Josselyn Gabriela Fuentes Hernandez

Operations Team Leader (Customer Service and Technical Support)

TELUS Digital

Nov 2022 - Dec 2024 (2 years 2 months)

Supervised teams of 10-17 members across multiple lines of business, implementing performance improvement strategies that consistently met and exceeded key performance indicators (KPIs). Collaborated closely with the direct client to align operational goals, address concerns, and ensure client satisfaction through proactive communication and transparency. Provided individualized coaching and mentorship to team members, enhancing skills, boosting morale, and driving overall team performance and sales opportunities. Led recruitment initiatives to attract and hire top talent, ensuring a strong cultural fit while maintaining high standards of operational excellence. Ensured accurate and timely processing of bonuses and salaries, enhancing emplo

Learning Services Specialist

TELUS Digital

Aug 2022 - Nov 2022 (4 months)

Designed and delivered engaging training programs tailored to diverse audiences, leveraging instructional design principles to create interactive materials that enhanced knowledge retention and learner engagement. Provided ongoing support to learners, addressing questions and concerns to ensure a positive and effective learning experience. Managed daily communications, including attendance tracking and class performance highlights, while preparing detailed reports on team progress, attrition risks, and training effectiveness for senior management. Communicated key findings and potential operational risks via email, enabling proactive decision-making and continuous improvement of training initiatives.

Customer Service Representative

TELUS Digital

Dec 2019 - Aug 2022 (2 years 9 months)

Delivered outstanding customer service to Canadian clients, efficiently resolving inquiries and issues while consistently meeting quality standards and offering additional services. Completed a four-month internship in Loyalty and Retention, developing strategies to enhance customer satisfaction, retention rates, and sales targets. Transitioned to mentoring responsibilities, providing hands-on guidance and constructive feedback to new employees, while fostering a collaborative environment between team members and supervisors. Prepared and submitted detailed reports on team performance, metrics, and areas for improvement, contributing to operational transparency and driving performance improvements.

Translator

Unbound

May 2016 - Dec 2017 (1 year 8 months)

Facilitated effective communication by translating correspondence, ensuring accuracy, cultural sensitivity, and clarity in both English and Spanish. Conducted live interpretations during sponsor visits, bridging language barriers to foster meaningful interactions and build stronger relationships. Reviewed and edited translations to ensure proper grammar, contextual accuracy, and adherence to organizational standards.

Josselyn Gabriela Fuentes Hernandez

About

Detail

Timeline

Résumé