Juan Jose Alvarado Lorenzo
Guatemala City,GU
Summary
Accomplished Team Lead at Innovative Contact Solutions, adept in performance metrics and schedule management. Excelled in roles requiring data analysis and customer service, enhancing process efficiency. Proven track record in project management and communication, achieving significant improvements in team performance. Certified in PRTG with a strong foundation in Microsoft Certification from Galileo University.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Lead
Innovative Contact Solutions
Guatemalla
1 2022 - Current
Phone agent for the CE, R1, R2, and ECS areas, currently working as a team lead for phone agents, overseeing metric results, schedules, payments, among other responsibilities.
Agent
Innovative Contact Solutions
01.2020 - 01.2021
- CE since October 19, 2020
R1 since March 1, 2021
R2 from May 17, 2021 to November 2021
Monitoring of the Theft Department
Tigo
01.2018 - 12.2019
Monitoring for the Theft Department, responsible for data loss in business plans, also serving as a data analyst for the department.
ATL, BTL
Nuez Lo Mismo
01.2017 - 01.2018
ATL and BTL marketing for various brands, including Coors Light, Maruchan soups, among others.
PRTG
Paessler
03.2013 - 11.2016
Certified in program usage and marketing for the brand, with experience in managing remote computer sensors and physical sensors.
Continuing Education, Microsoft Certification.
Galileo University
1 2012 - 1 2013
Responsible for managing certifications in the Continuing Education area for Microsoft.
Education
Bachelor's Degree in Computer Systems. -
Galileo University.
Engineering in Live Sound and Acoustic Sound. -
Galileo University.
Skills
- Team leadership
- Performance metrics
- Schedule management
- Data analysis
- Customer service
- Process improvement
- Project management
- Time management
- Communication skills
- Problem solving
Certification
CCNA
Timeline
Agent
Innovative Contact Solutions
01.2020 - 01.2021
Monitoring of the Theft Department
Tigo
01.2018 - 12.2019
ATL, BTL
Nuez Lo Mismo
01.2017 - 01.2018
PRTG
Paessler
03.2013 - 11.2016
Team Lead
Innovative Contact Solutions
1 2022 - Current
Continuing Education, Microsoft Certification.
Galileo University
1 2012 - 1 2013
Bachelor's Degree in Computer Systems. -
Galileo University.
Engineering in Live Sound and Acoustic Sound. -
Galileo University.
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