Alejandro

Customer Service

Customer Service

Writer, Editor and Translator

HHRR Analyst

Handling the corporate email for the executive segment of Banesco International., Translated corporate culture content for the United States branch of the company.

Culture and Development Specialist I

Designed and created up trainings for the company's executives based on the competencies model created by Executive HHRR department., Conducted surveys of corporate climate and culture.

Special Projects Specialist II

Managed the PR project Banescopedia under the PR Vice Presidency with a team of three Analysts., Managed the site's development and content and guaranteed that the project would be finished on time.

AT&T Mobility Customer Loyalty Group Representative

Received calls to resolve customers inquiries and also retain them if they wanted to cancel the service.

AT&T Mobility Customer Loyalty Group VOC Coach

Took escalated calls, did callbacks to unsatisfied customers and helped keeping VOC metric on target.

Trainer AT&T Mobility Sales and Service - AT&T EBB

Trained New hires, implementing agenda changes and product updates., Responsible for Nesting reports for operations and training leadership.

Lead New Hire Training

Trained New Hire the implementation of the LOB for the healthcare insurance company Humana., Responsible for the Nesting period, reporting to the operations and training leadership NPS, ACW and adherence scores.

Lead New Hire Training

Trained the Tier 2 Medicare Enrollment Calls for the Agents that achieved being promoted to the Tier 2 calls., Responsible for the Nesting period, reporting to the operations and training leadership NPS, ACW and adherence scores.

Lead New Hire Training

Trained the Tier 3 Medicare Claims and Dual Eligible calls for the agents that were promoted to the Tier 3 calls., Responsible for the Nesting period, reporting to the operations and training leadership NPS, ACW and adherence scores.

Lead New Hire Training

Trained the Tier 4 Medicare Supplement and IPA calls., Responsible for the Nesting period, reporting to the operations and training leadership NPS, ACW and adherence scores.

Training Facilitator

Successfully graduated 11 waves, with great feedback from Operations and from the trainees., Managed numerous administrative tasks to satisfy needs from management and our client., Developed strategies to improve key KPIs, and how to implement in the training process.

Trainer AT&T Mobility Sales and Service - AT&T EBB

Due to the great performance during my AT&T MSS training period, I was selected to participate in the AT&T EBB implementation onsite.

Lead New Hire Training

I was selected to take the first Wave or Batch of agents, working hand on hand with the Client and the operation leadership of the LOB., First Tier 2 Medicare Enrollment Calls Trainer., First Tier 3 Medicare Claims and Dual Eligible Calls Trainer. The NPS goal was 60% and my team achieved 74%. After that, I was in charge of training the trainers on Tier 3 and supervising that their classes were successful., First and only Tier 4 Medicare Supplement and IPA Calls Trainer.

Training Facilitator

Successfully graduated 11 waves, with great feedback from Operations and from the trainees., Developed strategies to improve key KPIs, and how to implement in the training process.