Alberto Enrique Diaz Guinea

• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled customer inquiries and suggestions courteously and professionally.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

As Project Manager, I managed Localization and Writing Services projects to a range of global clients, ensuring excellent customer service, ongoing client satisfaction and supporting Global Lingo in maximizing share of wallet. My day to day duties are: manage a portfolio of clients for Transcription, Minute-Taking and Localization projects, manage projects end-to-end, i.e. act as the main point of communication between internal team and clients, dealing with all requests, queries and issues, and ensure swift resolution of any issues, coordinate both internal and external resources, ensuring projects remain within scope, schedule, and defined budgets, actively support team members in project management and delivery, ensure on time delivery to clients, work with Resourcing & Quality Assurance on recruitment and on- boarding of resources, meet annual profitability targets and seek ways to improve them, achieve organizational goals while upholding standards and best practices.

• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
• Provided detailed project status updates to stakeholders.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.

I was in charge of a group between 10 to 15 agents, providing support and development to ensure quality and efficiency in every customer interaction, as well, I am in charge of deliver daily, weekly and monthly reports of performance and actions taken though out the month to motivate and keep our performance on a high level. Also, I have to maintain excellent teamwork by having daily huddles where we share best practices to maintain a nice work environment and to promote leadership with in the team.

• Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
• Motivated and trained employees to maximize team productivity.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
• Completed bi-weekly payroll for 10 to 15 employees.

• Planned, designed, and scheduled phases for large projects.
• Developed strong relationships in gereal through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
• Scheduled and facilitated meetings to discuss deliverables, schedules and conflicts.
• Monitored project progress, identified risks and took corrective action as needed.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Sourced, vetted and managed vendors needed to accomplish project goals.

• Collaborated with team members to develop best practices for consistent customer service delivery.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Educated customers about billing, payment processing and support policies and procedures.