Alejandro Monroy Email & Phone Number

Sv

Responsible for developing training content based on established requirements and processes. The training content will span a variety of formats, including pre-recorded video tutorials, written instruction manuals and an interactive online learning platform.

La Libertad, El Salvador

-Exceeded team’s contract production and performance metrics based on survey verbatim standards and lead behaviours evaluations. -Responsible for coaching towards value generation (sales) on a day to day basis. Responsible for new employee selection for on boarding on Tier 2 LOB, including interviewing. -Analyze individual & team performance on a daily basis, perform root cause analysis and develop improvement action plans. In charge of employee development through coaching, mentoring, training, and helping to create a work environment conducive to personal growth and employee satisfaction. -Build and maintain a skilled, successful, motivated, team of support representatives. Verify interactions for processes followed accordingly by agents including complete troubleshooting process on different interactions, correct documentation and double check on equipment replacement for consumers. -Escalation to third parties when outages occurred for rapid resolution, escalation to engineering team to isolate issues for voice issues and network related issues.

San Salvador, El Salvador

rack productivity on daily basis and support for worker compensations business, support in appointment settlements, for medical services, collect accurate information and deliver to insurance companies and adjusters, coaching on weekly basis. Direct team meetings for providing feedback, review process and check on compliance on active processes.

El Salvador

- Exceeded team’s contract production and performance metrics based on NPS standards, Quality Assurance & AHT KPIs. -Analyze individual & team performance on a daily basis, perform root cause analysis and develop improvement action plans. -Responsible for new employee selection, including interviewing and selection processes, on boarding after training process completion, and identifying after training behaviors. In charge of employee development through coaching, mentoring, training, and in helping to create a work environment conducive to personal growth and employee satisfaction, build and maintain a skilled, successful, motivated, team of support representatives. -Implementation of a new line of business, creating process, identifying areas opportunities for a smooth transition. -Creation for new reporting for data analysis post operations and ticket system for salesforce and Dashboard creation for KPI measurement. -In charge of T3 support group, analysis on large amount of cases/ticket escalations received from different LOBs, scrub data received for proper escalation with engineering team, dedicated follow up to high end consumers and complete resolution for complicated cases. -Support, customized follow up for a VIP product, upfront creation of troubleshooting databases for new VIP product.

El Salvador

Main responsabilities:- Responsible for new employee selection, including interviewing and selection processes. -Onboard new team members with softskills and product training. - Job aid creations for operations for new and old team members.-Upskill & crosstraining with other team members. -RCI and content creation to address main areas of focus.-Implementaion of new CRM for the whole department. -New agenda and Facilition guides creation for whole network.-Process creation for new CRM System, work with SME to have a complete and organized internal knowledge base process for call handling and internal processes-Co-creation of new Quality guidelines for evaluations and KPI alignment.-Calibration of current training curricula and enhament process for the the operations.-Creation on self-training un elearning platform, using multimedia, and assesment evaluations.

El Salvador

Provide detailed information for rewards program for credit card holder and former employees of the supported company also provide basic troubleshooting for access and submit ticket for unresolved calls.

El Salvador

Review accounts with deliequent status to cure them, offering payment options, payment programs, with fees handling and informartion the information, following guidelines and scripts according to US Laws.

El Salvador

Customer service assitance, for a credit card company, where billing, transaction details, Fees and interest calculations, payments assistance, online user basic TS