Wilmer Durán Alvarado

Team Leader - Subject Matter expert

Infosys BPM

Jan 2024 - Current (2 years 7 months)

Led a team of subject matter experts, providing guidance and support to ensure exceptional customer service and efficient problem resolution. Tracked and evaluated team performance metrics, delivering regular feedback to team members and implementing performance improvement plans as needed. Collaborated closely with customer service representatives and other departments to identify recurring issues, streamline processes, and implement best practices. Served as the primary point of contact for escalated customer inquiries, utilizing expert knowledge to resolve complex issues and enhance customer satisfaction. Identified opportunities for process improvements within the customer support framework, proposing and implementing solutions to enhan

Production Team Leader

Infosys BPM

Nov 2022 - Jan 2024 (1 year 3 months)

Supervised and mentored customer service representatives to ensure adherence to performance standards and deliver exceptional service to customers Monitored daily operations and workflows to ensure efficient handling of customer inquiries, complaints, and requests Analyzed customer feedback and service metrics to identify areas for improvement and implemented strategies for enhanced customer satisfaction Fostered a positive team environment by promoting teamwork, collaboration, and open communication among team members Conducted regular performance evaluations and provided constructive feedback to support team members' professional growth Handled escalated customer issues and complex inquiries, resolving them in a timely and effective manne

Senior subject matter expert

Infosys BPM

May 2022 - Nov 2022 (7 months)

Provided support to team members by addressing product inquiries and clarifying company call flow. Reviewed specialized requests, including credits, refunds, and overrides, to ensure accuracy. Managed escalated calls that team members were unable to resolve for customers. Additionally, I utilized my sales skills to train agents in soft sales techniques, assisting them in closing sales when they encountered challenges, thereby enhancing overall team performance and customer satisfaction. I also effectively managed task tracking by organizing and prioritizing multiple responsibilities throughout the day, ensuring that I could support my colleagues while maintaining my own workflow.

Customer service representative

Infosys BPM

Dec 2021 - May 2022 (6 months)

Responded to customer inquiries and provided support via phone calls. Managed complex situations and handled escalation calls effectively. Presented possible solutions to ensure customer satisfaction through active listening. Engaged with upset customers to de-escalate tense situations. Provided sales pitches and recommended products/services to better meet client needs. Additionally, I adapted to a remote work environment throughout the majority of my tenure, which enhanced my ability to maintain productivity and communication while supporting customers from home. Furthermore, I utilized task tracking skills to organize and prioritize multiple customer requests, ensuring that I addressed the most critical issues first, which significantly

Financial investigator

Equifax Costa Rica

Mar 2021 - Sep 2021 (7 months)

Collaborated with clients to address and resolve discrepancies in financial reports that could impact credit application process Conducted thorough investigations by contacting multiple financial institutions and cross-referencing information with internal records Ensured seamless application process by verifying accuracy and completeness of financial information

Sales Representative

CSS Corp

Jul 2020 - Jan 2021 (7 months)

Engaged with business clients to address inquiries and convert interest into sales, achieving success in closing deals. Managed and preserved a portfolio of clients, ensuring their satisfaction with our products and promptly resolving any issues that arose. Additionally, utilized task tracking skills to analyze a pipeline of sales leads, assessing each case to identify those with the highest potential for closure. This prioritization allowed for efficient management of leads, ensuring that all tasks were completed by the end of the sales period.

Onboarding specialists

Concentrix

Jan 2020 - Jul 2020 (7 months)

Facilitated the onboarding process for new employees by providing guidance and support during their orientation period. Oversaw attendance records and completed administrative tasks to support accurate payroll processing. Improved employee performance and productivity by conducting coaching sessions, training workshops, and holding regular meetings. Additionally, utilized sales skills to teach and guide new agents in soft sales techniques, enhancing their ability to engage with customers effectively and contribute to the team's overall success. Furthermore, managed various responsibilities such as performance tracking, knowledge checks, and daily recaps, ensuring that associates were well-prepared for production after their nesting period.

C

Agent in customer service with soft sales

Concentrix Costa Rica

May 2018 - Jan 2020 (1 year 9 months)

As an Agent in customer service with soft sales, I resolved technical issues related to incoming calls from active customers regarding satellite television services. I provided basic customer service related to billing and service package changes to active customers. Additionally, I adapted to remote work conditions for 8 months during this role, which enhanced my ability to maintain effective communication and service delivery, aligning closely with the demands of remote work environments.

Customer service representative

SYKES Costa Rica

Dec 2017 - Apr 2018 (5 months)

Resolved basic technical issues for incoming calls in a telecommunications service. Identified customer service needs and utilized the information to upsell specified company services.

Wilmer Durán Alvarado

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