Jaime Velarde
@jaimevelarde
I lead technical support teams and resolve complex customer escalations across B2B and B2C services.
MexicoWhat I'm looking for
At Poly, I led a team of eight and previously served as Technical Lead for headset and communications equipment support. I partnered with engineering through alpha product testing, delivered feedback before launches, and handled executive escalations and BBB complaints.
I've built my career across customer service, technical support, insurance claims, quality control, and escalation resolution at Poly, Confié, Call Center Services International, and ProProfit. My work includes phone, email, and chat support; Salesforce case documentation; warranty assistance; insurance-policy verification; and customer follow-up.
I'm focused on customer satisfaction, clear communication, and resolving critical situations and conflicts. I work effectively independently and with teams, and I bring a reliable, results-oriented approach to meeting objectives.
Experience
Work history, roles, and key accomplishments
Team Leader
Poly
Jun 2022 - Mar 2023 (9 months)
Led a team of 8 people, ensuring achievement of objectives and compliance with company procedures. Detected and resolved incidents according to established protocols.
Education
Degrees, certifications, and relevant coursework
CBTis 116
High School Diploma, General Studies
High school education at CBTis 116 in Tijuana.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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