This is my profileContact via CazVidAlejandro
Welcome to CazVid!
Contact
Competencies
Demonstrated experience with Efficient and assertive communication.
Demonstrated experience with Conflict resolution.
Demonstrated experience with Adaptability.
Demonstrated experience with Time management.
Demonstrated experience with Client facing experience.
Education
Languages
Experience
Learning & Development specialist
Trained agents on technical support and billing lines, facilitating onboarding and role-specific sessions., Created and updated training materials aligned with business needs and process changes., Delivered regular coaching and performance follow-ups based on KPIs and QA metrics., Developed action plans to improve QA scores and agent productivity., Collaborated with QA and Operations to address training gaps and ensure consistent standards., Used tools like Avaya, Excel, and the LMS to track training and performance., Generated performance reports and gave data-driven feedback., Mentored junior trainers and supported leadership development by coaching supervisors on communication, team management, and coaching techniques., Fostered continuous learning through proactive feedback and engagement.
Customer service support agent
Supported members in a medical insurance campaign by handling inquiries with professionalism and empathy., Explained benefits, coverage, and claims processes in a clear and accurate manner., Resolved customer issues efficiently, ensuring high satisfaction and compliance with HIPAA standards., Maintained performance metrics across quality, attendance, and first-call resolution.