Christian Eduardo Lopez Bazan
Tijuana
Summary
Bilingual Trainer and Operations Professional with extensive experience in call center environments. Successfully managed onboarding and training for diverse campaigns, achieving retention rates of 85%–95%, with peaks of 100%. Demonstrated ability to enhance performance through KPI management and operational improvements.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Coordinator / Trainer / Operations Support
PromoCall / Contempo Counseling Services
05.2023 - Current
- Facilitated onboarding and training for multiple campaigns and industries including customer service, sales, workers’ compensation, Medicaid solicitation, and intake operations.
- Support training, onboarding, documentation, and workflow organization for agents and staff.
- Maintained average training and onboarding retention rates between 85%–95%, with peak monthly averages reaching 96%–100% depending on campaign and class volume.
- Enhanced productivity and workflow consistency through targeted training support and KPI monitoring.
- Monitored KPI performance and assisted with quality and productivity improvements.
- Develop process improvements to increase workflow efficiency and task organization.
- Developed operational reports, tracking systems, and dashboards in Google Sheets and Excel to enhance data visibility.
- Coordinate and manage SJDB Voucher support operations and client communication.
- Produced client communications, operational documentation, training materials, and internal procedures to streamline processes.
- Aided clients with school referrals, reimbursement documentation, insurance follow-ups, and benefit coordination.
Trainer / Data Analyst / Content Creator
Baja Call Center
05.2021 - 05.2023
- Conducted onboarding and training sessions for Sales, Customer Service, Collections, Technical Support, Medical, and Back Office campaigns.
- Facilitated classroom and virtual training sessions for new hires and existing agents.
- Managed 15–30 training and onboarding classes annually, adapting class sizes from 5–30 agents based on campaign needs.
- Maintained training and onboarding retention averages between 80%–90% while accounting for no-shows, dropouts, and recruitment quality variations.
- Achieved training pass-through success rates of 85%–98% for qualified agents transitioning from training to onboarding and operations.
- Created PowerPoint presentations, training manuals, quizzes, call flow guides, and educational materials.
- Provided coaching, retraining, up-training, feedback sessions, and performance support to improve KPI results and operational performance.
- Worked closely with operations and supervisors to identify performance gaps and develop improvement plans.
- Created dashboards and KPI reports to improve visibility and tracking of operational performance for management teams.
- Identified performance trends and areas of opportunity through data analysis.
- Assisted operations teams with quality improvement and productivity initiatives.
- Created reports to monitor agent performance by campaign, week, date, and call type.
Department Coordinator / Trainer Support / QA Support / Tech Support Agent
Telvista
09.2014 - 01.2023
- Coordinated operational support for Verizon campaigns, enhancing sales, technical support, and customer service effectiveness.
- Oversaw operational reporting, KPI monitoring, coaching support, and performance tracking for departments supporting more than 450 agents.
- Collaborated closely with supervisors and leadership teams to consistently meet and exceed yearly operational goals by approximately 10%–35% through strategic coaching, reporting, and process improvements.
- Supported supervisors and agents through coaching, live call monitoring, and feedback sessions to drive performance improvements.
- Conducted training sessions and process improvement initiatives for agents and leadership teams.
- Supported quality assurance processes, compliance monitoring, and operational consistency.
- Developed reports and dashboards to monitor revenue, KPI performance, productivity, sales metrics, and operational trends.
- Managed work plans and operational reporting while implementing motivational initiatives to strengthen team collaboration.
- Assisted in improving low-performing teams and agents through targeted coaching, retraining, and operational support.
- Additional Roles at Telvista: ARZ Specialist Floor Walker, QA Support Specialist, Contact Center Agent, MetroPCS Customer Service & Tech Support, AllConnect Sales Campaign.
Education
High School Diploma -
Norte Vista High School
Riverside, California01-2012
Skills
- Training and onboarding
- Sales, CSR, Collections, Soliciting, Medical, Insurance
- KPI management
- Operations coordination
- Process improvement
- Data analysis
- Google Sheets and Microsoft Excel
- Dashboard creation
- CRM software
- Presentation and facilitation
- Leadership and team motivation
- Problem solving
Certification
- Advanced Excel Training
- Intermediate Excel Training
- Coaching Strategies
- Leadership & KPI Management
- Training & Development Programs
- Customer Service Training
- Call Etiquette Training
- Effective Communication
- Public Speaking
Languages
- Spanish
- English, Fluent
- Spanish, Fluent
Timeline
Coordinator / Trainer / Operations Support
PromoCall / Contempo Counseling Services
05.2023 - Current
Trainer / Data Analyst / Content Creator
Baja Call Center
05.2021 - 05.2023
Department Coordinator / Trainer Support / QA Support / Tech Support Agent
Telvista
09.2014 - 01.2023
High School Diploma -
Norte Vista High School