Liliana Merchán
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Liliana Merchán

Liliana Merchán  new_releases

About

Detail

Head of talent seeker operations
Bogotá, Bogota, Colombia

Contact Liliana regarding: 

Flexible work
Starting at USD20/hour
person_search
Finding candidates
groups
Networking

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 34% verified
  • Torre.ai
    Head of talent seeker operations
    Torre.ai
    Mar 2023 - Current (2 years 2 months)
  • Torre.ai
    Recruiter Advisor and Technical Coach public Remote experience
    Torre.ai
    Sep 2022 - Current (2 years 8 months)
    - Provide our candidates with knowledge, guidance, and tools to find fulfilling jobs. - Enhance and develop the candidate’s professional profile through specific coaching and training methodologies. - Bring personalized and boosted access to our professional network of the Torre Access community. - Enrich the candidate’s professional potential and go beyond their expectations. - Support and add value to our candidates throughout the Torre Access acceleration program.
  • Torre.ai
    Dedicated Recruiter verified_user Verified experience public Remote experience
    Torre.ai
    Jun 2022 - Current (2 years 11 months)
    - Acquire and onboard new clients whether that involves small and/or big companies and guide them during their new talent hiring processes. - Make sure to enrich the candidate’s journey throughout the job application process. - Motivate the candidate to continue to move forward after each useful and proper feedback we provide. - Take into account algorithms testing results and utilize that feedback in order to improve performance. - Increase NPS and Retention.
  • Teleperformance Spain
    Assistant Account Manager public Remote experience
    Teleperformance Spain
    Jan 2021 - Mar 2022 (1 year 3 months)
    - Responsible for work environment, client satisfaction and profitability by being the leader of four lines of business units (phone, chat and email based) integrated by team leaders and agents. - Developed a team of assigned team leaders to meet and exceed performance, quality, end-user satisfaction, client satisfaction, churn rate and any other relevant key operational metrics by providing them guidance, motivation, support and education. - Outperformed quarterly targets by 15% on average mainly on our phone lines. - Inaugurated our first escalation phone line of business which generated $80K additional company revenue. - Executed data-driven decision-making through Lean Six Sigma related strategies in order to properly perform detail-ori
  • Teleperformance Spain
    Team Manager verified_user Verified experience public Remote experience
    Teleperformance Spain
    Oct 2019 - Dec 2020 (1 year 3 months)
    - Managed and developed 20 interpreters on average from different cities in Colombia such as Bogotá, Medellín, Barranquilla, Cali among others and Lima, Perú. - Built high-performance teams through employee engagement, well-being promotion while fostering trust with self-awareness, empathy, transparency and open communication. - Executed new retraining programs to empower our interpreters to perform at their best and increase our interpretation quality/client’s satisfaction. - Coordinated diverse engagement strategies in order to decrease employee turnover and increase productivity, team unity and overall work environment. - Promoted a book club in order to assess, grow and evolve our leadership skills as a team. We shared knowledge from di
  • Teleperformance Spain
    Bilingual Interpreter public Remote experience
    Teleperformance Spain
    Mar 2019 - Sep 2019 (7 months)
    - Interpreted medical, legal and administrative interactions through Linc and Softphone (internal client tools) while taking notes on a reusable writing board to ensure we didn’t compromise our client’s privacy and confidentiality. - Focused on achieving accuracy, clarity and genuine care for our customers who were mostly patients in need for guidance in order to improve their health. - Helped my team to develop an internal dictionary for the most complex regional and local terms to interpret live. - Assisted my Supervisor with model calls in order to support our team’s outliers and cooperate to improve our quality of interpretation. - Enthusiastic to welcome and engage with new interpreters through meetings to facilitate their transition t
  • Sutherland
    Support Agent
    Sutherland
    Jul 2018 - Sep 2018 (3 months)
    - Performed customer service and technical email/chat support in English for music streaming services. - We used Salesforce to follow up on email cases and customized templates were utilized depending on the type of inquiry from the customer in order to better provide answers and solutions. - An internal tool platform was used to manage all chat interactions where the troubleshooting process took place in real time. - Developed and collected a special guide to help de-escalate the most complicated cases and decongest our escalation departments, thus avoiding rework and gaining better overall customer satisfaction. - Sold subscriptions and various service plans where customers could take advantage of special offers and enjoy the benefits.
  • Concentrix
    Support Agent
    Concentrix
    Jun 2017 - Aug 2017 (3 months)
    - Performed customer service and technical phone support in English for prepaid cellphone lines. - We used different internal client tools to provide answers about customer’s inquiries regarding the product or service. - Supplied ongoing technical assistance to customers. - Handled different payment methods to guarantee the operation of the service. - Focused on proactivity and personalized interactions to ensure the best outcome while managing customer’s complaints.
  • Sitel Group
    Sales Agent verified_user Verified experience
    Sitel Group
    Aug 2015 - Sep 2016 (1 year 2 months)
    - Performed customer service and technical phone support in English for home appliance repairs and sold home warranties with free remodeling consultations. - We used Kronos (an internal client tool) to ensure all product/service issues and troubleshooting problems were resolved. - We scheduled technical visits and processed order/purchase transactions. - Aimed to provide the highest fulfilling customer experience and service quality as possible through kindness, courtesy and professionalism. - We had a sales pitch to sell the warranty and I became one of the best sellers, which kept me mostly on the selling phone lines.
Education verified_user 0% verified
  • A
    Commercial Voice-over Acting (Basic Module)
    A Voz Academia de Expresión y Doblaje
    Dec 2021 - Current (3 years 5 months)
  • Utadeo
    Graduate in Graphic Design
    Utadeo
    Jan 2013 - Mar 2019 (6 years 3 months)
  • Escuela Colombiana de Ingeniería Julio Garavito
    Computer Science (until 3rd Semester)
    Escuela Colombiana de Ingeniería Julio Garavito
    Jan 2006 - Dec 2008 (3 years)
  • Colegio de Bachillerato Patria
    High School
    Colegio de Bachillerato Patria
    Jan 2003 - Dec 2005 (3 years)
  • T
    Middle School
    The Community For Learning
    Jan 2000 - Dec 2002 (3 years)
  • Colegio Naval de Manzanillo
    Elementary School
    Colegio Naval de Manzanillo
    Jan 1994 - Dec 1999 (6 years)