Fernando Pérez

Experience

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  TELUS International Central America

  Nov 2011 - Sept 2019

  - Analyzed and implemented process modifications throughout the whole operation using a data-driven decision framework.- Developed a Telegram-based alert system to assist peers and other team members with their daily responsibilities and meetings.- Set up a Google Sheets and Telegram alert system to help mitigate missed agent efficiencies.- Assisted agents with advanced understanding of the main product in email service, as well as any client problems.- Assist with escalations with clients that require more product assistance.- Trained agents with fresh updates to help them be prepared for clients.- Trained new onboarding agents on how to use the Google email service.- Wrote technical documents to explain new functionality for peers Show less

  • Operation Analyst

    Oct 2014 - Sept 2019

  • Customer Service Representative

    Nov 2011 - Oct 2014
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  HCL Technologies

  Sept 2019 - Aug 2022

  Software Technical Support

  - Remotely collaborating with the engineers via video or audio call.- Responsible for the installation plans of the new printer with the customer.- Responsible for facilitating all phone interactions between the salesperson and client.- Scheduling the installation dates.- Working alongside the engineer at the client location to set up the new software.- Providing basic instruction on how to utilize the printer software to the customer.- Providing troubleshooting procedures to the on-site engineer. Show less

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  Conduent

  Aug 2023 - now

  Servicio de atención al cliente