Gerardo Cortes
Degree In Psychology
San Salvador
Summary
Teamwork ability, experience in managing personnel, and good handling in coordination and preparation of workshops and trainings, successful at developing training plans and supplementary materials to help students excel. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Responsible and dedicated to work ethics.
Overview
12
12
years of professional experience
14
14
years of post-secondary education
2
2
Languages
Work History
Account Manager
Svetness Fitness And Nutrition
09.2023 - 01.2024
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Supervisor
SkycomBPO
10.2019 - 09.2023
- I started as a patient services agent; I began gaining the trust of the account manager and I was given the task to review escalation cases that were sent to the client
- Later, I applied to be a Quality Analyst and I got the position
- Then, I applied to be the account trainer and I also got the position
- I was in charge of creating the training material for the account, which is still being used today
- I was in that position for over a year
- After that, I applied to be a supervisor and I also got the position
- I had my own team of over 15 people, I lead team huddles, gave 1x1s, constant feedback and training
- I was also in charge of interviewing new candidates for the account and decide wheatear they will pass to the next phase or not
- In all my roles within the company, I had direct contact with the client, but being a supervisor, gave me the opportunity to lead different projects that helped me earn the client's trust, this resulted in my proposing creating a new team in charge of managing escalations cases in El Salvador
- I was given the task to lead some agents that were going to work some escalations and see if the client liked the result
- The results were so great that, the team became a permanent team that I lead, in addition to my own team of agents and a new line of business was created thanks to that.
Executive Assistance
Colectivo Normal
01.2015 - 09.2019
- Founding member and part of the Sustainability Committee, administrative support for the coordination of the foundation, preparation and monthly presentation of the financial statement, organization of events and conferences and handling of social media.
Independent Consultant
Counterpart International
11.2018 - 07.2019
- Consultancy for Administrative Assistance as part of the 'Strengthening of organizational capacities of Colectivo Normal' project
- In this project I coordinated and supervised activities aimed at strengthening the organization, such as: The legal registration of the Normal Collective, financial sustainability project, organizational development, cooperation with other organizations, development of an operational plan, purchase of equipment and training for members of the organization.
Customer Service
Sykes El Salvador
01.2013 - 01.2014
- Solving problems in flight reservations, hotels, car rental and vocational packages for the international company Expedia.com
Assistant in the Sales Department
Hotel Courtyard by Marriott
01.2012 - 01.2012
- Assist sales representatives, attend to both national and foreign clients to organize events
- Concertize negotiations and give information on rates in rooms and lounges.
Education
Degree in Psychology - Psychology
Universidad Centroamericana José Simeón Cañas
Antiguo Cuscatlan, El Salvador 03.2014 - 05.2022
Diploma in Restorative Justice, Moderation of Processes and Attention to Victims - undefined
Universidad Tecnológica de El Salvador
02.2018 - 05.2018
Diploma in Human Resources and Labor Law - undefined
Mental Health Center "Phyché"
01.2018 - 05.2018
Highschool and Bilingual Assistant Technician -
Centro Cultural Salvadoreño Americano
01.2010 - 05.2012
Microsoft Office package certification - undefined
Centro Cultural Salvadoreño Americano
01.2010 - 05.2012
TOEFL - undefined
Centro Cultural Salvadoreño Americano
01.2012 - 05.2012
TOIC - undefined
National English Center (NEC)
01.2009 - 05.2009
Skills
Volunteer Experience
- Centro de Servicio Social UCA, 2016, 2018, I work in the development of workshops with children with cognitive and motor disabilities at FundaMundo, in order to improve their social and motor skills.
- Planning and execution of workshops for the migrant population in Arcatao, Chalatengnago, 2016, 2018, In order to integrate the Salvadoran population, with migrants from Honduras.
- Planning and execution of workshops aimed at students from third to eighth grade, 2016, 2018, I was in charge of sexual and reproductive health and bullying workshops.
References
- Lic Karoline López, Asociación Demográfica Salvadoreña, (504) 2132 8159 / (503) 7799 0011
- Jennifer Zaldivar, SkycomBPO (503) 7059 5223
- Andrés Escoto, Convergys El Salvador, (503) 7989 8615
- Yolanda Ferrufino, (239) 391 8695
Timeline
Account Manager
Svetness Fitness And Nutrition
09.2023 - 01.2024
Supervisor
SkycomBPO
10.2019 - 09.2023
Independent Consultant
Counterpart International
11.2018 - 07.2019
Diploma in Restorative Justice, Moderation of Processes and Attention to Victims - undefined
Universidad Tecnológica de El Salvador
02.2018 - 05.2018
Diploma in Human Resources and Labor Law - undefined
Mental Health Center "Phyché"
01.2018 - 05.2018
Executive Assistance
Colectivo Normal
01.2015 - 09.2019
Degree in Psychology - Psychology
Universidad Centroamericana José Simeón Cañas
03.2014 - 05.2022
Customer Service
Sykes El Salvador
01.2013 - 01.2014
Assistant in the Sales Department
Hotel Courtyard by Marriott
01.2012 - 01.2012
TOEFL - undefined
Centro Cultural Salvadoreño Americano
01.2012 - 05.2012
Highschool and Bilingual Assistant Technician -
Centro Cultural Salvadoreño Americano
01.2010 - 05.2012
Microsoft Office package certification - undefined
Centro Cultural Salvadoreño Americano
01.2010 - 05.2012
TOIC - undefined
National English Center (NEC)
01.2009 - 05.2009
Similar Profiles
Diego FloresDiego Flores
Personal Trainer at Svetness Fitness And NutritionPersonal Trainer at Svetness Fitness And Nutrition
Michelle Hitt, MPH, RDNMichelle Hitt, MPH, RDN
Registered Dietitian Nutritionist at Nutrition and Fitness CounselingRegistered Dietitian Nutritionist at Nutrition and Fitness Counseling
Alexandra SmithAlexandra Smith
Accredited Practicing Dietitian at ACS Nutrition FitnessAccredited Practicing Dietitian at ACS Nutrition Fitness