Paulina Cruz Trujillo
Mexico City
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
8
8
years of professional experience
Work History
Trainer
Teleperformance
06.2021 - 12.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Gathered and organized supplementary material to support structured lessons.
- Identified and solved internal problems related to employee turnover by revamping training approaches.
Bilingual Agent
Teleperformance
09.2020 - 05.2021
- Greeted customers courteously and professionally using agreed-upon procedures and most understandable language.
- Prepared complete and accurate work and notated accounts in requested language.
- Maintained advanced knowledge of client products and services and tracked, documented and retrieved information in call tracking database.
- Clarified customer requirements, probed for understanding and used decision-support tools and resources to appropriately offer resolution to customer.
- Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Aeronauical Manager
AK Aeronautical Consulting
03.2018 - 03.2020
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Sent requirements to Aeronautical Legal office in order to help the customers to be aligned with the Mexican aeronautical regulation
Seller
Sitges Exportaciones
05.2014 - 02.2018
- Responded to customers' complaints regarding service and product quality to solve issues.
- Packed, labeled and shipped products to customers, providing accurate delivery timelines.
- Provided customers with information on shipment amounts and cost of products through email or online support chat.
Education
BBA - International Affairs
Universidad Nacional Autonoma De Mèxico
Naucalpan Estado De Mexico01.2018
Skills
- Payment Collection
- Student Rapport-Building
- First Aid
- Materials Organization
- Microsoft Outlook
- Google Drive
- Training Initiatives
- Course Materials and Supplies
- Public Speaking
- Microsoft Office
- New Hire Training
- Time Management
- Classroom Expertise
- Interpersonal Communications
- Active Listening
- Remote Learning
- Service-Orientation
- Coordination
Languages
English
Upper intermediate (B2)
Portuguese
Beginner (A1)
Timeline
Trainer
Teleperformance
06.2021 - 12.2022
Bilingual Agent
Teleperformance
09.2020 - 05.2021
Aeronauical Manager
AK Aeronautical Consulting
03.2018 - 03.2020
Seller
Sitges Exportaciones
05.2014 - 02.2018
BBA - International Affairs
Universidad Nacional Autonoma De Mèxico
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance