SANDERS Flores
Tegucigalpa
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
3
3
years of professional experience
Work History
Team Leader
IntouchCX
06.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Participate in ongoing training to improve knowledge of products/services and enhance customer interaction skills.
- Accurately document customer interactions, issues, resolutions, and feedback in the system to ensure proper follow-up and record-keeping.
- Participate in regular audits of agent performance and contribute to the development of performance improvement plans (PIPs).
Quality Assurance Analyst
IntouchCX
10.2023 - 06.2024
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Strong analytical abilities to review data, generate insights, and identify trends in customer interactions and agent performance.
- Capable of identifying areas for improvement in agent performance and supporting training initiatives to address skill gaps.
- Ability to assess issues and pinpoint root causes of customer dissatisfaction or agent performance concerns.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Participate in quality improvement initiatives, suggesting changes to processes or workflows that can enhance agent performance and customer satisfaction.
Trainer
IntouchCX
07.2023 - 10.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborate with training teams to develop and implement training programs for agents based on identified performance gaps.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices
Recruiter
IntouchCX
10.2022 - 07.2023
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Coordinated schedules to arrange management interviews with applicants.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
Agent
IntouchCX
06.2022 - 10.2022
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Subject Matter Expert
Startek
01.2022 - 06.2022
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Education
Bachelor of Arts - Teaching French As A Second Or Foreign Language
Universidad Nacional Autonoma De Honduras
Honduras, Tegucigalpa03-2022
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
Languages
Spanish
Native or Bilingual
English
Full Professional
French
Full Professional
Timeline
Team Leader
IntouchCX
06.2024 - Current
Quality Assurance Analyst
IntouchCX
10.2023 - 06.2024
Trainer
IntouchCX
07.2023 - 10.2023
Recruiter
IntouchCX
10.2022 - 07.2023
Agent
IntouchCX
06.2022 - 10.2022
Subject Matter Expert
Startek
01.2022 - 06.2022
Bachelor of Arts - Teaching French As A Second Or Foreign Language
Universidad Nacional Autonoma De Honduras
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