Kevin Esau Hernandez Torres

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Senior Project Assistant - Communications

International Organization for Migration - IOM USRAP Program

Sep 2023 - Mar 2025 (1 year 7 months)

Supervised a team of staff members based in El Salvador who handled daily Communications activities. Leaded staff development such as recruiting, interviewing, hiring and training. Performed regular coaching and feedback sessions with the team. Monitored and evaluated (MEL) activities for the USRAP program, as well as identified learning lessons; created monitoring mechanisms on a regional scope (Latin America and The Caribbean). Daily assigned cases (daily quota) to each staff member using CRM pilot and internal case management system. Reviewed and updated Standard Operating Procedures (SOPs) related to communications procedures. Created and developed new workflows when needed. Created, edited and delivered relevant data reports to the Sen

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Project Assistant - Communications

International Organization for Migration - IOM USRAP Program

Mar 2022 - Aug 2023 (1 year 6 months)

Undertaken communications activities such as case consultation in-person, via phone or email to USRAP beneficiaries. Provided clear and accurate information to beneficiaries through the RSC LA Information Center (ICLA). Flagged deadlines, trends and urgent matters to the Project Focal Point and Supervisor. Prepared partner's data reports in close coordination with Project Focal Point. Handled calibration and conference calls with assigned interpreters (Haitian Creole, Afghan, Tamil, etc.,). Provided USRAP training/shadowing in-person and virtual sessions to Junior Project Assistants.

Senior Staff training and development specialist

Sitel Group

Nov 2020 - Mar 2022 (1 year 5 months)

As a Senior Staff Training and Development Specialist, I was responsible for creating and preparing comprehensive training materials for newly hired staff, ensuring they were well-equipped for their roles. I guided regular monitoring evaluations and quality control for trainees during their classes, leading mock sessions and role plays to assess their needs before production. I presented trainees' metrics at the conclusion of each course to the US Client (Cigna Medicare Insurance) and account managers, while diligently following up on Key Performance Indicators (KPIs) achievement for each staff member under training. Additionally, I regularly reviewed and updated training materials to maintain their relevance and effectiveness. My experienc

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Customer Service and Sales Representative

Teleperformance El Salvador

May 2019 - Apr 2020 (1 year)

As a Customer Service and Sales Representative, I undertook customer service and hotel booking calls, consistently ranking as a top performer and selected as a support floor walker. I effectively handled grievances and refund interactions with clients, ensuring a high level of customer satisfaction. My role involved promoting branding and enrollment in promotional packages, including the American Express Credit Card, while interacting with front desk partners as needed. I requested Social Security Numbers and conducted credit checks to verify eligibility for American Express Credit Card benefits. Additionally, my experience in managing data analysis while working for Hilton enhanced my ability to understand customer trends and preferences,

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Intern at the Service Unit for Salvadorean Migrant Returned Population

Ministry of Foreign Affairs of El Salvador (MIREX)

Aug 2018 - Mar 2019 (8 months)

Provided case consultation to individuals under the Program "El Salvador es tu Casa". Created initiatives and strategies focused on returning migrants social and economic reinsertion to society. Reviewed training materials presented by Non-Governmental Organizations (NGOs) in areas such as construction, cooking classes, languages, and informatics among others. Supported on the monthly database update. Written and filtered individuals' testimonies for tracking purposes. Filtered individual's bio data and provided relevant findings to the assigned supervisor.

Kevin Esau Hernandez Torres

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