Yusep Gómez

Training & Operations Lead

Professional profile

Journalist with expertise in BPO operations. Skilled in customer service, training, operations lead, and English teaching. Experienced in direct communication with customers, training new personnel, creating strategies, and managing KPIs

Work experience

Training &Amp; Operations Lead

teleperformance

Used skills

Developing and following up on plans to improve local and external KPIS. Teaching English as a foreign language.

Major achievement

Training and management of floor agents attending calls regarding both sales and non-sales LOBs. Main point of contact with US & Europe direct clients.

Trainer

teleperformance

Used skills

Systematization of processes in excel.

Major achievement

Real-time problem solving for teams of 15 to 25 agents. Creation of new strategies and new audiovisual material to improve performance.

Customer Service Agent

teleperformance

Used skills

Provided assistance through all channels: voice, chats, tickets & emails.

Major achievement

Direct communication with customers in different LOBs: sales, technical support & general customer service.

Education experience

Journalism
Universidad del valle | Undergraduate

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