Juan Carlos Hidalgo
San Salvador
Summary
Experienced training professional with a proven track record in developing and implementing highly effective training programs. Recognized for strong focus on team collaboration and achieving tangible results. Known for reliability and adaptability, as well as excellent communication and instructional skills. Passion lies in fostering professional growth and helping individuals reach their full potential. Proactive Call Center professional bringing exceptional leadership skills to the table, enabling guidance and support of staff in exceeding customer expectations. Well-equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable nature and decisive approach excel in diplomatic conflict resolution and possess a deep understanding of consumer behavior.
Overview
2025
2025
years of professional experience
2002
2002
years of post-secondary education
Work History
On Job Trainer
Consentrix
04.2015 - 08.2018
- Provide guide to new hires and helping in the process of handling customer service calls
- Assessed employees'' skill levels and tailored training content accordingly, contributing to their professional growth.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Tier two support
ONELINK
02.2019 - 06.2021
- Helping representatives with escalated customers
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained a high first-call resolution rate through active listening, problem-solving skills, and in-depth product knowledge.
- Contributed to an increase in positive customer reviews by consistently delivering exceptional service and support.
- Achieved high levels of customer retention by building strong relationships through excellent communication skills and empathy.
Collections specialist
Glass mountain BPO
- Current
- Resolving over due bills and Collecting payments from individuals responsible for them
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Bachillerato - general
Skills
Train-the-trainer
Technical training
Customer service focus
Coaching and mentoring
Staff motivation
Call handling
Timeline
Tier two support
ONELINK
02.2019 - 06.2021
On Job Trainer
Consentrix
04.2015 - 08.2018
Collections specialist
Glass mountain BPO
- Current
Bachillerato - general
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