain difficult clients through various channels like phone, sms, whatsapp, email and face-to-face clientele.
• Trained, prepared and updated over 45 people in hospitality, engagement, sales and customer service in administration, reception, restaurant, cleaning and maintenance positions, based on previous experience as hospitality trainer.
• Design, development and deployment of social media, websites, advertising, ERP, CMS and hospitality search engine platforms, such as Hubspot, Concierge, Cloudbeds and financial software.

Language and Technology Coordinator

2015 - 2017

Colegio Montessori Arboledas, Pachuca, MX

• Developed numerous marketing programs (logos, brochures,infographics, presentations, and advertisements).
• Community Manager of all social media channels of the school
• Leader of the process of buying a School Management System
• Techonolgy and English Coordinator in Elementary and Middle School
• School trips organizer and coordinator

Web developer and Customer Service Rep

November 2011 - January 2017

Gowmedia, Pachuca, MX

• Developed numerous marketing programs (logos, brochures, infographics, presentations, and advertisements).
• Managed up to 5 projects or tasks at a given time while under pressure
• Recommended and consulted with clients on the most appropriate system needed
• Created 4+ design presentations and proposals a month for clients and account managers
• Community Manager of all social media channels
• Lead developer for clients projects based on different frameworks including React.js, Netbeans, Dreamweaver, Visual Basic, Angular.js, Vue.js