Edgar Ulises Bernal Garcia
Matamoros, Tamaulipas
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Trainer
Foundever Mexico
Monterrey, Nuevo Leon
06.2023 - 04.2024
- Delivered comprehensive training to a multinational team of 300+ agents and staff members
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Developed assessment tests to evaluate trainees' knowledge of course material.
Customer Service Representative
Sitel Mexico
Monterrey, Nuevo Leon
06.2018 - 05.2023
- Provided support to prominent companies like Comcast, Vizio, FuboTV, MLB, and Grubhub as a T2 agent while also serving as a mentor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
Education
Google Data Analytics Professional Certificate - Data Analytics
Coursera
Online10-2022
Google IT Support Professional Certificate - IT Tech Support
Coursera
Online10-2022
High School Diploma -
Montclair High School
Montclair, California, USA06-2003
Skills
- Computer technology
- New Hire Training
- Proficient in Microsoft Office
- Adaptability
- Problem-solving aptitude
- Reliability
- Quality Assurance
- Data Entry
Languages
Spanish
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Trainer
Foundever Mexico
06.2023 - 04.2024
Customer Service Representative
Sitel Mexico
06.2018 - 05.2023
Google Data Analytics Professional Certificate - Data Analytics
Coursera
Google IT Support Professional Certificate - IT Tech Support
Coursera
High School Diploma -
Montclair High School
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