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Trainer BPO
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Competencies
Utilized problem solving and data analysis skills to support operational workflows and improve service quality.
Assisted in training and coaching agents to meet quality standards and service levels.
Delivered onboarding, uptraining, and skills development to team members across roles.
Provided healthcare plan support, processed medical claims, and trained new hires in medical terminology.
Monitored, audited, and coached teams to meet service level agreements in hospitality and healthcare environments.
Education
Languages
Summary
Experienced in healthcare support, hospitality coordination, and team development with a proven ability to enhance service quality and operational efficiency.
Key Achievements
- Supported members with healthcare plans and processed medical claims at Optum Colombia
- Coordinated group accommodation offers and monitored service level agreements at Minor Hotels
- Provided onboarding and uptraining for new and existing team members in medical terminology and procedures
Experience
Trainer BPO
Providing offers to potential clients for group accommodation in Minor Hotels properties, Part of the coordination team dealing with Service Level Agreement targets, Monitoring, auditing and coaching agents in terms of quality of ticket management
Language Assessor and Product Trainer
Provided support to members regarding their healthcare plan, Processing payments and medical claims information, Provided onboarding to new hires in medical terminology, Provided uptraining to tenured agents on new procedures or updates