Moshe Dayám Hernández Moreno
Electrical Engineer
Santa Marta,CUN
Summary
Customer-Focused Engineer experienced in sales, client retention, and team supervision within bilingual call centers. Led teams to enhance service delivery and meet performance targets while training staff in fast-paced environments. Fostered collaborative workspaces that drove productivity and adaptability in response to evolving business needs.
Overview
3
3
years of professional experience
Work History
Bilingual Supervisor, Vivint Campaign
Teleperformance Colombia
01.2022 - 06.2024
- Supervised and trained a high-performing team focused on customer retention and service for U.S.-based clients. Strengthened leadership, coaching, and personnel management skills while consistently achieving performance and administrative targets.
- Led and coached a bilingual team, driving consistent performance in customer retention and satisfaction.
- Achieved and exceeded monthly KPIs in service quality, retention rates, and productivity.
- Conducted regular training sessions to onboard new hires and upskill existing team members.
- Managed administrative duties including shift scheduling, performance reporting, and compliance tracking.
- Acted as liaison between operations and U.S.-based clients, participating in strategy meetings and progress reviews.
- Resolved escalated customer issues with professionalism and efficiency, ensuring high client satisfaction.
- Promoted a positive service culture focused on empathy, active listening, and problem-solving.
Bilingual Agent, Vivint Campaign
Teleperformance Colombia
06.2022 - 12.2022
- Bilingual Retention & Sales Specialist – Handled customer retention and sales support for U.S.-based clients, focusing on persuasive communication, relationship building, and resolving objections to drive loyalty and meet sales targets.
- Successfully retained high-risk customers by identifying needs and offering tailored solutions.
- Consistently met or exceeded retention and upsell targets in a performance-driven environment.
- Applied consultative sales techniques to present product value and close deals effectively.
- Handled escalated calls with professionalism and empathy to turn negative experiences into positive outcomes.
- Maintained accurate records of customer interactions and follow-ups in CRM systems.
- Collaborated with team leads to improve scripts and retention strategies based on client feedback.
- Participated in ongoing training to enhance product knowledge, objection handling, and negotiation skills.
Bilingual Agent, AT&T Campaign
Teleperformance Colombia
05.2021 - 07.2021
- Provided bilingual billing support and customer service to U.S. clients, efficiently resolving inquiries and maintaining performance standards in a fast-paced call center.
- Delivered bilingual billing and account support to U.S.-based customers, enhancing service quality in a high-volume call center environment.
- Resolved inquiries and disputes promptly, ensuring customer clarity and satisfaction.
- Met daily performance metrics in call handling time, accuracy, and customer satisfaction scores.
- Demonstrated strong problem-solving skills to address complex billing issues efficiently.
- Maintained detailed records of customer interactions and transactions in compliance with company standards.
- Provided feedback to supervisors on common issues to improve service processes and training content.
- Contributed to a positive team environment by sharing best practices and supporting team goals.
Education
MBA - Electrical Engineering
Universidad Del Zulia
Maracaibo 05.2001 -
High School Diploma - Science
U.E. Colegio Cagigal
Skills
Bilingual communication
Team management
Employee training
Sales management
Customer service
CRM software
Technology: Microsoft Office, Google Workspace
Teamwork and collaboration
Staff development
Problem-solving
Fluent communication
Timeline
Bilingual Agent, Vivint Campaign
Teleperformance Colombia
06.2022 - 12.2022
Bilingual Supervisor, Vivint Campaign
Teleperformance Colombia
01.2022 - 06.2024
Bilingual Agent, AT&T Campaign
Teleperformance Colombia
05.2021 - 07.2021
MBA - Electrical Engineering
Universidad Del Zulia
05.2001 -
High School Diploma - Science
U.E. Colegio Cagigal
ADDITIONAL EXPERIENCE
- Colegio Liceo Versalles – Santa Marta, Magdalena English Teacher Jan 2022 - Mar 2022
- Hospital Julio Mendez Barrenche – Santa Marta, Magdalena Project Supervisor Jun 2021 - Feb 2022
- Diseños Proyectos y Consultorías Eléctricas S.A.S - Santa Marta, Magdalena Project Engineer and Site Supervisor May 2019 – Feb 2020
- Seintegra del Caribe S.A.S - Barranquilla, Atlántico Project Engineer Mar 2018 – Nov 2018
Soft Skills:
Leadership, Emotional Intelligence, Active Listening, Adaptability, Critical Thinking, Conflict Resolution, Time Management