Jose - Welcome to CazVid!

Bogotá,Bogota D.C.,Colombiaen

Contact via CazVid

Published on CazVid

Skills

KPI AnalysisIntermediate

Demonstrated experience with KPI Analysis.

Project ManagementIntermediate

Demonstrated experience with Project Management.

Team LeadershipIntermediate

Demonstrated experience with Team Leadership.

Effective CommunicationIntermediate

Demonstrated experience with Effective Communication.

ExcelIntermediate

Experience

Supervisor Trainer

IntouchCX

September 2019 - January 2020

Temporarily assumed a Call Center Supervisor role for a healthcare client (medical billing and accounts), managing a team of 15 agents., Oversaw resolution of billing inquiries, insurance claims, and patient account discrepancies., Ensured compliance with healthcare regulations (HIPAA) and internal standards., Implemented coaching strategies and operational adjustments, reducing claim resolution time by 20%.

Senior Trainer

IntouchCX

February 2020 - 2023

Responsible for initial and ongoing training for various campaigns., Development of instructional material tailored to different profiles and levels., Post-training KPI monitoring focused on real operational impact., Mentoring of new trainers.

Foreign Relations Analyst

Vadel

August 2018 - August 2019

Coordination of training focused on external communication protocols., Evaluation and improvement of communication processes.

Trainer

Americas BPS

January 2016 - July 2018

Staff training in technical and commercial support processes., Content alignment with HP’s global standards., Strengthening of soft skills for premium customer service.