JOSHUA HERNÁNDEZ
Operations Team Lead
Guatemala City,GU
Summary
Skilled Operations Team Leader bringing self-directed and confident management style developed over 2 years of experience. Oversees training, documentation and financial reporting. Excellent problem-solving, conflict management and project coordination skills. Also with flexible and creative approach to handling routine and complex operational challenges. Clear and disciplined with skill in inspiring employees to meet and exceed performance targets.
Overview
7
7
years of professional experience
14
14
years of post-secondary education
1
1
Certification
Work History
Operations Team Leader
Telus International
08.2022 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Held weekly team meetings to inform team members on company news and updates.
Customer Service Representative
24-7 Intouch
10.2017 - 01.2019
- Managed high call volumes while maintaining exceptional service standards for each interaction.
- Established trust with customers through genuine interactions, fostering long-term relationships that benefited both parties.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Atento
10.2020 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Telus International
10.2021 - 08.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
No Degree - Industrial Engineering
Mariano Galvez University
Guatemala City, Guatemala 01.2023 - Current
High School Diploma -
Liceo Javier
Guatemala City, Guatemala 01.2007 - 10.2019
Skills
Quality Assurance
Skills
- MICROSOFT PACKAGES Word, Power Point and Excel
- COMPUTER EQUIPMENT General use
- TECHNOLOGY Use of internet, apps, SAT applications, among others.
- SCIENCE AND MATHEMATICS Participation in olympics in these areas.
Other Interests
Participation in the Foot Ball team of the Liceo Javier School.
Idiomas
- ESPAÑOL, Nativo (hablado y escrito), 100%
- INGLÉS, Aprendido (Hablado y escrito), 85% a 90%
Personal references
- Salvador Navarro Molina, 57049405
- Karina Floridalma Ochoa, 55049107
- Ricardo Samuel Vela López, 30299167
Personal information
06/01/01, 48 calle 16-35 zona 12 Prados de Monte María, 3722-8741, joshuakhg@gmail.com
Accomplishments
Diplomas and awards in Olympics in basic sciences 1,2, Fundamental Physics and Biology from Liceo Javier and USAC (Universidad de San Carlos de Guatemala).
1 time top performer as Customer Service Representative at Telus International in 2022, and 3 times Top Performer as Operations Team Leader between 2023 and 2024.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
White Belt Lean Six Sigma
Timeline
No Degree - Industrial Engineering
Mariano Galvez University
01.2023 - Current
Operations Team Leader
Telus International
08.2022 - Current
Customer Service Representative
Telus International
10.2021 - 08.2022
Customer Service Representative
Atento
10.2020 - 01.2021
Customer Service Representative
24-7 Intouch
10.2017 - 01.2019
High School Diploma -
Liceo Javier
01.2007 - 10.2019
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