Daniel De Anda Villarruel

Delivered content training to new hire classes virtually as well as in person, conducted knowledge checks and followed a structured training plan. At times when training classes stopped I also supervised the quality department for our project. While in this role I was in charge of monitoring calls and providing feedback as well as training and supervising a team of quality assurance representatives. With this team of QA representatives I conduced weekly meetings, one on one sessions and coaching based on their metrics and thresholds set for them to meet. I was also involved in the creation of up training material, department SOPS and hiring process for our campaign.

Conducted outbound calls to interview respondents regarding their usage of radio,TV,newspaper and the internet. During these interactions I followed a script and asked questions to gather important information regarding their media usage in their local area. All information gathered was used for a survey which will help shape what they see,hear and buy in their local area.

Managed leads and made outbound calls as well as emails in the attempt to reach IT managers who would be interested in using TMobile as their work phone carriers. This role required research and follow up on cases I was assigned to which I did using linked in and company websites. During this research period I looked in to the company´s need and contacted them with a TMobile representative who would schedule a in person meeting.

As a chat sales representative I received several chats at a time in which I asked discovery questions to identify the best fit for the customer weather it be for new service or add on options to an existing account. While in this role it was important to research and be up to date with current policies and ads available for us to use in sales pitches with customers. After identifying the customers best fit option we contacted them with the next tier to finalize the transaction.

While working for TMobile I was able to form part of the training team in which I received training and certification to be a content facilitator. During this time I trained classes of 15 plus agents, we covered a four week content training which then continued to on the job where I continued to supervise and support until they reached operations. As a trainer I was in charge of updating and reviewing training content to use in class as well as for up trainings conducted with agents already in operations. Other important parts of this role was providing personalized coaching and one on one sessions to guide and help the agent reach their goals and set metrics as well as receive training certification.

Received inbound calls, followed up on existing cases and tickets to help customers reach a resolution and fix technical difficulties. Followed a structured troubleshooting layout while practicing customer service skills and delivering a excellent quality service.

Assisted customers with billing inquiries as well as changes to their service, explained monthly bills, prorated charges, new packages and services available for the customer.