HENRY SANTIAGO TAX AJPACAJA
Summary
Collaborative Learning Specialist dedicated to achieving results through effective team collaboration. Demonstrated expertise in developing and delivering impactful learning programs. Recognized for adaptability and reliability in dynamic environments.
Overview
9
9
years of professional experience
Work History
Learning Services Specialist
Telus Digital
02.2024 - Current
- Increased learner satisfaction through providing personalized support and guidance.
- Achieved higher trainee retention rates through continuous feedback and coaching sessions.
- Partnered with quality assurance teams to align training content with best practices and compliance standards.
- Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
- Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
- Collaborated with management to identify skill gaps and develop targeted training initiatives.
Escalations Line CSR (NOOM)
TELUS DIGITAL
06.2021 - Current
- We created a pilot for escalations team in the current account I’m working for, this is cause we didn’t use to have a line for escalations, so I helped in the creation of the work/call flow for tier2/escalations line and also we helped to finish/compliment the KB article for Team Members and escalations team
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
CUSTOMER SERVICE REPRESENTATIVE (NOOM)
TELUS INTERNATIONAL
02.2023 - 03.2023
SME (NOOM)
TELUS INTERNATIONAL
01.2023 - 02.2023
TEMPORARY SUPERVISOR (NOOM)
TELUS INTERNATIONAL
08.2022 - 01.2023
CUSTOMER SERVICE/SALES REPRESENTATIVE (TXU)
TELUS INTERNATIONAL
04.2022 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE (NOOM)
TELUS INTERNATIONAL
04.2021 - 04.2022
SALES REPRESENTATIVE - HOST
OASIS VACATION RENTALS (OVR)
11.2019 - 06.2021
- Company Overview: OVR is a luxury lodging company
- In which I developed multiple functions; from advice on digital marketing plans to customer service and guest hosting
- My main functions within the company were Customer service; to provide additional services offered by the company such as transportation, food, tours, etc
- Elaboration/guidance of digital marketing plan
- Constant advice to the work team, for constant improvement in customer service
- Keeping the company's booking control
- OVR is a luxury lodging company
SALES REPRESENTATIVE
GRUPO UMA
06.2019 - 10.2019
- I was dedicated to the sale and promotion of motorcycles that our distributor has
- I was in charge of 5 Distribution centers where we used to verify and evaluate our colleagues were properly trained (They had to know some specific/basic specifications of our bikes so they can sell them to our clients)
- There I learned to manage time and how to lead a team since we had to visit towns around Solola every week
TEACHER ASSISTANT
ESCUELA OFICIAL RURAL MIXTA
01.2016 - 04.2019
- One of the most important things I had to do was to organize and plan each class ahead of time
- We used to do plans on a monthly and weekly basis
- An important part of the job was to be able to evaluate the performance of each student and improve teaching techniques for them so we can achieve the minimum requirements (Cover knowledge content)
Education
LICENCIATURA EN ADMINISTRACION DE EMPRESAS -
Universidad del Valle de Guatemala
01.2020
TECNICO UNIVERSITARIO EN TURISMO -
Universidad del Valle de Guatemala
01.2017
Bachiller en ciencias y letras -
Instituto Tecnológico de la Universidad del Valle de Guatemala (ITEC-UVG)
01.2015
Skills
- Collaborative learning
- Adaptive learning
- Training delivery
- Soft skills training
- Coaching and mentoring
- Reporting skills
- Performance evaluation
- Teamwork and collaboration
Timeline
Learning Services Specialist
Telus Digital
02.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE (NOOM)
TELUS INTERNATIONAL
02.2023 - 03.2023
SME (NOOM)
TELUS INTERNATIONAL
01.2023 - 02.2023
TEMPORARY SUPERVISOR (NOOM)
TELUS INTERNATIONAL
08.2022 - 01.2023
CUSTOMER SERVICE/SALES REPRESENTATIVE (TXU)
TELUS INTERNATIONAL
04.2022 - 08.2022
Escalations Line CSR (NOOM)
TELUS DIGITAL
06.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE (NOOM)
TELUS INTERNATIONAL
04.2021 - 04.2022
SALES REPRESENTATIVE - HOST
OASIS VACATION RENTALS (OVR)
11.2019 - 06.2021
SALES REPRESENTATIVE
GRUPO UMA
06.2019 - 10.2019
TEACHER ASSISTANT
ESCUELA OFICIAL RURAL MIXTA
01.2016 - 04.2019
TECNICO UNIVERSITARIO EN TURISMO -
Universidad del Valle de Guatemala
Bachiller en ciencias y letras -
Instituto Tecnológico de la Universidad del Valle de Guatemala (ITEC-UVG)
LICENCIATURA EN ADMINISTRACION DE EMPRESAS -
Universidad del Valle de Guatemala
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