Darwin Aguilar

PROFESSIONAL SUMMARY Customer service professional with high experience in quality assurance, coaching and talent development. WORK EXPERIENCE February 2019 – present date Darwin Aguilar Ortiz Operations Supervisor, GPSWEB Pro, Managua, Nicaragua Responsibilities: • CONTACT • To be provided during hiring process Nicaraguan based phone number -LinkedIn Profile: https://www.linkedin.com/in/darwinadalidh-aguilar-ortiz-/ • • • • • • • • • • Establish operation strategies in a team to improve customer service standards Guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization Establish courses of action for self and others to accomplish goals while using company resources Analyze and improve work processes and policies Prepare data and information for regular data analysis Recruiting process for potential operators Prepare and provide training to new operators Coaching, Quality Assurance Payroll Portal Management Data Entry Tech and Customer Support February 2017 to April 2019 SKILLS ✓ Strong Sense of equality ✓ Open to Feedback ✓ Team work mentality ✓ High Adaptability ✓ Strong analytical skills ✓ Strong inter-personal skills ✓ Leadership Development ✓ Good communication skills both Spanish and English ✓ Great time management ✓ Goal Oriented Mentality ✓ Training Experience Quality Assurance Analyst / Training, Otte Polo Group, Managua, Nicaragua Responsibilities: • • • Quality assurance monitoring of service calls Performed data analysis especially quality performance for all sites handling answering services Prepare, analyze and coordinate calibration calls with managers, supervisors and analysts • Compile performance data of sites, teams and agents • Prepare training material for new hires and developed uptraining material to enhance service standards June 2017 to February 2018 LANGUAGES Spanish English Senior Projects Recruiting Agent, Addison Research, Managua, Nicaragua Responsibilities: • Data collection (samples building) • Screen and recruit individuals to participate in market studies • Training and development of recruiters January 2017 to February 2018 Pipelines Executive, Targeted Growth Solutions, Managua, Nicaragua PROGRAMS AND TOOLS Salesforce Tout App Siebel Oracle IEX Infinity Blue Pumpkin Microsoft Office Package Team Viewer Google Apps UNMS Streaming Apps Tracksolid Wialon HOS 24/7 Responsibilities: • Data collection, management and analysis • Consumer Relation Management • Backoffice Sales Management • Prospecting May 2012 – January 2017 • • • • • • Lead, Motivate and Follow up agents’ sales and retentions performance Action Planning to enhance performance with bottom and mid-performers Quality Assurance Monitoring linked to sales and retentions performance Escalations Lead of the account – Coordinate and lead escalations\investigations program and represent the local site with other sites around the globe Support Ancillary and Back Office Team with Legal and Government Regulated Concerns from a Team Leader Standpoint Chat and Email Support – Customer Service through live chat interactions and emails EDUCATION 2013 to 2017 Lic. Ciencias Sociales y Filosofia Managua – Nicaragua UNIVERSIDAD CATOLICA, UNICA 2010 to 2012 National Tour Guide Managua – Nicaragua ENAH, Nicaragua- Science and Letters Granada – Nicaragua Bertha Pacheco High Shool PROFESSIONAL AND PERSONAL REFERENCES Carlos Perez Sitel Nicaragua (Managua-Nicaragua) Operations Manager Cell :- E-mail :-Alejandro Cortez Targeted Growth Solutions \ Addison Research (Managua-Nicaragua) Pipelines and Sales Director \ Director of Operations Cell :- E-mail :-\-Emilia Munkell Sitel Nicaragua (Managua-Nicaragua) Operations Manager Track Trainee Cell :- E-mail :-Angelica Centeno Premia Banpro Cell: -