Dely Hernandez

• Direct support for Trainers with their classes with users, onboarding and offboarding.
• Managing a team of coaches, effectively delegating tasks and monitoring performance to maintain high-quality Nesting management.
• Consistently updating and designing training materials to reflect the latest industry standards, ensuring that employees stayed current in their respective fields.
• Developing and delivered up-to-date training information to enhance employee performance, boosting employee efficiency.
• Collaborating with department heads to identify skill gaps and develop targeted training initiatives accordingly.

• Boosted trainee engagement with interactive training sessions that included role-plays, simulations, and group activities.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Developed customized training materials for new hires' training and existing agents' up-trainings.
• Trained and mentored more than 10 classes(1 month training) with new personnel hired to fulfill customer service agent's role.

Bilingual customer service representative via telephone channel. Back-office representative for scheduling emergency appointments.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments on a back-office area.
• Provided floor support and mentoring t for new hire representatives

• Assisted chat/call-in customers with questions and orders managing more than 30 interactions per day.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Responded to customer requests for products, services, and company information.
• Achieved top performer status within the company due to consistent high sales numbers.