KENDRA OROZCO
Bachelor Of Business Administration
Guatemala City
Summary
Dynamic leader with extensive experience in guiding teams and managing complex projects to achieve strategic objectives. Demonstrated expertise in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. A tech-savvy innovator passionate about continuous improvement, skilled in leveraging emerging technologies to enhance productivity and solve problems. Proficient in adapting to fast-paced environments and implementing effective solutions, alongside a strong background in training and developing educational materials that foster student success. Comfortable with remote training methodologies, making independent judgments to ensure training effectiveness.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
6
6
Certifications
Work History
Authorized Certifying Trainer
Intouch CX
1 2022 - Current
- Collaborated with subject matter experts to create accurate training content.
- Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Led cross-functional team to update training curricula, keeping pace with industry changes.
- Trained and mentored 100+ new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Actively participated in the SSO Committee, contributing to safety initiatives and operational improvements.
Customer Service Team Leader
Intouch CX
06.2020 - 01.2022
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Led weekly team meetings to discuss performance metrics, identify improvement areas, and set goals for customer service excellence.
- Additionally, my operational knowledge enriched partner meetings, contributing to strategic discussions and decision-making processes by preparing reports and presentations for management.
Airport Ops Agent & Complaint Resolution Official
Spirit Airlines
01.2019 - 03.2020
- Ensured compliance with federal aviation regulations through diligent adherence to guidelines governing all aspects of airport management.
- Streamlined communication between various airport departments, ensuring smooth operations and timely flight departures.
- Provided announcements to passengers to explain baggage procedures.
- Facilitated the boarding process by verifying passenger documents, guiding them to their seats, and providing assistance as needed.
- Managed irregular operations such as flight delays or cancellations proactively, minimizing negative impacts on passengers and overall operations.
- Maintained strong working knowledge of airline policies related to ticketing, boarding and cargo handling procedures that contributed to smooth airport operations.
- Improved airport safety by conducting regular inspections and identifying potential hazards.
- Reduced customer complaints by providing exceptional service to passengers and promptly addressing concerns.
School Administrator
Colegio Bilingüe Destrezas
01.2009 - 01.2019
- Administrative duties, supply management, employee guidance, and vendor agreements were also part of my responsibilities.
- Facilitated collaboration between departments for seamless interdisciplinary education experiences for students.
- Coordinated extracurricular activities that promoted student growth in academics, arts, athletics, and leadership skills outside of the classroom setting.
- Met with parents of prospective students to discuss student needs and school offerings.
- Supported teachers in learning and applying new skills through meaningful professional development.
- Recruited and hired amazing teachers to support preschool and elementary students.
- Coordinated school facility use with maintenance personnel to achieve equitable access.
- Set academic and behavioral standards for students.
- Attended quarter and annual meetings to represent the needs of the school district.
- Boosted student enrollment rates with strategic marketing initiatives and community outreach programs.
- Negotiated contracts with vendors for school supplies and services, ensuring cost-effectiveness without compromising on quality.
Education
Master Degree in Project Management -
Universidad Galileo
01.2021 - 06.2021
Bachelor of Business Administration -
Mariano Gálvez University
01.2010 - 12.2015
English Teacher -
Sagrado Corazón De Jesús
05.2006 - 01.2008
Skills
Office Management
Personal Information
Visa Status: Valid U. S. Visa Type R - B1/B2
Languages
English
Bilingual or Proficient (C2)
German
Elementary (A2)
Spanish
Bilingual or Proficient (C2)
Accomplishments
In Q2, I was honored to win the AMER Trainer Performance Competition, earning the title of Top Performing Trainer for 2024. This recognition reflects my dedication to training and supporting team members, highlighting my commitment to excellence in fostering growth and development within the organization.
Software
Salesforce
Tableau
Dayforce
Slack
Nice
Training Orchestra
Nexidia
Google Workspace
Medallia
Speechminer
Genesys PureCloud
Certification
Bev Cookie Hijaking 2024, IntouchCX
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bev Cookie Hijaking 2024, IntouchCX
09-2024
Antimoney Laundering & Terrorist Financing, IntouchCX
07-2024
Economic Sanctions, IntouchCX
06-2024
IntouchCX Information Security AwarenessTraining - IntouchCX
03-2024
Pathfinder TLO - HR Best Practices, IntouchCX
02-2024
Dayforce LMS, IntouchCX
01-2024
Master Degree in Project Management -
Universidad Galileo
01.2021 - 06.2021
Customer Service Team Leader
Intouch CX
06.2020 - 01.2022
Airport Ops Agent & Complaint Resolution Official
Spirit Airlines
01.2019 - 03.2020
Bachelor of Business Administration -
Mariano Gálvez University
01.2010 - 12.2015
School Administrator
Colegio Bilingüe Destrezas
01.2009 - 01.2019
English Teacher -
Sagrado Corazón De Jesús
05.2006 - 01.2008
Authorized Certifying Trainer
Intouch CX
1 2022 - Current
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