Ludis Dayany Herrera Garcés
Cali
Summary
Accomplished SME/Mentor and Agent Services Representative with a proven track record at TaskUs and BPO GLOBAL SERVICES. Excelled in enhancing customer service through effective problem resolution and teamwork. Skilled in learner-centered coaching, feedback, and computer literacy, significantly boosting team performance and client retention. Demonstrates exceptional organizational and communication abilities, driving continuous improvement and success.
Overview
3
3
years of professional experience
Work History
SME /Team Mentor
TaskUs
02.2023 - Current
- Evaluate student progress regularly, providing timely coaching and feedback for continuous improvement in their performance
- Implement differentiated instruction techniques to accommodate various learning styles and abilities within the team
- Continually pursued professional development opportunities to stay current with product and procedures updates, ensuring high-quality customers customer service experience
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Developed effective improvement plans in alignment with goals and specifications
Agent Services Representative
BPO GLOBAL SERVICES
08.2022 - 02.2023
- Provided accurate information by utilizing proper systems, department tools and product knowledge
- Contributed to higher client retention rates through proactive engagement strategies tailored to individual needs/preferences of clients/agents alike
- Provided comprehensive support to agents, ensuring a high level of productivity and success
- (Remote)
Internship
Universidad Luis Amigo
07.2022 - 11.2022
- Developed innovative lesson plans to engage students in English language learning
- Prepared and implemented lesson plans covering students skill development to succeed at British standardized test
- Assessed student progress and provided feedback to improve performance and establish academic success
- Improved classroom management by implementing consistent routines and clear expectations for behavior
- Planned dynamic lessons to increase student comprehension of books and literary concepts
Education
Master In Teaching English As A Foreign Language - English As A Second Language
Universidad ICESI
CaliBachelor's Degree - Modern Languages Foreign Languages And Literatures
Caldas University
Manizales03.2023
Skills
- Teamwork and Collaboration
- Problem Resolution
- Organization and Time Management skills
- Learner Centered coaching and leadership
- Excellent Communication and active listening
- Computer Skills
- Strong negotiation skills
- Call center experience
- Complaint handling
Languages
Spanish Native language
Proficient
C2
English C1 Advanced
Advanced
C1
French B1 Intermediate
Intermediate
B1
Portuguese A2 Elementary
Elementary
A2
Timeline
SME /Team Mentor
TaskUs
02.2023 - Current
Agent Services Representative
BPO GLOBAL SERVICES
08.2022 - 02.2023
Internship
Universidad Luis Amigo
07.2022 - 11.2022
Master In Teaching English As A Foreign Language - English As A Second Language
Universidad ICESI
Bachelor's Degree - Modern Languages Foreign Languages And Literatures
Caldas University
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