Juan G.

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Concentrix

Trainer

Led the development of communication strategies and internal reporting processes for coordination between the training department and other areas. Managed department files and reporting templates and deadlines. Designed and delivered synchronous and asynchronous training sessions, both virtual and in-person.

Concentrix+WebHelp

Backup Trainer

Served as backup trainer, facilitating onboarding processes for new agents and continuous training for veteran agents. Developed training materials and strategies aimed at improving specific performance metrics and correcting behaviors.

WebHelp

Bilingual Customer Service Agent

Provided first-line customer service through inbound and outbound calls for a banking institution, consistently exceeding quality and customer satisfaction targets.

Freelancer

Developed and marketed freelance transcription, translation, and academic support services through digital channels for high school and university students.