Nicolas Vasquez Email & Phone Number

Valencian Community, Spain

• Directed a team of 6 Patient Care Coordinators, overseeing their performance and development through weekly coaching sessions, huddles, and performance reviews. These efforts resulted in a 20% improvement in patient.
• Optimized business process for two lines of business across multiple healthcare clinics by streamlining workflows, leading to enhanced patient care delivery and a 30% increase in call efficiency.
• Implemented strategic initiatives to monitor and follow-up on appointments, identify areas of opportunities, and develop action plans, boosting team engagement and productivity.
• Conducted weekly attendance and performance reviews, achieving a 95% team attendance rate and consistently meeting performance benchmarks.

Bogotá, Capital District, Colombia

• Agents of Shield: Recruitment program specialized in identifying a sales and customer service (tech support) profile at an expert level.
• QBR: Quarter business review presented to the site director, senior operation managers and managers showing the performance of the last 3 months (performance and deliverables).
• Coaching and development: Coaching strategy using the ADAPT methodology (Analyze behaviors, determine approach, asking questions, plan of action and total commitment) and the SMART plan. Coaching cycle used.
• Sales strategies: teaching and guiding experts in the six key sales behaviors, looking to reach the daily and monthly sales targets.
• BPTP presentations: Best place to perform presentations showing weekly and monthly trends.
• White belt progression.

Bogotá, Capital District, Colombia

• Sales Pipeline (1-9 + AA memberships) – Tour, Commercial offer, Contract, Close Won.
• Manage Move-in & Move-out, Renewal contracts and upgrade memberships.
• Manage Book of Business: Pro-Active Check-ins Member Experience (Surveys / Medallia)
• Provide onboarding to New Members.
• Follow up on the financial status of all members (Billing / Collections).
• We4Companie – Manage 2 internal events per month with members to have a strong partnership between WeWork and the members.

Bogota, D.C., Capital District, Colombia

• CSI (Customer Service Interview): New Hire Selection process to start brand new campaign (booking.com), this was to identify the correct profile on the expert joining the team.
• Assists trainees during the Nesting period by answering questions and providing guidance including real time support with ratios of 1:10 agents.
• Performs live monitoring, calls audits remotely and sessions hold 1:1 coaching meeting with trainees.
• Performance Review in Huddle and Debriefs.
• Continuously assesses trainees’ development and follow up to ensure improvement by providing recommendations on behaviors by identifying strength, area of opportunity and tips.
• Handoff process to operations informing of trainees’ progress, performance and potential issues or skill concerns the agents have.

Bogotá, Capital District, Colombia

• Selection process: First initial task when joining the training management team. HR schedule Virtual interview meeting with the candidate to select New Hires for the Telecommunications campaign – AT&T or Comcast.
• Administrate and lead multiple TELCO accounts such as: AT&T, Comcast with a HC of 6 to 8 trainers for each LOB.
• Direct Client facing to provide visibility in performance, action plans and KPI performance.
• Identify training and development needs by reorganizing the agenda through agenda gap analysis, regulate ideas with business managers for implementation.
• Reduce and impact attrition with action plans brining all areas involved. HHRR, Operations, Directors and Sr training Managers.
• Strategic planning by becoming part of the selection process for all TELCO LOBs for new staff, apprentices and graduated trainees.

Bogota, D.C., Capital District, Colombia

• Interview process: Starting this position as managers we supported production with interview process to select the correct candidates. filtering process for all FTEs (Full Time Employee). This initiates with.
• Responsible for transition process between PST & Nesting including monitoring New Hires activities providing Mentor and LEAP Coach Support.
• Conduct Assessments of Training needs and help develop strategies that support end-user adoption.
• Collaborate with Business Units and Executives to help with training plans that align with project planning.
• Focus on transition process, manager that takes care of mentor support during phone taking (MTCC & TCC).
• Develop a team of 28 Leap coaches & 60 mentors.

Business Administration, Management And Operations

High School Diploma, 11Th

International Business