Yusep Gómez
Training & Operations Lead
Perfil profissional
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
Experiência de trabalho
Developing and following up on plans to improve local and external KPIS. Teaching English as a foreign language.
realização principalTraining and management of floor agents attending calls regarding both sales and non-sales LOBs. Main point of contact with US & Europe direct clients.
Systematization of processes in excel.
realização principalReal-time problem solving for teams of 15 to 25 agents. Creation of new strategies and new audiovisual material to improve performance.
Provided assistance through all channels: voice, chats, tickets & emails.
realização principalDirect communication with customers in different LOBs: sales, technical support & general customer service.
Formação acadêmica
Universidad del valle | Undergraduate
