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Marytzel Gallegos

@marytzelgallegos

Customer support and account resolution specialist, combining empathetic service, dispute handling, and collections to hit sales goals.

Mexico

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve billing and disputes, handle legal documents carefully, and use CRM/analytics to improve response times while supporting renewals and new offers.

I’m a Customer Support & Account Resolution Specialist with hands-on experience resolving billing issues, disputes, sign-ups, and cancellations through chat and email. I manage tickets for usage charges, contract disputes, and collections, while handling legal documentation with strict confidentiality and regulatory compliance. I consistently meet productivity goals including AHT, first-call resolution (FCR), customer satisfaction, and sales targets for new offers and renewals.

I also bring cross-functional experience from insurance sales and content operations—cold calling, agenda management, client portfolio management, and social media content creation. Previously, I supported client account project management, followed up with clients and prospects, and developed solution proposals based on market trends. I approach work with emotional intelligence, systemic organization, sustainability orientation, and an analytical, results-driven mindset—especially when coordinating accounts, schedules, and complex cases.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Resolution

Current

Direct Energy CA NRG

Jun 2024 - Present (2 years)

Resolved billing issues, disputes, sign-ups, and cancellations for energy accounts via chat and email. Managed tickets for usage charges and contract disputes, handled legal documentation (Power of Attorney and related filings), and negotiated payment plans to resolve collections accounts while meeting productivity, AHT, FCR, satisfaction, and sales targets.

Customer Support Billing Disputes Ticketing Legal Documentation (POA Guardianship)Collections & Payment Plans

Current

Insurance Advisor

Current

GNP Grupo Nacional Provincial

Feb 2024 - Present (2 years 4 months)

Managed prospect and client acquisition through cold calling and portfolio management for insurance services. Created and managed social media content while advising clients on insurance purchases and tracking sales activity and agendas.

Insurance Sales Cold Calling Prospecting Client Portfolio Management Sales Management Social Media & Content Management Customer Relationship Management

Content Manager Assistant

TheFutures.io

Aug 2022 - Jan 2024 (1 year 5 months)

Coordinated client account projects to define design parameters with internal and external stakeholders based on client needs. Conducted research on design tool trends, managed continuous account improvement, maintained client relationships, and prepared client solution proposals with timely follow-up.

Project Management Stakeholder Management Continuous Improvement Design Tools Client Relationship Management Proposal Development Requirement gathering

Hotel Receptionist

Ecotourism Hotel La Huerta - Xilitla

Feb 2022 - Aug 2022 (6 months)

Managed guest reception and registration while overseeing virtual and written agenda coordination. Supervised cleaning operations and handled cash closure controls, as well as the recording of purchases and sales.

Guest Registrations Social Media Management Cleaning Supervision Purchases & Sales Recording

Education

Degrees, certifications, and relevant coursework

Universidad Autónoma de San Luis Potosí (UASLP)

Bachelor of Arts, Sustainable Tourism

2017 - 2021

Activities and societies: Sustainable tourism project management; destination planning and analysis; market research and tourism business development; community development; protection of natural and cultural heritage.

Earned a B.A. in Sustainable Tourism at UASLP, covering sustainable tourism project management, destination planning and analysis, market research, and community development. Coursework also focused on protecting natural and cultural heritage.