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Enmanuel
Call Center Trainer
Video resume
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Competencies
Demonstrated experience with Comprehensive Human Resources Management.
Demonstrated experience with Talent Management.
Demonstrated experience with Payroll Management.
Demonstrated experience with Policy Design and Implementation.
Demonstrated experience with Benefits Administration.
Education
Languages
Summary
Call Center Trainer open to new opportunities
Experience
Human Resources Manager — BPO
Oversee the full scope of Human Resources department operations, promoting employee well-being and engagement.. Ensure payroll accuracy and timely processing, identify opportunities for improvement in organizational processes and structure, and develop, update, and strengthen policies, procedures, and workflows across all HR functions.. Design competency-based performance evaluation programs, strengthen internal processes to protect the company's interests, and manage a wide range of employee relations cases.
Human Resources Coordinator
Managed the company's internal training program, including onboarding and professional development initiatives.. Coordinated external training programs focused on strengthening technical and soft skills across the organization while continuously improving trainer quality and training curricula.. Provided comprehensive operational support to HR management, including transportation logistics, employee wellness activities, and the organization of the Annual Health Week, a week-long event featuring workshops, a health fair, expert presentations, and wellness activities.
Corporate Training Leader
Designed, improved, and maintained all training and onboarding programs and supporting materials.. Led key initiatives including the employee transportation program, corporate English courses, and INFOTEP certification programs, managing the process from needs assessment through full coordination and implementation.
Team Leader
Led a team responsible for persuading, negotiating with, and providing technical support to customers to complete their profiles within the application and gain access to the company's primary product.. Consistently identified opportunities to re-engage former and existing customers, converting them into active customers and directly contributing to business growth.
Services Specialist
Managed a portfolio of customer accounts, handling proactive follow-up, communication, and negotiations to close business and recover revenue.. Developed customized strategies for each interaction, maximizing the potential of every customer contact and consistently achieving positive results.
Onboarding Specialist
Took on the challenge of onboarding customers to a fintech company during its first year of operations, when brand recognition was virtually nonexistent.. Led the onboarding process from the ground up, navigating uncertainty, building credibility from scratch, and delivering excellent customer service that helped establish the foundation for the company's growth.
Customer Service Associate
Provided high-quality customer service as part of a BPO operation, handling a wide range of customer interactions with professionalism and attention to detail.
Business Executive
Responsible for business development and customer service, management support, report preparation, budgets, and proposals for corporate clients and management.. Acquired new customers and managed their service requests.
Lead Rental Sales Agent
Managed daily operations across all offices, including personnel supervision, business and fleet reporting, deposit and safe management, fleet maintenance coordination, sales, and customer satisfaction.
Gerente de Recursos Humanos — BPO
Supervisar las operaciones del departamento de Recursos Humanos, gestionar asuntos relacionados con el personal y velar por la precisión y puntualidad de la nómina.. Revisar procesos y estructura organizacional.. Desarrollar y actualizar manuales, políticas, procedimientos y flujos de trabajo en los distintos subsistemas de RR. HH.. Diseñar el programa de evaluación del desempeño basado en competencias y fortalecer las iniciativas de bienestar, integración y salario emocional.. Coordinar iniciativas de Seguridad y Salud en el Trabajo, Código laboral, TSS, SISALRIL, una cooperativa de crédito y una plataforma de salud mental.
Coordinador de Recursos Humanos
Coordinar el programa de capacitación interna, incluidas las inducciones y las iniciativas de desarrollo profesional, así como programas de formación externa orientados al fortalecimiento de habilidades técnicas y blandas.. Apoyar la mejora de los contenidos y la coordinación con los formadores (trainers).. Brindar soporte operativo a la Gerencia de RR. HH.. Colaborar con iniciativas de transporte, bienestar físico y organización de actividades para los colaboradores, incluida la Semana Anual de la Salud.
Líder de Capacitación Corporativa
Diseñar, mejorar y mantener los programas de capacitación e inducción, así como sus materiales de apoyo.. Coordinar iniciativas de formación, cursos corporativos de inglés y programas de certificación del INFOTEP, desde la identificación de necesidades hasta la organización y ejecución.. Administrar un programa de capacitación.
Líder de Equipo
Liderar un equipo encargado de orientar y brindar soporte a los clientes para completar sus perfiles en la aplicación y acceder al producto principal de la empresa.. Dar seguimiento a clientes actuales y anteriores, identificar oportunidades de reactivación y apoyar la conversión de estos en clientes activos.
Especialista en Servicios
Gestionar una cartera de cuentas mediante el seguimiento proactivo, la comunicación y la negociación con clientes.. Adaptar las estrategias de contacto a cada caso para apoyar el cierre de negocios, atender las necesidades de los clientes y recuperar ingresos.
Especialista de Incorporación (Onboarding)
Acompañar la incorporación de clientes a una empresa fintech durante su primer año de operaciones.. Guiarlos durante el proceso, responder a sus necesidades y brindar una experiencia de servicio que contribuyera a generar confianza en la marca y a establecer las bases para el crecimiento de la empresa.
Asociado de Atención al Cliente
Atender consultas y solicitudes de clientes dentro de una operación BPO, gestionando una variedad de solicitudes de soporte técnico con profesionalismo, atención al detalle y enfoque en la calidad del servicio.
Ejecutivo de Negocios
Apoyar el desarrollo de negocios y la atención a clientes corporativos, incluida la captación de nuevos clientes y la gestión de solicitudes de servicio.. Brindar asistencia gerencial y preparar reportes, presupuestos y propuestas para clientes y para la gerencia.
Agente Principal de Ventas de Renta
Coordinar las operaciones diarias de las oficinas de Thrifty Car Rental en Punta Cana, incluida la supervisión del personal.. Preparar reportes de negocio, nómina, calendarios de trabajo y de flota.. Gestionar depósitos y caja fuerte, coordinar el mantenimiento de los vehículos y apoyar las ventas y la satisfacción del cliente.
Skills
Video Transcript
Video Transcript 1
Stay calm, listen carefully to the customer issue without interrupting, then understand the issue, offer a clear solution, follow clear steps for the customer, and without interrupting, follow a solution. At the end, check if the customer's concern has been addressed, and continue or finish the interaction if that is necessary after the solution.
Video Transcript 2
Stay calm, listen carefully to the customer's concern, understand their feelings, then understand the issue. Offer a clear solution for the customer, follow clear steps, and address their concerns.
Video Transcript 3
What we can do is to stay calm, listen to the customer very carefully, understand their feelings, and understand the issue. Then offer clear paths of a solution, follow up the steps, and make the customer feel concerned about what we're doing.
Video Transcript 4
Actually, one thing takes you to the other, or unless you are dealing through customers through chats, because in the past I've dealt with up to four chats at the same time, but let's say that we are dealing with a customer in a call, the same customer that has the issue is the one that we are processing the order to or the account. And we just need to follow the process. There should be a manual or a step-by-step process which we need to follow in order to find the issue for the customer and get it solved. And then we'll continue processing the order or the account for that same customer. If we are dealing with different customers at the same time, the process will be the same. Just follow the process that is written for that. It is important for me, in this case, to know the process for the account, for creating an account, or for processing an order. And once you follow the process, you get to know the issue.
Video Transcript 5
Actually, one thing takes you to the other, unless you are assisting a customer through chat, which I've managed up to four chats at the same time before.
Video Transcript 6
Actually, one thing takes you to the other. Normally, while when you are processing an order or an account, they shall come with the same customer, because you are not normally assisting to customers at the same time. It can happen if you are doing it through chats. That is understandable. I've managed up to four chats at the same time in the past. But let's say that we are processing the same issue for the customer that you're processing, that you're dealing with an issue of the customer, which is the same one for the process.
Video Transcript 7
How to handle an issue while processing an order or an account. Well, that one thing takes you to the other. So if you are handling an issue to a customer, the customer that you are processing the order to or processing the account, it is very easy. So you just need to follow the process. In order to do that, you need to know exactly how to... how the process goes.
Video Transcript 8
I've once helped a customer that didn't speak English. I only speak English and Spanish, and that person was Chinese. And that customer wanted to get the product, the product was a cash advance to service his car, but he could not communicate with me and he could not also get into the application and complete the profile. I managed the customer to find someone who could speak both languages, Chinese and English, and I helped the customer find the options that he needed to complete talking with a third party. So that was a funny story, but really good. Once I talked to a customer like three consecutive days trying to fix the problem he had with the bank that he could not connect to the application. We worked through the process and completed the profile successfully. It took three days, but because the customer needed to find credentials and didn't find the options to complete the profile through the bank, through Platt, I don't know if you know that platform. But yeah, those are two stories that really come to my mind and I'm really happy that we got the result that we wanted to through the call.
Video currículum
Hi, I'm Emmanuel Sanchez. I'm a bilingual professional with experience in human resources, training, team leadership, customer service, sales, and operations. Through my career, I've worked in BPO, FinTech, insurance, and car rental companies, developing skills in people management, payroll, employee development, customer relations, and business growth. I'm adaptable, resourceful.