Jose Antonio Landaverde Romero
English Teacher
San Salvador,SS
Summary
I have been working in the BPO industry since 2009, gaining valuable experience in various roles such as customer service, tech support, sales, and retention. I have worked with top companies like Microsoft, Dell, Sirius XM, and Smart Home Security Services, honing my skills in technology and customer service. With 15 years of experience under my belt, I have developed strong leadership skills that make me a valuable asset for any team-oriented project.
Overview
15
15
years of professional experience
Work History
French| English Trainer
Telus International
02.2024 - Current
- Developed creative assessment tools to measure student understanding and gauge areas requiring further instruction or review.
- Incorporated multimedia resources into lessons to engage visual and auditory learners effectively.
- Initiated, facilitated and moderated classroom discussions for college-level English students.
- Facilitated individualized learning experiences for students with diverse abilities, promoting growth and success for all.
Customer Retention Specialist (French|English)
Telus International
08.2023 - 02.2024
- Met customer call guidelines for service levels, handle time and productivity.
- Analyzed client usage patterns to identify potential churn risks and implement proactive measures.
- Investigated and resolved accounting, service and delivery concerns.
- Trained junior team members, boosting overall department performance and service quality levels.
Manager (English)
Concentrix
08.2016 - 07.2023
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Approve timesheets and payments to team members.
- Organize team meetings once a month and one on one sessions with team members so that overall performance could be as high as possible.
- Show visibility about Team performer to Operational Manager and Clients who might have questions regarding numbers.
- Develop actions plans and strategies so that team performance stay as good as possible.
- Report Risk of Leaving incidents on time, in order to find the alternative options to keep great workforce with good standing still working for the enterprise.
- Evaluate calls from team members to ensure instructions are being followed.
- Identify call drivers to reinforce knowledge or policies on most frequent ask questions.
- Run job interview for new candidates.
- Proved successful working within tight deadlines and a fast-paced environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated leadership skills in managing projects from concept to completion.
Sales Coach
Concentrix
11.2013 - 08.2016
- Conducted regular evaluations of sales representatives'' performance, identifying areas of strength and opportunities for growth.
- Provided timely feedback on individual progress toward achieving objectives, empowering employees to take ownership over their career paths within the organization.
- Built and maintained professional relationships with vendors and suppliers.
Tier 2 Technical Support Specialist
Dell
07.2012 - 10.2013
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed proactive tools to assist customers and internal support organization.
- Contributed to product development efforts by reporting bugs and providing suggestions for enhancements based on customer feedback.
Technical Support Representative
Dell
10.2009 - 07.2012
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Created user accounts and assigned permissions.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor On Teaching English As Second Language. - Teaching English As A Second Language (ESL)
Universidad De El Salvador
San Salvador, El Salvador 05.2001 -
CENIUES (French Course From 2016-2019) (graduated) - French Studies
Universidad De El Salvador
San Salvador, El Salvador 05.2001 -
No Degree - German Studies (From 2014-2016) (B1)
Escuela Alemana
El Salvador, El Salvador 05.2001 -
Skills
Reliability
undefinedTimeline
French| English Trainer
Telus International
02.2024 - Current
Customer Retention Specialist (French|English)
Telus International
08.2023 - 02.2024
Manager (English)
Concentrix
08.2016 - 07.2023
Sales Coach
Concentrix
11.2013 - 08.2016
Tier 2 Technical Support Specialist
Dell
07.2012 - 10.2013
Technical Support Representative
Dell
10.2009 - 07.2012
Bachelor On Teaching English As Second Language. - Teaching English As A Second Language (ESL)
Universidad De El Salvador
05.2001 -
CENIUES (French Course From 2016-2019) (graduated) - French Studies
Universidad De El Salvador
05.2001 -
No Degree - German Studies (From 2014-2016) (B1)
Escuela Alemana
05.2001 -
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