Miguel Salas Albarran

• By doing live streams for Twitch I had the opportunity to create and moderate my own community
• The requests from my followers helped me to understand how creating content for people on the internet requires a lot of attention because behind every screen there is a person who might be sensitive to what you are doing, small details like the language I used and the content I showed really made a difference and helped me grow within the platform.

• Working as a bilingual sales agent for Teleperformance in Vroom, attention to detail was very important
• I had to take care of the assets and credits of the clients
• To assist and to help them with the process of acquiring a vehicle, looking for the model of the car, the mileage, the color, among many other characteristics required that I was very meticulous and responsible with my job.

• I started to work at TTEC as a Bilingual Customer Service Agent and I had to work with customers accounts and their problems gave me the opportunity to learn how to handle the system from the most basic process to the most complicated one, the attention to detail had to be top notch as customers came in with negative or upset feelings about their account and it was my job to empathize with their discomfort and solve the problem efficiently
• After a few months, I was given the opportunity to move up to a Support Coach position and since then my responsibilities changed
• Not only I keep working with customers account, but now I have to train and help new agents, as other Support Coaches helped me, to polish and exponentially improve the skills they already have
• My previous experience as a language teacher has helped me to develop the agents and to make the learning interesting for them.

When I started to work at TTEC my personal goal was to become a trainer. The combination of the degree that I studied and my skill to teach led me to this position. As a facilitator, I have been able to perform the following.

• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Tracked attendance and evaluated progress for assigned trainees.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
• Analyzed team performance and identified opportunities for additional training.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Monitored participant workflow and behaviors throughout training process.
• Mentored new hires, resulting in stronger staff development and increased productivity.

I am currently enjoying my position, but, I have noticed that I can contribute to have a better organization for the whole department as Senior Trainer.