Summary
Overview
Work History
Education
Skills
Citizenship
Place Of Birth
Personal Information
Timeline
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Jair Andrés Ramírez Urrea

Jair Andrés Ramírez Urrea

Trainer
Medellín,ANT

Summary

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.

Overview

9
9
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Trainer

Intelcia
10.2022 - 04.2025
  • 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
09.2021 - 09.2022
  • 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
06.2020 - 09.2021
  • 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.

Dispatcher Coordinator

DFCC SAS
01.2016 - 12.2017
  • Assigned drivers to incoming ride requests using GPS and dispatch software. Optimized routes to reduce wait times and fuel costs.
  • Handled calls from clients and assisted with ETA inquiries or service issues. Maintained constant communication with drivers to resolve on-the-road incidents.
  • Monitored fleet activity and documented daily dispatch operations. Reported delays, cancellations, and service anomalies to supervisors.

Education

Bachiller Industrial - Sistemas

Centro Juvenil Emiliani
Tunja, Colombia
02.2001 - 11.2002

Skills

Curriculum development

Citizenship

Colombian

Place Of Birth

Neiva, Huila

Personal Information

  • Hobbies: Videogames, Music
  • Date of Birth: 04/09/85
  • Marital Status: Single

Timeline

Trainer

Intelcia
10.2022 - 04.2025

Trainer

Solvo Global
09.2021 - 09.2022

Trainer

Teleperformance
06.2020 - 09.2021

Dispatcher Coordinator

DFCC SAS
01.2016 - 12.2017

Bachiller Industrial - Sistemas

Centro Juvenil Emiliani
02.2001 - 11.2002

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