Passionate web developer with expertise in front-end and back-end technologies.
Developed dynamic, client-side web applications using JavaScript.
Built reusable UI components and interfaces with React.js for multiple projects.
Designed and implemented responsive web pages utilizing HTML5 and CSS3 standards.
Managed code repositories and collaborated using Git for version control.
IntouchCX Guatemala
Deliver customer service at a higher level following Airbnb guidelines by living it’s culture of making everybody feel home.
ICON Solutions S.A
Oversee and supervise front line agents by coaching them and develop their skills in upselling and customer service delivering an excellent experience to our clients, Drive performance meeting KPI goals, Reports creation such as Stack Rank, schedule proposal, Time off calendar to run operations according to business needs
ICON Solutions S.A
Provide customer service, financial advice and resolutions to clients with low income and also to capture more clients or more business from existing clients by adding debts (upsell) to the program with the purpose of provide clients with a sooner resolutions of debts and also to increase revenue for the company
Main task to oversee the quality department which was in charge of evaluate calls being handled by front line agents with the purpose of finding trends of areas of opportunity during interactions such as: Sales gaps/opportunities, Customer service quality, improvement opportunities, Creation of remediation and proactive plans with the purpose of improve the overall performance of the program including the upselling of products and improve program’s revenue
BBA
Administrative Bachelor’s degree
Administrative Engineering
Discover other professionals with similar experience
Support, deliver feedback and overall develop front line agents which were providing technical and billing support with the goal of doing upselling throughout the interaction with clients, Administrative tasks such as bonus review, QA scores review, drive metrics to reach KPI goals
Coordinate all mentors/SMEs who will be supporting new hires to get all skills needed prior to reach out the operational floor, skills such as (Sales, Customer service, Quality, technical support knowledge to resolve clients inquiries
Telus FFH
Support Customer service calls selling Telecommunication services to clients in Canada, Mentor/SME supporting new hires guiding them to reach out sales goals and meet quality during the sales and customer service process, Sales Coach delivering sales course, techniques and best practices to new hires for them to be able to meet sales targets when reaching the operational floor
Grand Santa Maria Hotel
Head of booking and front line departments making sure to keep quality of service to bring more business to the hotel throughout the booking and reservations calls for hotel staying and events reservations
