Boris Barraza
Santa Tecla,La Libertad. El Salvador
Summary
Motivational training specialist with over tem years of call center experience in multiple areas, successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Trainer
The Office Gurus
12.2021 - Current
- Quickly adapted training plans for client needs, keeping timelines, and desires in mind.
- Prepared and presented supplementary learning material to support structured lessons.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Tracked attendance and evaluated progress for assigned trainees.
- Developed effective training plans based on department needs and objectives.
Continental Finance Company Customer Service Agent
The Office Gurus
08.2021 - 12.2021
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Developed and maintained courteous and effective working relationships.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Drove operational improvements which resulted in savings and improved profit margins.
- Worked flexible hours across night, weekend and holiday shifts.
Sirius XM Inbound Sales Agent
Concentrix
10.2020 - 06.2021
- Handled 20 calls per day to address customer inquiries and convert trials to subscriptions, retain subscriptions through retention strategies and activating subscriptions for inactive customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Advanced English Coach
English 4 Callcenters (E4CC)
04.2019 - 10.2020
- Coached English learners in ways to be conversational and sound natural in a conversation
- Successfully develop soft skills in English learners to fit the profile required for a call center position in a position based on personal preferences: Customer Service, Technical support and Sales.
- Implement student centered activities to increase participation in the classroom
Choice Hotels Support Specialist / Escalation desk
Teleperformance
04.2018 - 04.2019
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled 30 calls per day to address customer inquiries and complaints.
- Identify trends and weaknesses in customer interactions
Choice Hotels Customer Service Representative
Teleperformance
04.2017 - 04.2018
- Carried out day-to-day duties accurately and efficiently.
- Created plans and communicated deadlines to complete projects on time.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend and holiday shifts.
- Handled 40 calls per day to address customer inquiries and concerns.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
Microsoft Inbound Sales Agent
Teleperformance
08.2016 - 02.2017
- Used Microsoft Excel and other software tools to create documents and other communications.
- Maintained energy and enthusiasm in fast-paced environment.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Reached out to customers after completed sales to suggest additional service or product purchases.
HP Smartfriend Out Of Warranty Senior Agent
Convergys
12.2014 - 08.2016
- Prepared variety of different written communications, reports and documents.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Oversaw team of 15 agents focused on technical support calls.
- Worked flexible hours across night, weekend and holiday shifts.
- Supported team with instructions on troubleshooting processes and how to effectively relay instructions to customers.
HP Smartfriend Out Of Warranty Callback Agent
Convergys
11.2014 - 12.2014
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Exceeded goals through effective task prioritization and great work ethic.
- Led projects and analyzed data to identify opportunities for improvement.
- Increased customer satisfaction by resolving issues and processes that were left incomplete during previous interactions.
On the Job Trainer Dish Network
Convergys
08.2013 - 07.2014
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Responded to team support questions quickly to maintain call center efficiency.
- Provided onboarding and guidance to other representatives to meet Key Performance Indicator goals.
Customer Support/Tech Support Agent Dish Network
Convergys
02.2013 - 08.2013
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Email /Chat Support Specialist Zynga
Transactel
08.2010 - 06.2012
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Maintained energy and enthusiasm in fast-paced environment.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Met quota of 50 emails per day or 2-3 simultaneous chats
Education
High School Diploma -
Colegio Externado De San Jose
02.2005 - 11.2006
Teacher Training Course -
Centro Cultural Salvadoreño
05.2009 - 06.2009
Skills
Basic Windows troubleshooting
Problem-solvingFocusing on solutions instead of problems
Positive attitude High scores in surveys from co-workers
Remote Learning Experience in delivering engaging remote trainings
Adaptability Able to adapt to new processes and software in a fast changing industry
Excelent communicator Special focus on word choice to avoid miscommunication
Certification
Advanced English knowledge: Centro Cultural Salvadoreño. Graduate.
Timeline
Trainer
The Office Gurus
12.2021 - Current
Continental Finance Company Customer Service Agent
The Office Gurus
08.2021 - 12.2021
Sirius XM Inbound Sales Agent
Concentrix
10.2020 - 06.2021
Advanced English Coach
English 4 Callcenters (E4CC)
04.2019 - 10.2020
Choice Hotels Support Specialist / Escalation desk
Teleperformance
04.2018 - 04.2019
Choice Hotels Customer Service Representative
Teleperformance
04.2017 - 04.2018
Microsoft Inbound Sales Agent
Teleperformance
08.2016 - 02.2017
HP Smartfriend Out Of Warranty Senior Agent
Convergys
12.2014 - 08.2016
HP Smartfriend Out Of Warranty Callback Agent
Convergys
11.2014 - 12.2014
On the Job Trainer Dish Network
Convergys
08.2013 - 07.2014
Customer Support/Tech Support Agent Dish Network
Convergys
02.2013 - 08.2013
Email /Chat Support Specialist Zynga
Transactel
08.2010 - 06.2012
Teacher Training Course -
Centro Cultural Salvadoreño
05.2009 - 06.2009
High School Diploma -
Colegio Externado De San Jose
02.2005 - 11.2006