Fridman Coronado

• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
• Identified customer needs and provided appropriate solutions.
• Provided accurate, valid and complete information to customers by using the right methods and tools.
• Suggested products that met customer needs based on their inquiries.
• Developed constructive relationships with customers through active listening skills.
• Adhered to company policies when dealing with customers' sensitive data.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

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• Creation of material for uptraining, cross training and reinforcement of agents, carrying out onboarding training processes for new agents and tenured agents.
• Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
• Recommended changes or improvements in existing training processes as needed.
• Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
• Trained newly hired top talent to fill key positions and maximize productivity.
• Coordinated recruitment and placement of training program participants.
• Daily monitoring and follow-up of agents and operations, development of action plans. Management of tasks for Learning and Development programs, creation of classes, execution of them.
• Reinforcement of areas of opportunity in order to improve the metrics managed in the different lines of business.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
• Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.

• Developed and maintained quality standards for all production processes.
• Ensured compliance with safety regulations, health codes, and environmental guidelines.
• Analyzed data from tests conducted on products to identify non-conformances or discrepancies in materials or processes.
• Performed root cause analysis activities when needed to determine sources of defects in products or processes.
• Coordinated production requirements with material handling and staffing functions.
• Delegated tasks to employees and monitored accurate and timely completion of tasks to meet project milestones.

• Managed customer interactions to ensure satisfaction and successful resolution of disputes.
• Negotiated contracts with vendors for the purchase of goods and services.
• Created presentations to showcase product features and benefits in order to increase sales.
• Monitored competitors' activities in order to stay ahead of the competition.
• Maintained records of all transactions related to sales or purchases made by customers or vendors.
• Identified key objectives to re-establish long term plans to meet goals.
• Determined business priorities and negotiated cost, quality and service with cross-functional business leaders.