Lorens Ramirez Gonzalez

Experience

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  Teleperformance

  Feb 2016 - Oct 2021

  Responsible for the work environment, client satisfaction, employee satisfaction and profitability of a program by being the leader of the line of business unit integrated by supervisors and agents. Active communication with the internal departments to meet the client's derivables. Manage efficiencies according to the budget & manage a healthy program performance scorecard based on annual strategic plan of the country market. Ensure that customer service representatives comply with the policies established by the company and provide services based on quality standards created by the customer. Also providing all the necessary tools to provide a memorable customer service in each interaction, based on analytical strategies that can offer the projected performance results.

  • Operations Manager

    Sept 2020 - Oct 2021

  • Operations Supervisor

    Apr 2018 - Sept 2020

  • Quality Assurance Analyst

    Mar 2017 - Apr 2018

  • Senior Customer Service Associate

    Oct 2016 - Mar 2017

  • Bilingual Customer Service Representative

    Feb 2016 - Oct 2016
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  Colegio Claretiano

  Aug 2018 - Feb 2019

  English Language Teacher

  Teaching the English language, making use of all the grammar rules and a wide number of methods that satisfy the different types of learning. Complying with the planning of classes in a strategic and timely manner to obtain better results.

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  Lifestyle Holidays Vacation Club

  Feb 2019 - Jun 2019

  Sales Executive

  Provide advice on the products in their use or handling, in addition to solving technical problems that may arise in a timely manner, achieving customer satisfaction and customer loyalty. Significantly expanding the company's client portfolio.

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  Hire Horatio CX

  Nov 2021 - now

  Client Services Manager