André Bonilla Email & Phone Number

Bogotá, Bogota, Co

• Interpreted medical calls information, including patient histories, diagnoses, and treatment plans between English and Spanish for hospitals and clinics in the US.• Assisted in patient consultations, ensuring both parties fully understand medical conditions and instructions.• Maintained confidentiality and adhered to HIPAA regulations.• Specialized in interpreting medical terminology and procedures, facilitating understanding in various healthcare environments including hospitals, clinics, and emergency rooms.

Remote

• Led and coached a bilingual team of 21 FTE full-time employees.• IT and Engineering talent acquisition team lead • Managed recruitment team in skilled positions improving hiring and staffing metrics. • Conducted professional interviews and designed strategies to enhance performance in the recruitment environment. • Aligned team goals and motivation through daily huddles. • Acted as Hiring Manager for internal recruitment.

Bogotá, Distrito Capital, Colombia

• Led and coached a bilingual team of 15 full-time employees, executing strategies to improve sales and customer service metrics.• Identified sales behaviors and created sales strategies• Conducted professional interviews and acted as a certified interviewer for new-hire candidates. • Designed and executed strategies and action plans to improve sales and customer service metrics, including net promoter score (NPS) and phone productivity.• Prepared and executed daily huddles to align team goals and boost motivation.• Developed SMART action plans based on data analysis, resulting in consistent sales and operational performance improvement on a weekly basis.• Created and presented quarterly, monthly, and weekly business review presentations to report goals and results to senior management. • Held difficult conversation sessions to enhance team and individual employee engagement.• Guided team members in their career paths within the company, promoting values and integrity.• Addressed and resolved team members' internal concerns and questions regarding job procedures and support areas like HR, IT, and Facilities.• Ensured team members had the necessary tools, training, and support to effectively carry out their duties.

Bogotá, Distrito Capital, Colombia

• Managed a bilingual team of 15 full-time employees in phone calls, chats, and emails operation.• Conducted professional interviews, including new hire candidate interviews.• Developed action plans to improve team metrics, such as NPS, customer experience, customer satisfaction, sales quality, FCR, and productivity.• Prepared and executed huddles to foster collaboration and optimize performance.• Took supervisor calls and provided coaching sessions to support individual and team growth.• Designed motivation strategies to boost employee engagement.• Monitored calls in order to deliver feedback and maintain consistency on QA goals.

Bogotá, Distrito Capital, Colombia

• Led a team of 10 full-time employees, overseeing phone-based operations.• Implemented action plans to enhance team metrics, including NPS, sales performance, quality assurance and phone productivity.• Identified behaviors using data in order to provide coaching sessions driving performance improvement.• Conducted huddle preparations and executions to align team objectives.• Designed motivation strategies to boost employee morale and engagement.• Approved payroll and monitored calls for quality assurance.• Created and presented MBR and WBR presentations to senior management

Bogotá, Distrito Capital, Colombia

Bogotá, Distrito Capital, Colombia