Cristhian Ricardo Gutierrez Rivera

Team Lead

Playa del Carmen.

5570477756 Cristhian1@msn.com

Summary
Customer service leader with 13 years of experience, responsible for
managing a team of call center agents, providing them with guidance and
support to ensure they provide excellent customer service; I have skills
in leadership, reporting on the progress of the day-to-day operation,
quality review, as well as maintaining KPI standards. Also experience on
banking process and financials.

Education
Business Administration.
Nampa Collage of Western Idaho.
Idaho, USA.

Experience:
DOORDASH TECHNOLOGIES DE MEXICO | TEAM LEAD | 2022-2023

• Efficiently supervised a team of 15 to 30 people, as the operation

required.
• Coaching, growth of advisors.
• Implementation of projects for improvements in the company.
• Administrative tasks (absences, administrative letters, leave,
payroll report).
• Delivery of reports to corporate (USA).
• Monitoring and feedback on quality standards.
• Increase KPI standards.
• Team activities.

SCOTIABANK INVERLAT SA | CASH MANAGEMENT MONTERREY HIGH | 2010 - 2019

• Portfolio management of transnational corporate clients.

• Closing of deals in cash management products.
• Attracting new customers.
• Attracting customers in recruitment.
• Certification and management of corporate and government
investments greater than 10 million pesos.
• Hiring of ATMs.
• Lead team for implementation of contracted products.
• Coordination of legal contracts.
SCOTIABANK INVERLAT SA | BUSINESSES ADVISOR SR | 2010 - 2019

• Implementations in Cash Management products, corporate portfolio.

• Deployments to government clients.
• Implementation and support for special connections (PEMEX, IMSS,
FIN CDMX).
• Implementation and support of special links/connections with
clients worldwide.
• Support and training to Jr. Business Support Advisor
• Improvement Project: Electronic Banking, H2H, Internal Network,
Electronic Collections.
• Creation of layouts.
• Creation and management of Macros in Excel.
• Weekly Report with Corporate in Canada.

SCOTIABANK INVERLAT SA | BUSINESSES AVISOR JR | 2010 - 2019

• Implementations in Cash Management products, business and corporate

segment.
• Support in closing deals.
• Detection of new projects.

SCOTIABANK INVERLAT SA | TEAM LEADER COSTUMER SERVICE | 2010 - 2019

• Supervise advisors in business customer service.

• Advice on electronic banking and business financial products.
• Detection of new projects.
• Coaching.
• Monitoring and feedback on quality standards.
• Report of absences, payroll.
• Increase KPI standards.
• Team activities.

Languages:

Spanish: Nativo.
English: Nativo.