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Yedidías Bernate Sánchez's avatar
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Yedidías Bernate Sánchez

Medellín, Antioquia, Colombia

Quality and Training Specialist with 10+ years of experience in customer support and process improvement

  • Increased customer satisfaction by 20% through process inspections and quality assessments.
  • Reduced onboarding time by 10% by designing and updating training programs for new agents.
  • Handled up to 90% of customer inquiries on the first call, maintaining high satisfaction levels.
Process Inspection & Quality Assessment
Advanced
Performed evaluations to ensure adherence to service standards and recommended improvements.
Training Program Development
Advanced
Designed, updated, and facilitated training sessions and materials to improve new agent onboarding and team performance.
Customer Support & Issue Resolution
Expert
Managed customer inquiries with high first-call resolution rates, fostering positive client relationships.
Data Analysis & Reporting
Intermediate
Analyzed performance reports and provided insights to leadership to support data-driven decisions.
Communication & Soft Skills
Expert
Demonstrated strong communication, empathy, problem-solving, and teamwork skills across roles.

Languages

Spanish
native
English
advanced
See Full Skillset on CazVid
FEBRUARY 2024 - MARCH 2025
Sr. Quality Evaluator
CONCENTRIX
Performed process inspections and quality assessments to ensure compliance with service standards., Recommended corrective actions and improvement plans, increasing customer satisfaction by 20%., Analyzed performance reports and presented findings to leadership, aiding in data-driven decision-making., Coordinated targeted training sessions to reinforce best practices and reduce recurring errors.
JANUARY 2023 - JANUARY 2024
Trainer II
CONCENTRIX
Designed and updated training programs for new agents, reducing onboarding time by 10%., Implemented coaching and follow-up techniques to enhance knowledge retention and boost team motivation., Collaborated with supervisors to identify areas for improvement and foster a continuous improvement mindset., Developed interactive learning materials, increasing engagement and participation in training sessions.
JULY 2022 - DECEMBER 2022
Advisor II, Blended Support
CONCENTRIX
Handled customer inquiries, resolving up to 90% of issues on the first call, thus achieving high satisfaction levels., Maintained detailed records of each interaction, improving case traceability and internal communication., Participated in loyalty initiatives, providing empathetic and professional service that strengthened client relationships.
View Complete Work History
🎓
National University of Colombia
BACHELOR’S DEGREE IN BIOLOGICAL ENGINEERING
Completed EXPECTED 2028
🎓
National Learning Service - SENA
HUMAN RESOURCES TECHNICIAN
Completed NOVEMBER 2019
See Education & Certifications
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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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