Lara Lorenzo

Experience

• 

  Expert Global Solutions (now Alorica)

  Apr 2012 - Mar 2014

  Customer Service Advisor

  Responsible for handling general and special inquiries, relay accurate product and billing information for additional services

• 

  HGS - Hinduja Global Solutions

  Apr 2015 - Mar 2016

  Customer Retention Specialist

  Responsible for ensuring that customer inquiries are resolved at first point of contact and retaining customers' recurring services by winning trust and laying out options

• 

  Concentrix

  May 2016 - now

  • Led the development and delivery of customer service training programs for 7 major products at a Fortune 100 company, supporting 1,000+ agents through a team of 20 trainers.• Expanded client reach by designing and launching vendor support training programs for new client logos.• Achieved a 90% success rate in new hire competency, with trainees reaching tenured agent standards within 4 weeks.• Streamlined onboarding by creating and managing training for company and client tools. Managed a comprehensive customer service training portfolio, including new hire onboarding, continuing education, and program-specific training. Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations Responsible for handling billing inquiries, performing basic to advanced troubleshooting

  • Training Manager

    Sept 2021 - now

  • Training Lead

    Jan 2020 - Sept 2021

  • Product and Process Trainer

    Feb 2017 - Jan 2020

  • Customer Service Advisor

    May 2016 - Feb 2017