Joshua Yac
Teacher
Guatemala City
Summary
Experienced professional with a diverse background in customer service, collections, management, and education, demonstrating a proven ability to adapt and excel in various work environments. Tech-savvy, versatile, and committed to delivering high-quality results, with a strong work ethic and dedication to continuous improvement.
Overview
16
16
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Virtual Trainer
Rschool-today
10.2023 - Current
- Conduct virtual training Sessions via online sessions, either one-on-one or in groups in order for clients to understand the use of different online platforms. This includes screen sharing, answering questions, and providing real-time support.
- Provide ongoing support post-training, assisting users through email, chat, or video calls, helping them troubleshoot problems or clarifying how to use specific platform features.
- Efficient Communication through email and phone using Google and Outlook tools.
- Additionally keep the work organized with tools like Salesforce and Jira to log ticket and track resolutions.
CSR TA Call center
Intouch CX
01.2023 - 09.2023
- Company Overview: Working as a customer service representative for a financial services company called Broadridge, that manages and keeps track of registered shareholders for companies that issue stock
- Proficient and effective customer service with inbound and outbound calls, as well as emails with different departments as, brokers, shareholders and future shareholders
- Support of sales for stock holders who want to sale shares
- Follow standard company processes and procedures to fulfill legal forms regarding transfer of stock shares from one person to another
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Instructor
Instituto Técnico de Capacitación y Productividad, INTECAP
11.2017 - 06.2022
- Teaching at a National program called 'Finishing School' from AGEXPORT
- In charge of leveling up groups of students’ English level from a A2 to B1/B2 according to the European Framework so they start working at different in BPO's in Guatemala
- Additionally, I worked for another National English program called 'Inglés para todos' in charge of intensive course to level up Student's English.
Account lead
ACS-BPS Xerox Guatemala S.A.
06.2014 - 08.2017
- Working as a Field Coordinator supporting The East region from The United States and all the Puerto Rico region by coordinating different departments (Collections, customer care, customer relations, sales, sales managers, ordering process center, originations, carriers, contract analysts, etc.) in order to complete inquiries/requests from different Xerox’s channels of support including:
- Approving exchanging Xerox’s equipment
- Proving new equipment parts
- Modifying/Replacing and creating contracts
- Approving and providing credits/accommodations up to 10K
- Researching on different issues in order to approve credits/accommodations over 10K
Collections representative
GENPACT - Servicios Internacionales de Atención al Cliente S.A.
08.2012 - 05.2014
- I worked as a collections representative, contacting customers via phone and email in a daily basis for an account called LexisNexis
- Each representative oversaw a portfolio of almost 800 accounts with over 50% aging that needed to be lowered to 10% within 3 months
Customer service representative
NCO Star Comunicaciones Guatemala LTDA.
03.2010 - 03.2012
- Company Overview: I worked as a customer service representative for a phone company named T-Mobile located in The United States
- I worked in 3 different departments
- 1) Activations: Receiving call from sales and customers to have phone lines activated, change ownership or checking status of accounts and sale features to active phone lines
- 2) Credit: Verify customer’s personal information to complete credit checks
- 3) Translation: translate from Spanish to English or vice versa to different departments, which did not have a bilingual department
- I worked as a customer service representative for a phone company named T-Mobile located in The United States
Academic and administrative assistant
Success Academy
02.2009 - 02.2010
- Responsible for giving oral and written placement tests to incoming students, tutoring students, and stepping in to substitute teachers whenever necessary
- Additionally, I helped teachers and coordinators to fulfill their responsibilities
Education
Ongoing Coursework - Education
Marinano Galvez University
Guatemala 05.2001 -
TEFL Certification - Education
Bridge Education Group
US 05.2001 -
High School Diploma -
Instituto Guatemalteco Americano IGA
Guatemala 05.2001 -
Skills
Public speaking
Lesson planning
Planning and coordination
Collections processing
Customer service
Problem-solving
Active listening
Time and Calendar management
Tech Savvy
Certification
TEFL Certified
Timeline
Virtual Trainer
Rschool-today
10.2023 - Current
CSR TA Call center
Intouch CX
01.2023 - 09.2023
Virtual Trainer certification
06-2019
Professional Training Instructor Certificate
12-2018
Microsoft Certified Educator
06-2018
TEFL Certified
02-2018
Instructor
Instituto Técnico de Capacitación y Productividad, INTECAP
11.2017 - 06.2022
Account lead
ACS-BPS Xerox Guatemala S.A.
06.2014 - 08.2017
Collections representative
GENPACT - Servicios Internacionales de Atención al Cliente S.A.
08.2012 - 05.2014
Customer service representative
NCO Star Comunicaciones Guatemala LTDA.
03.2010 - 03.2012
Academic and administrative assistant
Success Academy
02.2009 - 02.2010
Ongoing Coursework - Education
Marinano Galvez University
05.2001 -
TEFL Certification - Education
Bridge Education Group
05.2001 -
High School Diploma -
Instituto Guatemalteco Americano IGA
05.2001 -
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