Anderson Afanador Account Manager

Operations Manager | Northbound Region | Guatemala | Manila

Lean Solutions Group

Jan 2024 - Oct 2024 (10 months)

• Building and maintaining relationships by establishing strong rapport with assigned clients, developing active listening, and clearly understanding the client's needs and goals.
• Align with the strategy and organizational goals, analyzing and monitoring current processes and identifying improvement areas.
• Building and developing teams: participating in new teams' recruitment and training process, managing performance by setting goals, and providing feedback.
• Create and maintain strong communication and coordination with other departments.
• Identify and manage different types of risks to ensure the operation has little or no impact.

Account Manager | Convoy Inc

Lean Solutions Group

Apr 2022 - Dec 2023 (1 year 9 months)

• Led and empowered teams to achieve goals and meet KPIs: Improve and maintain SLA above 98%, monitored and created talk racks to increase CSAT from 4.2 % to 4.7% and finally collaborated with relevant departments to decrease AHT from 900 to 500 seconds.
• Quickly adapt to organizational changes and restructure teams: Manage different groups of teams onsite and remotely, accounting for a 300 headcount.
• Work alongside clients in the implementation of new processes and teams.
• Deliver weekly, monthly, and quarterly results to stakeholders.

Team Lead | Carrier Support | Convoy Inc

Lean Solutions Group

Feb 2021 - Apr 2022 (1 year 3 months)

• Managed a Team of 65 staffers operating 24/7: Led the team to achieve goals and objectives as per the operations KPIS; AHT, CSAT, and SLA. Provide feedback and coaching motivating them to reach their best results.
• Implemented and monitored processes like troubleshooting steps, Talk tracks, and workflows.
• Performed general day-to-day tasks in the operation regarding motivation and engagement of the team, resolving conflicts, and risk management.

Customer Service Representative | Walmart

Teleperformance

Oct 2020 - Feb 2021 (5 months)

• Addressing Customer inquiries and concerns; Answer questions by phone and troubleshoot issues while providing an excellent customer experience.
• Processing orders and payments and offering proactive assistance by following processes and policies established by the client and company.
• Proficient in using Salesforce, Zendesk, and client CSR software.

Customer Service Representative | Ascensia US - CA

Concentrix

Feb 2020 - Sep 2020 (8 months)

• Provided outstanding customer service to product and service users by strictly following procedures and protocols established by the company.
• Troubleshoot technical and software issues customers may face.
• Document all interactions and information given to customers using company systems and following protocols.

Customer Service Team Lead | KOHL'S

Accedo Technologies

Nov 2017 - Oct 2018 (1 year)

• Successfully managed a team of 15 staffers by reaching individual and group KPIs ( AHT, CSAT & Quality Scores).
• Followed the company's processes when it came to providing feedback and coaching, handling staffer's requests, and providing coaching and feedback.
• Maintained a team attrition below 5 %.

Account Trainer | AT&T Sales

Accedo Technologies

Jan 2017 - Oct 2017 (10 months)

• Adhere and design training programs involving sales methodologies, customer relationship management, product knowledge, and negotiation skills.
• Evaluate training effectiveness by assessing trainees' progress as per company guidelines.
• Identified and addressed training needs by monitoring the learning progress of trainees, areas of improvement, and providing support & feedback.

Customer Service Representative | KOHL'S

Accedo Technologies

Jun 2016 - Dec 2016 (7 months)

• Handled different types of customer inquiries regarding credit card balance, fees, and payments.
• Provided excellent customer service by maintaining a CSAT score of 95 %.

P

English Language Teacher

Praxis English School

Feb 2016 - Nov 2019 (3 years 10 months)

• Develop and follow engaging lesson plans using CLIL methodology.
• Adhere to a communicative approach to teaching as per the institution's curriculum for delivering results.
• Assess and provide feedback to students by regularly conducting quizzes, tests, presentations, and projects.
• Conduct meetings with parents to deliver results and provide recommendations.

Anderson Afanador

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Anderson Afanador

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Behavioral traits