SANDERS FLORES
Tegucigalpa
Summary
Executive Summary
A fast learner and adaptable professional with a strong track record in leadership, quality assurance, training, and customer service. I have successfully contributed across various roles, including Team Leader, QA Analyst, Trainer, and Subject Matter Expert, consistently driving team performance, process improvements, and high-quality customer interactions.
I excel in empowering teams, providing constructive feedback, and leveraging data-driven insights to identify areas for growth. With a focus on mentoring, continuous learning, and fostering a collaborative culture, I have helped enhance productivity and ensure alignment with organizational goals. My ability to adapt quickly to new challenges makes me a valuable asset in achieving operational excellence and fostering team success.
Overview
4
4
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
11.2021 - 06.2022
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule
- Mentored junior team members, contributing to their professional growth and development
Teacher
Nashville School
02.2021 - 03.2022
- Ensure an effective learning environment by implementing a variety of teaching methods tailored to students' needs, based on thorough assessments and analysis
- Supported classroom activities, tutoring, and reviewing work
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives
Universal Customer Service Agent
Startek
01.2021 - 11.2021
- Adapted quickly to new technologies implemented within the organization for streamlined workflows
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Efficiently processed orders, returns, and exchanges while maintaining a positive attitude and professional demeanor
Education
Bachelor of Arts - Teaching French As A Second Or Foreign Language
Universidad Nacional Autonoma De Honduras
03.2022
Associate of Arts - Pédagogie Du Projet Dans La Perspective Actionelle
CLE International
Honduras03-2020
Associate of Arts -
Universidad Pedagogica Nacional Francisco Morazan
Honduras06-2019
Skills
- Teamwork and Cross-functional Collaboration
- Strategic Problem Solving
- Precision and Quality Assurance
- Root-Cause Analysis and Continuous Improvement
- Analytical Thinking for Strategic Decision-Making
- SMART Goal Setting & Execution
Programs and System Knowledge
- CRM
- Google Suite
- Einstein 360
- Excel
- Jira
- Slack
- Zendesk
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual
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
11.2021 - 06.2022
Teacher
Nashville School
02.2021 - 03.2022
Universal Customer Service Agent
Startek
01.2021 - 11.2021
Bachelor of Arts - Teaching French As A Second Or Foreign Language
Universidad Nacional Autonoma De Honduras
Associate of Arts - Pédagogie Du Projet Dans La Perspective Actionelle
CLE International
Associate of Arts -
Universidad Pedagogica Nacional Francisco Morazan
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