Travelling
Ana Karen Hernandez
Social Worker
El Pueblito
Summary
Proven in enhancing training effectiveness and customer satisfaction, I leveraged motivational techniques and feedback analysis at Concentrix to foster professional growth. Skilled in training delivery and developing materials, my approach improved learner engagement and retention. Excelling in high-stress conflict resolution, my blend of empathetic communication and performance assessment significantly boosted client loyalty.
Overview
11
11
years of professional experience
Work History
Trainer Assistant
Concentrix
04.2023 - Current
- Developed strong relationships with trainees, fostering a supportive learning environment that promoted personal growth and professional development.
- Collaborated with subject matter experts to update training content based on industry trends and advancements.
- Supported the achievement of departmental goals by actively participating in team meetings and contributing valuable insights from the perspective of a Trainer Assistant role.
- Coordinated communication between trainers, trainees, and management to address any issues or concerns related to training initiatives promptly effectively.
- Managed training logistics, including scheduling, room setup, and equipment maintenance, ensuring a smooth learning experience for all attendees.
- Assisted in the development of a comprehensive onboarding program for new hires, ensuring they received a solid foundation to excel in their roles.
- Enhanced training effectiveness by incorporating interactive activities and real-world examples into lessons.
- Served as a reliable resource for trainees seeking additional information or clarification on course topics outside of scheduled sessions.
- Facilitated group discussions to encourage participants to share experiences and best practices with their peers.
Receptionist
IOS Offices
10.2018 - 10.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Waitress Trainee
Olive Garden Restaurant
01.2016 - 04.2017
- Maintained a clean and comfortable dining environment for patrons, ensuring an enjoyable experience.
- Collaborated with team members to create a positive work atmosphere, fostering camaraderie among staff.
- Enhanced customer satisfaction by providing attentive and friendly service during busy shifts.
- Actively listened customer feedback suggestions implemented improvements response their comments.
Customer Service Representative
Arvato Digital Services Llc
09.2014 - 07.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Teleperformance
06.2013 - 11.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Social Science, Mexico - Social Work
Universidad Autonoma De Nuevo Leon
Pedro De Alba S/N, Niños Héroes, Ciudad Universita 05.2001 -
Skills
Training delivery
Performance Assessment
Learning Management Systems
Motivational Techniques
Training facilitation
Feedback Analysis
Developing training materials
Interests
Music
General Culture
Human Rights
Timeline
Trainer Assistant
Concentrix
04.2023 - Current
Receptionist
IOS Offices
10.2018 - 10.2021
Waitress Trainee
Olive Garden Restaurant
01.2016 - 04.2017
Customer Service Representative
Arvato Digital Services Llc
09.2014 - 07.2015
Customer Service Representative
Teleperformance
06.2013 - 11.2013
Bachelor of Social Science, Mexico - Social Work
Universidad Autonoma De Nuevo Leon
05.2001 -
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