Víctor Hernández

• Designing and delivering training programs for new hires and existing employees.
• Teaching call handling skills, customer service techniques, sales methods, and system usage.
• Conducting onboarding and refresher training sessions.
• Creating training materials such as manuals, presentations, quizzes, and role-play exercises.
• Evaluating learning effectiveness through tests, call audits, and feedback.
• Training staff on new products, campaigns, policies, or software updates.
• Tracking attendance, training records, and performance metrics.
• Maintaining a positive and engaging learning environment.

Operations supervisor for the sales and customer service department. Duties include:

• Constantly monitoring actions or behaviors that may affect service quality.
• Key performance indicators tracking.
• Providing on-the-floor support.
• Making the necessary escalations to ensure the well-being of agents.
• Preparing periodic performance reports that will later be presented to the client through meetings.
• Monitoring call quality.
• Providing performance feedback.
• Preparing payroll for my employees.

• Attention to VIP clients and management of special accounts.
• Participation in continuous improvement projects of customer service.
• Resolving customer queries and problems efficiently.
• Customer service through multiple communication channels.
• Timely compliance with schedules within the day.
• Participation in the training of new employees.