Abner Tanchez
Summary
Experienced Operations and Customer Service Specialist with 6 years in contact center outsourcing across diverse industries. Skilled in building rapport, resolving complex issues, and implementing innovative improvements. Proficient in Zendesk and G Suite. A versatile Operations Supervisor known for streamlining operations and driving results.
Overview
6
6
years of professional experience
Work History
Operations Team Lead
IntouchCX
Guatemala City
04.2022 - 10.2023
- Achieved a significant 22% improvement in established KPI metrics through effective strategies and performance enhancements.
- Conducted daily coaching sessions to pinpoint and address areas of improvement while recognizing and celebrating team successes.
- Managed internal operational standards and productivity targets.
- Delivered live, on-the-spot support to agents as Subject-Matter Expert.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Motivated and trained employees to maximize team productivity.
- Analyzed department metrics and performance and reported findings to management.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline operations.
- Developed effective improvement plans in alignment with goals and specifications.
English Language Instructor/Training Facilitator
English4CallCenters
Guatemala City
11.2021 - 01.2022
- Instructed language arts, including reading, listening, speaking, and grammar, tailored for enhanced customer service language skills.
- Helped over 100 students to get hired.
- Facilitated teaching materials to supplement standard curriculum, enhancing learning concepts and promoting student engagement.
- Established positive classroom management boundaries to create safe, known environment for behavior among students creating growth mentality.
- Built relationships with students to understand obstacles to learning such as difficult home situations, illness or social hurdles.
- Conducted tests and quizzes to evaluate student learning and comprehension.
- Monitored comprehension of material among students and created re-teaching strategies to cover gaps in learning indicated by test scores and quizzes.
- Established and maintained student behavioral standards to achieve functional learning environment.
Customer Care Representative
TELUS International
Guatemala City
09.2020 - 09.2021
- Responded to customer requests, offering excellent support and tailored recommendations to address needs through calls, chats and email.
- Managed up to 40 contacts per day.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Communicated with clients regarding account services, statements, and balances.
- Resolved concerns with products or services to help with retention and drive sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, customer satisfaction and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
English Language Interpreter
Universal Language Service, Inc
Guatemala City
08.2019 - 01.2020
- Interpreted conversations and training facilitation between foreign language-speaking clients and others (Spanish and English).
- Communicated clearly in written English with internal and external customers.
- Facilitated and supported participation and social communication.
- Interpreted at appropriate language level of professionals.
- Maintained message content, tone, and emotion as closely as possible.
- Assisted foreign language-speaking clients with inquiries.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Stayed current on new expressions and cultural changes impacting language translation.
Senior Customer Support Representative
Allied Contact Center & BPO
Guatemala City
03.2017 - 05.2019
- Answered constant flow of customer calls with minimal wait times.
- Managed up to 60 calls per day.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing the best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Effectively managed and resolved escalated calls while serving as phone supervisor (Tier 3 Agent), ensuring customer satisfaction and issue resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Recommended solutions to complex situations through research and critical thinking, and escalated customer to supervisor for enhanced support.
- Handled customer inquiries and suggestions courteously and professionally.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Science - Political Science And Public Management
University of San Carlos De Guatemala
Guatemala City11.2025
High School Diploma -
Beth Shalom Lyceum
Guatemala City10.2016
Skills
- Leadership
- Customer Service Excellence
- Staff Supervision
- Coaching
- Operations Management
- Performance Monitoring
- Quality Assurance
- Employee Development
- Team Training
- Customer Relationship Management
- Organization and Time Management
- Decision-Making
Volunteer Experience
Red de Transformación Guatemalteca (Guatemalan Transformation Network) - Guatemala 2019
Civil Organization Political education and activism youth civil organization focused on development.
- Founder member.
- Member of the Directive Board.
- Secretary of the Communication Department.
- Supervisor of the Event and Project Board.
- Coordinator of the Social and Economical Thrust.
Plataforma Social para el Poder Ciudadano (Social Platform for the Citizen Power) – Guatemala 2019
Political Organization Political platform for political science education, political organization and participation focused on youth training and development.
- Head of the Graphic Design Division of the Communication Department
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Operations Team Lead
IntouchCX
04.2022 - 10.2023
English Language Instructor/Training Facilitator
English4CallCenters
11.2021 - 01.2022
Customer Care Representative
TELUS International
09.2020 - 09.2021
English Language Interpreter
Universal Language Service, Inc
08.2019 - 01.2020
Senior Customer Support Representative
Allied Contact Center & BPO
03.2017 - 05.2019
Bachelor of Science - Political Science And Public Management
University of San Carlos De Guatemala
High School Diploma -
Beth Shalom Lyceum