Lorena Alanis Acosta
Ciudad Juárez, CHH
Summary
I have an excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements I'm a team-oriented individual with a strong work ethic and advanced problem-solving abilities. I have a pleasant personality and a customer-focused background. I'm used to work with people at all levels and highly effective and comfortable for me.
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Customer Service Trainer
Datamark De Mexico S.A. De C.V
03.2023 - Current
- Trained and mentored more than 20 new personnel hired to fulfill roles.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Identified workers with specific skill sets to recommend for promotions or raises.
Customer Service Call Center Agent
Datamark De Mexico S.A. De C.V
03.2022 - 03.2023
- Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs
- Maintained high levels of customer satisfaction
- Followed company policies and scripts to ensure that call-time and quality standards were met on a consistent basis
- Provided product and service details and information to customers
- Looked for training opportunities to improve my customer relationship management skills and increase customer satisfaction.
General Manager
05.2020 - 08.2021
- Increased revenue streams by lowering costs, managing schedules, and conducting variance and risk analysis to identify and correct problems
- Created effective Business plans to ensure that strategic decisions were in line with long-term goals
- Was on charge of hiring, assigning, training, motivating, and terminating employees
- Reviewing financial transactions and keeping track of the budget to ensure that everything runs smoothly and on time
- Lowered corporate risk by managing shrink processes and inventory levels and maintained project quality with a hands-on management style.
Hostess
Cucina Alessa
03.2019 - 01.2020
- Oversaw server balance and table turnover to ensure that customers were properly seated and satisfied
- Assigned work tasks and coordinated the activities of dining room personnel to provide prompt, courteous service to patrons
- Maintaining accurate waitlist quotes while efficiently directing the seating of guest parties
- Make a call to confirm that the guests will show up for their scheduled appointment
- Customer questions about hours
- Seating
- And service information were answered by me.
Education
High School Diploma -
Colegio De Bachilleres Del Edo De Chih Plantel 6
Ciudad Juarez2012
Skills
- Human resources management
- Verbal and written communication
- Coaching and mentoring
- Customer service-oriented
- Operations management
- Consistently meet goals
- Efficient multi-tasker
- Team standards
- Staff training/development
- Employee scheduling
- Corrective Action Planning
- Learning Techniques
- Constructive Feedback
- Special Assignments
- Microsoft Office
- Performance Feedback
- Staff Training
- Call Volume and Quality Metrics
- Policy and Procedure Adherence
- Calm and Professional Under Pressure
Timeline
Customer Service Trainer
Datamark De Mexico S.A. De C.V
03.2023 - Current
Customer Service Call Center Agent
Datamark De Mexico S.A. De C.V
03.2022 - 03.2023
General Manager
05.2020 - 08.2021
Hostess
Cucina Alessa
03.2019 - 01.2020
High School Diploma -
Colegio De Bachilleres Del Edo De Chih Plantel 6
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