Shirley Julieth Hernández Castillo
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Shirley Julieth Hernández Castillo

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Bogotá, Bogota, Colombia

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Résumé

Jobs verified_user 0% verified
  • Foundever
    Learning Specialist / Trainer
    Foundever
    Jan 2022 - Current (4 years 8 months)
    Designed and delivered training programs for new hires, ensured understanding of procedures and tools, provided continuous coaching and feedback, supported onboarding processes, and contributed to communication skills development and performance improvement.
  • Foundever
    Backup Coach
    Foundever
    Jan 2021 - Jan 2022 (1 year 1 month)
    Monitored agent performance, provided operational support, delivered feedback, resolved process-related questions, and supported achievement of quality metrics and KPIs.
  • Foundever
    Mentor
    Foundever
    Jan 2020 - Jan 2021 (1 year 1 month)
    Supported new agents during onboarding, reinforced customer service best practices, assisted with tool usage, ensured protocol compliance, and contributed to performance and quality improvement.
  • Foundever
    Customer Service Agent
    Foundever
    Provided bilingual customer support via calls, chat, and email. Resolved customer cases using CRM tools, ensured compliance with quality standards, applied empathetic communication, and met performance KPIs.
Education verified_user 0% verified
  • Universidad ECCI
    Bachelor's Degree in Modern Languages
    Universidad ECCI
    Jan 2016 - Current (10 years 8 months)
  • C
    High School Diploma with Emphasis in English
    COLEGIO SANTO DOMINGO BILINGÜE
    Jan 2006 - Jan 2016 (10 years 1 month)
  • C
    Lean Six Sigma White Belt
    C.S.S.C