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Gerald Daly Trana Noguera

Gerald Daly Trana Noguera

Teacher

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location of Gerald Daly Trana NogueraManagua, Managua, Nicaragua

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  • Timeline

  • About me

    BPO Senior Team Leader | Operations Coordinator | Coach | Customer Retention | Certified English Teacher

  • Education

    • Universidad Nacional Autónoma de Nicaragua

      2011 - 2015
      Licenciatura en Enseñanza del Idioma Ingles Teaching English as a Second or Foreign Language/ESL Language Instructor

      Aparte de cumplir con las diferentes asignaciones que demandaba cada clase, tuve la oportunidad de trabajar en un proyecto que se llevo a cabo con la colaboración de Boston University y la Embajada de los Estados Unidos de América (Poseo certificados que fueron otorgados una vez que se culminó el proyecto)

  • Experience

    • Centro cultural Nicaraguense Norteamericano

      Oct 2014 - Mar 2021
      Teacher

    • Universidad de Ciencias Comerciales

      Mar 2016 - Dec 2016
      Teacher of English

    • Hosanna Christian Academy

      Mar 2017 - Jul 2018
      Maestro de enseñanza primaria

    • Webhelp OneLink

      Jul 2018 - now

      - Leading Supervisors to accomplishing results aligned to the client's expectations, thus contributing to the business continuity of the Customer Success Line of Business.- Maintaining a solid client relationship throughout the communication, performance and execution of action plans. - Supporting team members with performance and growth throughout strategic coaching.- Doing root cause analysis to determine performance drivers and develop SMART action plans.-Performing basic data analysis with assigned projects to deliver results to external client. - Collaborating with the operations' process automation. - Handling Customers inquiries creating an effortless experience to build up loyalty.- Handling escalated customers inquiries related to product to mitigate critical business impact.

      • Senior Operations Supervisor

        Jul 2023 - now

      • Supervisor de operaciones

        Feb 2021 - now

      • Inbound Customer Service Representative

        Jul 2018 - now

  • Licenses & Certifications

    • ELTeach Program

      ETS, NatGeo
      Jul 2015

    • SIT TESOL Certificate Course

      SIT Graduate Institute
      Mar 2017

    • Effective Teaching Methodologies in Online Learning Environments Using English Discoveries

      Edusoft Ltd.
      May 2016