Heylin

I

Training Manager

ICS, Account Airbnb

Sep 2020 - Current (5 years 9 months)

Activities - As a Training Manager, I oversee a team of 25, managing both new hire and upskilling training. I also develop and continuously refine training materials to ensure curriculum updates align with business needs. • Lead training programs for new hires, overseeing their 0-30 days in production to ensure a smooth transition. • Conduct weekly client calls to review training effectiveness, discuss survey results, and implement improvements. • Collaborated with Operations and Quality Assurance teams to enhance KPIs and overall training impact. • Manage training initiatives across Colombia, Honduras, Guatemala, and Manila, ensuring consistency and efficiency. • Traveled to Manila in 2023, for 3 months, with a team of 7 trainers to s

I

Training Facilitator

ICS, Account Airbnb Launch Team

Jun 2020 - Sep 2020 (4 months)

• Spearheaded the launch of Airbnb operations in Guatemala by training and onboarding new team members. • Designed and delivered comprehensive training programs to ensure smooth platform adoption and operational efficiency. • Provided ongoing coaching and support to enhance team performance and customer service standards. • Collaborated with cross-functional teams to develop localized training materials and best practices.

A

Manager DirecTV

Alorica, Operations

Feb 2019 - Feb 2020 (1 year 1 month)

• Led a team of 150 agents, ensuring achievement of sales targets and KPI goals. • Conducted continuous training on product updates, sales strategies, and performance metrics. • Collaborated with supervisors to provide coaching, support, and strategy alignment for improved performance. • Monitored key performance indicators (KPIs) to drive efficiency and maximize revenue growth. • Implemented best practices to enhance team engagement and overall operational success.

A

Training Facilitator

Alorica, Language

Apr 2015 - Feb 2019 (3 years 11 months)

• Provided English language training and skill development to new agents across 10 different lines of business, including major clients such as AT&T, SiriusXM, Amazon, and Walmart, ensuring they met the required communication and job-related competencies. • Designed and delivered tailored training programs to enhance agents' proficiency in English and customer interaction skills. • Assessed trainees' language abilities and provided targeted coaching to bridge skill gaps. • Collaborated with operations and training teams to align language support with business needs and performance goals.

A

Temp Supervisor

Alorica,

Jan 2015 - Apr 2015 (4 months)

• Supervised a team of 15 agents, ensuring they met performance metrics and quality standards. • Provided coaching and support to enhance agent skills in client interactions and problem-solving. • Assisted in developing new strategies to improve efficiency and customer satisfaction. • Acted as a liaison between agents and clients, facilitating smooth communication and issue resolution. • Quickly adapted to the role, demonstrating leadership, training, and performance management skills.

A

CSR

Alorica,

Jun 2014 - Jan 2015 (8 months)

• Provided high-quality customer support, handling inbound calls and resolving inquiries efficiently. • Recognized as Top Performer for two consecutive months due to outstanding service and performance metrics. • Assisted in the successful launch of an internal support account by training team members and refining processes. • Maintained high customer satisfaction ratings through effective problem-solving and communication skills.

T

CSR

Telus, Accounts TXU & FSV

Jan 2009 - Jun 2014 (5 years 6 months)

• Provided customer support for an electric energy account and a debit card service, assisting with billing inquiries and account management. • Recognized as a top-performing agent three times for exceeding performance metrics and delivering excellent customer service. • Selected as floor support, mentoring and assisting fellow agents with complex customer issues. • Maintained high customer satisfaction by effectively resolving billing disputes and account concerns in a timely manner.

About

Detail

Timeline

Résumé