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Rodrigo Padilla

@rodrigopadilla

Customer Experience Team Leader at TECH MAHINDRA DE MÉXICO who improved Verizon's global Priority Repeat ranking from 8th to 4th.

Mexico

Message

At TECH MAHINDRA DE MÉXICO, I led a team of 22 agents supporting Verizon customers through chat and provided floor support to 40+ representatives. I maintained a 92% average team CSAT and 90% average QA performance, and improved Verizon's global Priority Repeat ranking from 8th to 4th in one month through KPI analysis, coaching, and structured action plans.

At FOUNDEVER MÉXICO, I led 22 agents supporting Cash App customers across chat and voice, and introduced coaching and action plans that contributed to improvement for more than 12 low-performing agents. Earlier, I provided customer and technical support for Cash App and Verizon through chat, troubleshooting account, payment, and technical issues.

Experience

Work history, roles, and key accomplishments

Team Leader

Tech Mahindra de México

Oct 2024 - Oct 2025 (1 year)

Led a team of 22 customer service and technical support agents in a high-volume chat environment, managing KPIs and coaching to improve performance. Achieved a 92% average team CSAT and improved Verizon's global Priority Repeat ranking from 8th to 4th.

Customer Service Technical Support Team Leadership Performance Management CSAT QA FCR SLA Coaching Action Plans Workforce Coordination Operational Reporting Excel Google Sheets Google Form

Customer Service & Technical Support Representative

Tech Mahindra de México

Apr 2024 - Sep 2024 (5 months)

Provided customer service and technical support through high-volume chat interactions, handling up to 3 simultaneous conversations. Resolved issues through troubleshooting and supported Tier 1 and Tier 2 functions, averaging $8–$10 in sales per interaction.

Customer Service Technical Support Live Chat Troubleshooting Cross Selling Tier 2 Support

Team Leader

Foundever México

Jan 2023 - Mar 2024 (1 year 2 months)

Led a team of 22 agents in customer service and technical support operations, managing performance and quality. Implemented coaching and action plans that improved performance for over 12 low-performing agents.

Team Leadership Performance Management Coaching CSAT Attendance Adherence Productivity Operational Reporting

Associate Technical & Customer Service Support

Foundever México

Sep 2022 - Dec 2022 (3 months)

Provided customer support via live chat, assisting with account, transaction, payment, and technical inquiries. Applied troubleshooting techniques and maintained accurate documentation while handling multiple interactions.

Customer Service Technical Support Live Chat Troubleshooting Documentation De escalation