Yusep Hervin Gómez Tabares Retention agent

Retention agent

UENI

Feb 2025 - Current (1 year 3 months)

As a Retention Agent, I was responsible for maintaining customer relationships and ensuring high levels of satisfaction to promote loyalty. I utilized various tools and platforms to streamline communication and operational processes. Notably, I used Notion to share standard procedures for different operational tasks, enhancing team collaboration and efficiency. Additionally, I managed patient records to ensure accurate and up-to-date information was available for client interactions. My role also involved remote work, where I effectively engaged with clients through Zoom during onboarding meetings, facilitating a smooth transition and fostering strong connections from the outset.

A

Appointment scheduler

Jun 2024 - Jan 2025 (8 months)

As an Appointment Scheduler, I was responsible for efficiently managing and coordinating appointments to ensure optimal scheduling for clients and staff. I utilized various tools to streamline the scheduling process and maintain clear communication. Some appointments were scheduled via Zoom, which facilitated remote interactions and allowed for effective management of weekly calibration calls. Additionally, I used Notion to share standard procedures for scheduling appointments, ensuring that all team members were aligned and informed. My role also involved working from home, which required strong self-discipline and time management skills to maintain productivity and meet scheduling demands.

Training Lead

Teleperformance

Feb 2022 - May 2024 (2 years 4 months)

As a Training Lead, I was responsible for developing and implementing training programs that enhanced the skills and performance of a diverse team of trainers. I effectively managed a team of 7 trainers, overseeing the training of approximately 140 agents simultaneously, ensuring that all training objectives were met. This role required strong organizational skills and the ability to foster collaboration among team members, even while working remotely. Additionally, my experience in remote work allowed me to utilize platforms like Zoom for conducting training sessions, facilitating real-time interaction and engagement. Furthermore, I coordinated care-related training initiatives, ensuring that all agents were well-prepared to meet the needs

Trainer

Teleperformance Colombia

Jul 2020 - Feb 2022 (1 year 8 months)

As a Trainer, I was responsible for developing and delivering training programs to enhance the skills and performance of team members. I coordinated a team of 20 agents, providing them with comprehensive training over a two-month period to ensure they were well-prepared for their roles. This training was conducted remotely, utilizing Zoom as the primary platform for communication and instruction. Additionally, I effectively managed care coordination aspects to ensure that all training materials and sessions were aligned with the team's needs, fostering a collaborative and productive learning environment.

Customer service agent

Teleperformance

Sep 2018 - Jul 2020 (1 year 11 months)

Yusep Hervin Gómez Tabares

About

Detail

Timeline

Résumé