Eduardo Maros Fonseca Rodríguez
Guanajuato
Summary
Trainer with strong communication and interpersonal skills and emotional intelligence who customizes training programs to elevate participant knowledge and skill levels. Conducts small and large group webinars, e-learning, PowerPoint and other in-person, online and remote training platforms using variety of instructional techniques specializing in adult training, feedback and engagement. Manages participation and follow-up to deliver high-quality service and respond to unique needs of participants. Facilitator with professional leadership experience in staff development, process and productivity improvements, performance management who always seeks to learn and be curious.
Overview
9
9
years of professional experience
Work History
Training Specialist
Amazon
09.2023 - 12.2023
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees in current department needs and developed training courses to meet identified requirements.
- Prepared materials for skills development classes.
- Developed and implemented training programs related to New hire's and tenure employees.
- Coordinated day-to-day administration and logistics of online training courses.
- Scheduled and prepared course materials to facilitate smooth training session.
- Trained associates in different platforms and approaches such as: 4 week period training, progressive training & low visibility training (people with disabilities PWD).
- Experienced in screen reader use/training (ChromeVox).
- Trained and mentored new personnel hired to fulfill various roles and becoming Top Performers.
- Knowledgeable in USENG, USSP and MX.
- Develops conducive learning atmosphere for adults that promotes enduring success in the long run by empowering them to achieve their goals.
- Encourages and empowers New hires and colleagues to strive for success and out of box thinking.
Training Assistant
Amazon
- 2 times Training assistant, first period in 2022' and second period in 2023'.
- Enhanced employee skillsets by developing comprehensive training materials and resources.
- Streamlined onboarding process for new hires, resulting in a more efficient and effective orientation experience.
- Supported trainers in facilitating engaging workshops, improving overall participant satisfaction levels.
- Managed coordination of training schedules, ensuring timely delivery of all programs and events.
- Assisted in the evaluation of training effectiveness through data analysis, leading to continuous improvements in course content.
- Developed customized learning plans to address individual performance gaps, elevating overall team productivity levels.
- Contributed to the design of interactive e-learning modules, enhancing accessibility and convenience for remote employees.
Customer Service Representative
Amazon
11.2021 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Consistently met or exceeded performance goals, contributing to overall success of the team.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Actively listened to customers, handled concerns quickly and escalated major/systematic issues to supervisor.
- Treats every customer as a long time friend and is obsessed with delivering exceptional service.
- Collaborated in mentorship activities to support team knowledge and growth.
Senior Design Manager
War Room Mx
01.2015 - Current
- Spearheaded design process to align with client specifications and budget.
- Created materials and designs in Photoshop, After effects and Premiere as well as Microsoft office suite, for use in client presentations and communications.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Researched design trends, technology and processes and directed work of design team .
- Chaired design team meetings and issued action items.
Education
Licenciatura - Ciencia Politica
Universidad De Guanajuato
Guanajuato08.2019
Skills
- Creative Solution Development
- Orientation and Onboarding
- Positive Reinforcement Methods
- Program Monitoring and Tracking
- Training Program Design
- Virtual Learning Management
- Company Policy Compliance
- Administrative Support
- Feedback Analysis
- Training delivery
- Leadership Development
- Effective Communication
- Public Speaking
- In-Depth Research
- Interpersonal Communication
- Time Management
Timeline
Training Specialist
Amazon
09.2023 - 12.2023
Customer Service Representative
Amazon
11.2021 - Current
Senior Design Manager
War Room Mx
01.2015 - Current
Training Assistant
Amazon
Licenciatura - Ciencia Politica
Universidad De Guanajuato
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