Open to opportunities

Esteban Ruelas

@estebanruelas

Trilingual customer service and operations manager who builds multicultural teams and launches international support operations.

France

Message

What I'm looking for

I’m looking for a remote customer service and operations leadership role where I can train multicultural teams, improve performance, and strengthen client relationships—especially across time zones and international support environments.

I’m a customer service and operations leader with 15+ years of international experience across hospitality, retail, banking, and business development. I build multicultural teams, strengthen client relationships, and turn service needs into reliable, scalable support operations.

I’ve managed remote and international support environments, including launching an offshore customer service call center in Hyderabad, India, for HSBC. In that role, I oversaw daily U.S. customer service and collections operations while supporting teams across multiple locations.

As a General Manager and Founder, I’ve owned day-to-day customer service operations and led multicultural staff through scheduling, HR administration, and continuous improvement. I’ve also handled guest/client concerns directly, resolved conflicts, and improved service quality through partnerships and operational discipline.

My work is grounded in cross-cultural communication, conflict resolution, and performance monitoring—paired with hands-on training and clear processes. I’m now looking to bring that same leadership to a remote role where I can train teams, improve outcomes, and deliver excellent multilingual client support across time zones.

Experience

Work history, roles, and key accomplishments

Founder & General Manager

Climbing Gym & Restaurant

Jan 2019 - Jan 2025 (6 years)

Managed daily customer service operations and supervised multicultural teams, including scheduling and HR administration. Built customer relationships, resolved client concerns, and increased revenue through strategic partnerships and service quality improvements.

Customer Service client support Multilingual Communication Team Leadership Staff Training Operations Management HR & Administration Conflict Resolution Problem Solving Account Management Performance Monitoring Strategic Partnerships

Language & Activities Coordinator

La Ligue de l'Enseignement

Jan 2015 - Jan 2019 (4 years)

Led multilingual programs and adapted communication for diverse audiences. Ensured safe, inclusive environments and maintained strong family relations.

Multilingual Support Multicultural Communication Program Coordination Conflict Resolution Problem Solving Cross Cultural Communication

General Manager

4H Hotel

Jan 2009 - Jan 2012 (3 years)

Supervised full hotel operations to ensure high guest satisfaction. Handled guest complaints, resolved service issues, managed budgets, and maintained quality standards.

Customer Service Guest Relations Operations Management Conflict Resolution Problem Solving Budget Management Performance Monitoring

Assistant Manager

Shell Service Station

Jan 2007 - Jan 2009 (2 years)

Supervised retail operations and daily store activities, ensuring compliance with company standards. Trained staff on customer service and operational procedures while maintaining high service levels.

Retail Operations Customer Service Staff Training & Compliance Conflict Resolution Problem Solving Operations Management

Manager - Learning & Dev

HSBC Bank

Jan 2000 - Jan 2006 (6 years)

Supervised retail banking and operations staff across multiple U.S. locations. Supported the launch of HSBC's international customer service call center in Hyderabad during a 6-month assignment and managed U.S. customer service and collections accounts operations.