Jair Andrés Ramírez Urrea
Medellín,ANT
Resumen profesional
Dynamic and bilingual Trainer with over 5 years of experience designing and delivering effective training programs in fast-paced call center environments. Skilled in coaching, performance development, and cross-functional training across industries such as telecommunications, healthcare, and transportation. Known for hands-on facilitation, strong planning, and the ability to empower new hires to meet and exceed performance goals. Proven track record of driving employee engagement and enhancing overall team productivity through innovative training strategies.
Datos destacados
5
5
years of professional experience
2
2
years of post-secondary education
Experiencia
Virtual Medical Assistant
Good Lucky Solutions
Envigado, Antioquia
2025.07 - Actual
- Attention to patients to schedule their medical consultations.
- Communication with patients for cases that require continuous monitoring.
- Control of inventory, stock of medicines and products for medical service.
Trainer
Intelcia
Sabaneta, Antioquia
2022.10 - 2025.04
- Trained agents on troubleshooting internet, TV, and phone services. Emphasized clear communication and first-call resolution techniques.
- Coached agents on empathy, active listening, and conflict resolution. Prepared them to handle frustrated customers with professionalism.
- Taught efficient use of CRM systems and internal diagnostic tools. Ensured accurate ticket documentation and proper escalation procedures.
Trainer
Solvo Global
Medellín, Antioquia
2021.09 - 2022.09
- Trained agents on medical terminology, appointment systems, and patient confidentiality. Ensured HIPAA compliance and high empathy in customer interactions.
- Led simulated patient calls to build confidence and accuracy under pressure. Improved agent readiness for real-time medical assistance cases.
- Reviewed call audits and provided targeted feedback to reduce critical errors. Helped maintain service quality in sensitive healthcare scenarios. develop targeted learning solutions.
Trainer
Teleperformance
Medellín, Antioquia
2020.06 - 2021.09
- Trained agents on telecom products, plans, and bundling strategies. Focused on upselling, cross-selling, and objection handling techniques.
- Implemented coaching sessions to improve conversion rates and AHT. Tracked performance and reinforced sales behaviors with high impact.
- Helped refine sales scripts and improve tool navigation for faster resolutions. Ensured agents could identify customer needs and offer relevant add-ons.
Formación
Bachiller Industrial - Sistemas
Centro Juvenil Emiliani
Tunja, Colombia 2001.02 - 2002.11
Enfatiza tus habilidades clave
- Mastery of digital tools
- Clear and effective communication
- Proactivity
- Active and empathetic listening
- Adaptability
- Time flexibility
- Spoken and written communication
Idiomas
English
Avanzado
C1
Spanish
Nativo
C2
Personalizado
Cronología
Virtual Medical Assistant
Good Lucky Solutions
2025.07 - Actual
Trainer
Intelcia
2022.10 - 2025.04
Trainer
Solvo Global
2021.09 - 2022.09
Trainer
Teleperformance
2020.06 - 2021.09
Bachiller Industrial - Sistemas
Centro Juvenil Emiliani
2001.02 - 2002.11