Alejandra Parada
Vancouver
Summary
Experienced at developing and improving training programs for employees at all levels. Good communicator and planner with advanced understanding of training needs for Customer Service groups. Training Manager well-versed in selecting trainers, curriculum and course plans to achieve demanding training objectives. Prepared to offer several years of training experience and take on new challenges.
Overview
12
12
years of professional experience
Work History
Training Manager, Customer Service
PayPal Inc (Hyperwallet)
06.2017 - Current
- Create and implement consistent and comprehensive training programs, including manuals, multimedia visual aids and other educational materials.
- Develop plans that address business needs and expectations to increase the efficiency of the Customer Service Specialists.
- Manage, monitor and evaluate training program's effectiveness based on business needs.
- Identify and assess future and current training needs through consultation with Operations Leadership Team.
- Maintain a strong and up to date understanding of the systems, applications, products, member services and administrative functions.
Bilingual Trainer, Customer Service
Hyperwallet
01.2016 - 05.2017
- Facilitated and supported New Hire and Upskill training classes in Vancouver.
- Supported productivity increase and business growth through new hire training and mentoring.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Continuously improved and updated external and internal training documents.
- Developed, delivered and supported Client facing external training including post event support.
Bilingual Supervisor, Customer Service
Hyperwallet
05.2012 - 12.2015
- Monitored progress of daily operations, used bilingual skills as needed, managed employees and made operational changes for peak production.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Bilingual Customer Service Representative
Hyperwallet
10.2011 - 04.2012
- Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences, in both English and Spanish.
- Responded to customer calls and emails to answer questions about Hyperwallet products and services.
- Actively listened to customers, handled concerns quickly and escalated issues to supervisor when needed.
- Developed a deep understanding of customer service principles and customer service best practices.
Education
Bachelor In Education - Education
Universidad De Playa Ancha
Valparaiso, Chile12.2006
Skills
- Strategic Thinker
- Process Evaluation and Enhancement
- Resource Management
- Adaptive Learning
- Team Leadership
- Technical Training
- Organizational Skills
- Stakeholder Management
- Soft Skills Training
- Cross-functional Collaboration
- Virtual Training
- Curriculum Development
- Customer Service
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Training Manager, Customer Service
PayPal Inc (Hyperwallet)
06.2017 - Current
Bilingual Trainer, Customer Service
Hyperwallet
01.2016 - 05.2017
Bilingual Supervisor, Customer Service
Hyperwallet
05.2012 - 12.2015
Bilingual Customer Service Representative
Hyperwallet
10.2011 - 04.2012
Bachelor In Education - Education
Universidad De Playa Ancha
Similar Profiles
AURA SUY JUAREZAURA SUY JUAREZ
SENIOR PAYMENT OPERATIONS SPECIALIST at HyperWallet Systems Inc/PayPal Canada Co.SENIOR PAYMENT OPERATIONS SPECIALIST at HyperWallet Systems Inc/PayPal Canada Co.
Karn (KJ) RaiKarn (KJ) Rai
Customer Solutions Agent 2 at Hyperwallet A PayPal ServiceCustomer Solutions Agent 2 at Hyperwallet A PayPal Service
KANNAPPAN SKANNAPPAN S
Software Engineer 2 at PayPal IncSoftware Engineer 2 at PayPal Inc
Lauryn KungLauryn Kung
Volunteer at Vancouver Orphaned Kitten Rescue AssociationVolunteer at Vancouver Orphaned Kitten Rescue Association
Madhbh CostelloMadhbh Costello
Administrative Assistant at Arthritis Research CanadaAdministrative Assistant at Arthritis Research Canada