Gabriel Emilio Florez Sarria

Team Leader

Concentrix

Jan 2024 - Current (1 year 6 months)

Supervise and guide 18-22 advisors to meet performance targets and deliver excellent customer service, providing training and coaching to enhance skills and performance; monitor calls, handle escalations, analyze metrics, collaborate with other departments, enforce policies, and lead by example to ensure a positive customer experience; recognized as a top performer for 6 months. Additionally, developed strong communication, time management, and problem-solving skills that are directly applicable to a Virtual Assistant role. Provided virtual support to agents, guiding them remotely to meet performance goals and resolve issues efficiently. Assisted clients directly based on their specific needs, ensuring a personalized and effective experienc

Sr. Quality Analyst

Concentrix

Feb 2022 - Dec 2023 (1 year 11 months)

Developed reports in MS Excel, formulated plans based on client guidelines, monitored calls to evaluate advocate performance, and enhanced operational visibility through coaching sessions using LEAP and GROW Models. Led internal and external calibrations to ensure overall effectiveness. Additionally, my experience as a Quality Analyst honed my attention to detail, analytical thinking, and communication skills, which are essential in a Virtual Assistant role. I monitored interactions, identified areas for improvement, and provided actionable feedback to enhance performance. My role also required managing reports, coordinating with multiple teams, and supporting both agents and leaders virtually, preparing me to efficiently handle administrat

Customer Service Representative

Concentrix

Sep 2020 - Jan 2022 (1 year 5 months)

As a Customer Service Representative for an insurance company, I excelled in helping individuals lead healthier lives and enhancing healthcare efficiency, consistently achieving top performance for over a year, meeting client criteria, and earning recognition for outstanding achievements.

Customer Service Representative

Telepeformance

Jan 2019 - Dec 2019 (1 year)

Achieved top performer status for five consecutive months and consistently ranked within the top 3 representatives during my one-year tenure as a Customer Service Representative for a company in the USA and Canada.

T

LDS Missionary – Community Service & Teaching

The Church of Jesus Christ of Later-day Saints,

May 2014 - Mar 2016 (1 year 11 months)

As a missionary of the Church of Jesus Christ of Latter-day Saints, I dedicated my time to serving the community, teaching Christ-centered principles, and helping individuals and families become more self-reliant. I worked to uplift others spiritually and temporally, guiding them to find solutions to their challenges through faith in Jesus Christ and practical gospel-based principles. Additionally, I utilized Microsoft 365 to create presentations and reports, enhancing my ability to communicate effectively and share important teachings with the community.

Gabriel Emilio Florez Sarria

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Gabriel's behavioral traits
Gabriel's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.