Jaime Ramírez
Employee Relations Specialist
Mexico City
Summary
Highly educated and professional individual prepared for role, with extensive experience in designing and facilitating engaging learning programs. Recognized for ability to foster collaborative environments and consistently achieve significant improvements in learner outcomes. Reliable team player with flexible approach to meet dynamic organizational needs.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Learning Specialist
Foundever
Mexico
10.2023 - Current
- Goal Achievement & Team Collaboration: Excelled in accomplishing my objectives ahead of schedule, attributing success to effective team collaboration
- Fostered a cooperative environment that emphasized the importance of teamwork in achieving organizational goals
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Training Program Development: Specialize in developing and updating training programs within a BPO environment
- Streamlined communication with management through regular updates, fostering strong relationships and involvement in agents' learning experience
- Successfully decreased attrition rates to
- Incorporated diverse teaching approaches, including Active Learning, cognitive-behavioral, humanistic, and psychocorporal methodologies, to enrich the learning experience and effectiveness of courses
- Continuous Learning & Improvement: Committed to continuous professional development and staying abreast of the latest trends in learning and development
- This commitment ensures the delivery of high-quality, innovative training programs that align with the evolving needs of the organization
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Successfully enhanced new hire onboarding to company's benefits, compensations and HR basics such as payroll, medical and psychological attention.
Customer Service Representative
Foundever
Mexico
06.2023 - 10.2023
- 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.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Executive
Universidad Tecnológica de México
04.2017 - 12.2022
- Learning Management System Expertise: Oversaw the training and development of new hires, professors, students, and agents on the LMS platform
- Ensured comprehensive understanding of platform operation, error correction, and utilization of all features, including updates
- Instructional Support & Consulting: Provided expert advice to professors on course design, assessments, and various activities, ensuring alignment with global educational standards
- Demonstrated proficiency in instructional design and educational technology
- Team Performance & Goal Achievement: Contributed significantly to the team's success in meeting and exceeding business goals
- Consistently maintained KPIs above target, reflecting exceptional team management and operational efficiency
- Digital Service Innovation: Championed the transition to a fully digital service model, introducing platforms such as WhatsApp alongside traditional channels like phone calls and emails
- Showcased innovative thinking and adaptability in enhancing customer service delivery
- Collaborative Team Environment: Worked collaboratively within the team to foster a culture of excellence and continuous improvement, contributing to the overall success and advancement of UNITEC's educational services
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Student Counselor
UTEL University
08.2015 - 01.2017
- Educational Guidance & Student Development: Spearheaded strategies to enhance students' academic performance and organizational skills, significantly contributing to their success in various courses throughout the college program
- Instructional Design & Material Creation: Specialized in designing effective study strategies and educational materials
- Leveraged multimedia tools to create engaging and impactful learning resources, demonstrating my proficiency in instructional technology
- Team Training & Development: As a Team Leader, I led the training and ongoing professional development of over 20 team members
- Identified training needs and implemented tailored programs, enhancing team competencies and performance
- Leadership in Learning Environments: Worked closely with the supervisory team to drive team performance, regularly achieving goals ahead of schedule
- Excelled in creating a collaborative and high-performing team culture
- Adaptive Strategy Implementation: Kept team's performance aligned with organizational goals through agile adaptation of strategies in response to changing KPIs, showcasing my ability to respond effectively to evolving educational needs
- Enhanced student well-being by providing individualized support and guidance through regular counseling sessions.
- Promoted a positive school culture by organizing workshops on topics like stress management, time management, and effective communication skills.
- Led professional development sessions for colleagues on topics such as mental health awareness, trauma-informed teaching practices, and culturally responsive pedagogy.
Education
Multimedia Design - postgraduate
Universidad Tecnológica De México
Mexico 07.2022 - 12.2022
Network and Software Engineering -
Universidad Tecnológica De México
Mexico 01.2019 - 04.2022
Psychology -
Facultad De Estudios Superiores Iztacala
Mexico 08.2011 - 06.2015
Skills
Leadership
Organizational change
Activity planning
Effective communication
Soft skills training
Behavior management
Coaching and mentoring
E-learning development
Multimedia integration
Reporting requirements
Collaborative learning
Learning management systems
Performance improvement
Certification
Learning Specialist Talent +
Timeline
Learning Specialist Talent +
01-2024
Learning Specialist
Foundever
10.2023 - Current
Customer Service Representative
Foundever
06.2023 - 10.2023
Multimedia Design - postgraduate
Universidad Tecnológica De México
07.2022 - 12.2022
Network and Software Engineering -
Universidad Tecnológica De México
01.2019 - 04.2022
Customer Service Executive
Universidad Tecnológica de México
04.2017 - 12.2022
Student Counselor
UTEL University
08.2015 - 01.2017
Psychology -
Facultad De Estudios Superiores Iztacala
08.2011 - 06.2015
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