Experience

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  C&s america solution corp.

  Feb 2008 - Sept 2012

  Lead trainer

  Call center for North American customers of the LG Brand, for the Mobile Communications department. I started out as a Customer Service and Technical Support representative, I was promoted to Coach of a team, and afterwards offered the position of Department Trainer. (August 2009 – September 2012) LG Mobile Communications Product Trainero Kept up-to-date knowledge of brand products.o Prepare, schedule and perform new hire training.o Monitor new hire representatives during their on-the-job training period to beconsidered for permanent status.o Participate in quality assurance activities to identify training needs and opportunities to improve the customer experience.o Offer on-going training to existing customer care representatives.o Select or develop training aids, including training handbooks, articles on step-by-step how-tos and department wide changes (for internal content website), multimedia visual aids, and computer tutorials (such as LMS modules). (February 2008 – August 2009) Customer Care Representative for LG's MobileCommunications Department.o Developed an Excel spreadsheet that compiled all product documents, which allowed all representatives to locate the necessary documents to obtain Specifications and Manuals with instructions in one single place.o Maintained a perfect attendance and punctuality record, reached productivity and QA goals.o Kept up-to-date with latest Mobile Communication technology news to share with coworkers and supervisors. Show less

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  Deloitte

  Aug 2013 - Sept 2013

  Interim translator

  Hired for Professional Services as Translator. English to Spanish Translations and vice versa.Translations of internal documents and technical translations of financial and accounting documents.

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  Edupan

  Jan 2014 - Apr 2018

  Certified technical trainer & channel program manager

  Technology company focused on products and software that promotes collaboration in learning environments for the education and corporate sectors. I was responsible for designing, planning and executing all presentations and trainings in English, and as support for all Spanish presentation and trainings. In charge of attending all English trainings, webinars, etc. so I could train all coworkers on new products, processes, instructional techniques, and more. Afterwards, I was also asked to manage our regional reseller partners, providing product knowledge, sales support, presentations, and trainings.Certified Technical Trainero Design and develop training plans, facilitator guides, personalized presentations and training workshops in English and Spanish geared towards the customers’ needs, whether for education (private or government) or corporate sector.o Plan and schedule presentations and trainings for resellers and end customersthroughout the region.o Provide customer service and basic technical support for all the products.o Obtain the CompTIA CTT+ (Certified Technical Trainer) Certification as a requirement in order to offer instructional techniques workshops from Friesen, Kaye and Associates in Spanish.o Charged with planning a Training Center that would help certify resellers and end- customers on the correct use of the products.Channel Program Managero Be the first point of contact and maintain open line of communications with reseller partners for specific Latin American and Caribbean English countries.o Deliver remote and face-to-face product demonstrations and presentations toreseller partners and end-customers.o Implemented monthly webinars (GoToWebinar) in English and Spanish for ourresellers, covering FAQs, product launches, new updates, and more.o Prepare quotes and pipeline for reseller partner opportunities and projects. Show less

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  Saint honoré

  May 2018 - Jan 2019

  Learning and development specialist

  Responsible for adapting, planning and implementing training workshops for sales executives of all company brands at a regional level. After receiving training and job objectives in June, I developed the training plan in July, and starting on August, was able to carry out 18 workshops of 16 hours throughout the region (8 in Panama, 3 in Costa Rica, 4 in Chile, and 3 in Colombia). This resulted in 193 sales executives, store supervisors and managers trained in 4 months (from August to November), achieving an 88% completion of the target audience.o In charge of translating, adapting and redesigning 4 training workshops provided by the Chalhoub Retail Academy for the company’s sales team.o Develop testing and evaluation procedures, and assess Level of Learnerso Acquire, adapt and/or create training manuals, multimedia aids and educationalmaterialso Coordinate travel, accommodation, venues, materials and schedules for trainingworkshops throughout the region.o Train each Brand Field Trainer on how to start implementing monthly evaluationswith effective feedback for their Salesforce, in order to ensure application of the content they had learned during the training workshops.o Assist with trainings for the rollout of the Performance Development Reviews, which would result in development areas that would require training plans.o Adapt and implement Employee Recognition Awards focused on Excellence.o Evaluate online learning tools for long-term plan of implementing remote training and use of applications for continuous learning.o Manage regional training budget for Salesforce, back office and management.o Write up monthly progress reports for trainings. Show less

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  Dell

  Apr 2019 - now

  Technical team lead

  Started with new Service Desk Project for location. Part of the Global Managed Services operations.- Responsible for assisting team with transition.- Review CSAT scores for feedback and reporting- Assign tickets for agents to work- Provide floor support for any questions by agents- Attend weekly meetings with customer in order to review cases and areas for improvement- Support manager- Train new hires on product, systems and processes- Keep up to date with any changes and new information, and cascade to team.- Develop and conduct Refresher (Vitality) Trainings for team Show less