Juan Alejandro Hernández Díaz

At Telus International, I serve as a Team Leader for the Roblox account, managing a team of 17 members. My key responsibilities include supporting my team in achieving the account’s KPI targets, providing continuous coaching, resources, and guidance to ensure optimal performance. I am committed to fostering a positive work environment that promotes growth, satisfaction, and long-term retention, helping team members advance their careers within Telus or feel motivated to remain with the organization.

• Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
• Demonstrated attention to detail when taking messages from callers, ensuring that they were accurately recorded and forwarded to the intended recipient.
• Assisted callers with inquiries, providing accurate information about products, services, or company policies.
• Contributed to team performance by actively participating in training sessions and sharing best practices with colleagues.
• Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.

• Assisted callers with inquiries, providing accurate information about products, services, or company policies.
• Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
• Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.