Human Resources Coordinator | Empire Electronics of Honduras April 2016 to August 2016
Human Resources Coordinator: Coordinate all employee compensation, promotion and absenteeism records, motivational, self-improvement and skill reinforcement programs to promote employee engagement and retention.
Quality Assurance Analyst | Zero Variance June 2015 to April 2016
Quality Assurance Analyst: As Quality Analyst, I was in charge of monitor Calls of Sales Agents for a Major Canadian Telecommunications Company. Reporting: My focus was to detect trends that cause a bad experience to the customer in regards of insufficient information about the product. In addition, to report to On Site Associate such trends to direct them to the client to be analysed and request changes on the Agents Call Flow. Simulation Calls: Conduit a session of Mock Calls with New Hire Representatives to practice what they have learned within the On Class Training Sessions also with Tenure Representatives to introduce any changes on the script.
Sales and Customer Service Trainer – Internal Processes Auditor | Allied Global Honduras November 11 2013 to April 22, 2015 Trainer: Training for New Hire Sales Agents, KPI Tracking, Floor Supervisor and Agent Coaching Sessions, Motivation Programs, Technical Support, Customer Service, Post Training Follow Up, Quality Updates/Trainings, Data and Report Analysis Internal Processes Auditor: KPI Monitoring, Sales Processes Audits, Loss Prevention, Account Administrative Support, Data Analysis Quality Monitoring: Randomly monitor agent calls to detect any behaviour that may affect the correct performance of the account and to provide excellent support to the final customer.
Call Center Agent | Allied Global Honduras October 8, 2012 to November 10, 2013
International Call Center Agent: Customer Service and Technical Support for a major US based Prepaid Telecommunications Company.