Jhonny Wilfredo
English Teacher Degree.
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
13
13
years of professional experience
Work History
Team Lead
SkyCom BPO
06.2021 - Current
- Developed team skills and increased daily case load from 4 to 27 by implementing coaching sessions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision-making.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
Quality Analyst
SkyCom BPO
11.2020 - 05.2021
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Maintained up-to-date knowledge of industry best practices, incorporating relevant methodologies into daily work processes for optimal results.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Defined and implemented quality initiatives to reduce risk.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Created and revised procedures, checklists and job aids to reduce errors.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Participated in departmental meetings to establish short- and long-term strategy.
- Developed and maintained quality assurance procedure documentation.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Chat Support Executive
Teleperformance
08.2019 - 11.2020
- Assisted members with inquiries and concerns through multiple channels (phone, email, chat).
- Enhanced customer satisfaction by resolving technical issues and providing product information.
- Reduced customer complaints by addressing concerns proactively and offering timely solutions.
- Supported company initiatives by staying up-to-date on product knowledge and industry trends.
- Exceeded targets for resolution times through effective problem-solving skills and prompt communication with customers.
Customer Service and health customer care / Supervisor backup
SYKES
07.2017 - 08.2019
- Supervised a team of customer service representatives and provided coaching and training as needed.
- Evaluated interactions between associates and customers to assess personnel performance.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
Customer Care Professional
Teleperformance
04.2017 - 07.2017
- Assisted customers with inquiries and concerns via phone and email.
- Conducted proactive outreach to customers with outstanding issues, working diligently to resolve their concerns in a timely manner.
- Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
TIER I CUSTOMER SERVICE AGENT AND TIER II CUSTOMER SUPPORT
SYKES
03.2014 - 04.2017
- Handled inbound calls and provided excellent customer service to resolve customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Helped customer to book reservations and helped them to create memories for their vacations
English Teacher
English london academy
07.2013 - 03.2014
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Kept classroom organized, clean and safe for students and visitors.
Interpreter
Iglesia metodista
04.2011 - 06.2013
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
- Communicated with clients to understand interpreting needs and provide best service possible.
Customer Service Representative
Transactel El Salvador
1 2011 - 3 2011
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Elementary School to High School -
Centro Escolar Santa Maria and I.N.A.H
English Degree -
Universidad De El Salvador
Skills
Fluent in English (written and spoken)
Microsoft Office proficiency
Customer service oriented
Results-oriented
Ability to work under pressure
Team development and motivation
Key performance indicator management
Operations Management
Performance monitoring
Coaching and Mentoring
Quality Control
Performance Improvement
Timeline
Team Lead
SkyCom BPO
06.2021 - Current
Quality Analyst
SkyCom BPO
11.2020 - 05.2021
Chat Support Executive
Teleperformance
08.2019 - 11.2020
Customer Service and health customer care / Supervisor backup
SYKES
07.2017 - 08.2019
Customer Care Professional
Teleperformance
04.2017 - 07.2017
TIER I CUSTOMER SERVICE AGENT AND TIER II CUSTOMER SUPPORT
SYKES
03.2014 - 04.2017
English Teacher
English london academy
07.2013 - 03.2014
Interpreter
Iglesia metodista
04.2011 - 06.2013
Customer Service Representative
Transactel El Salvador
1 2011 - 3 2011
Elementary School to High School -
Centro Escolar Santa Maria and I.N.A.H
English Degree -
Universidad De El Salvador
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