Curriculum Vitae
Personal Data
NAME: Denuar Jordani Cruz Pérez
PLACE AND DATE OF BIRTH: San Pedro Sula, Dec. 15th 1989
ID NUMBER: -
AGE: 28
ADDRESS: Los Alamos, San Pedro Sula, Honduras
PHONE NUMBERS: -
E-MAIL: -,-
Education
Valle de Sula Bilingual School
Elementary (1997 – 2002)
Saint Peter’s Academy -)
High School
Primero de Mayo Institute -)
Electricity Technical Formation
Actually studying at UNAH-VS
Eectrical Engineering
Job Experience
Eagles Bilingual School
-English Area Coordinator
*School Sub-Principal in charge of the English Program Development and supervising the adherence to national curriculum.
*Monthly plan coordinator to improve english proeficiency across the Institute
*Extra curricular activities coordinator.
Convergys
-Team Leader
• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Convergys values through both behavior and attitude, including being an advocate for team members
Additional Job Responsibility:
Rewards and Recognition POC - ensure employees are working in a fun and dynamic en vironment by providing incentives and rewards for motivation to drive results.
Site boards POC – maintains the visual management of the site.
Site budget and financials POC – calculates and budgets the given financial threshold provided by the Senior Operations Manager and Operations Manager for the site to plan accordingly the incentives to be rolled out for the given month/quarter.
Operations Validation (Final Interview) POC – Conducts final interview for operations validation for entry-level job applicants to see if they are fit for the program and the line of business. Partners with Recruitment team to plan out action plans in improving recruiting and hiring process specifically for the program and line of business.
New Hire Orientation (NHO) and Realistic Job Preview (RJP) POC – attends and discusses NHO and RJP sessions with new hires in partnership with Human Resources to provide new hires a scope of what the company, program, line of business, and the leadership team has to offer for them.
Team Lead Trainee mentor – mentors and on-boards team Team Lead trainees in preparation of their supervisory role. Trains the trainees with the systems, tools, and processes needed for their new roles. Shares best practices and coaching tactics in terms of KPI-metric coaching and relationship management.
Transition Supervisor – Partners with Quality and Training teams to plan out an effective transition plan for trainees entering the Operations phase. Coaches for the success of transition representatives. Attends to the agents ' inquiries that require a subject matter expert. Attends to the smooth transition of representatives from training to operations. Facilitates and spearheads the call certification for the trainees to pass onto operations. Processes all operations-related documents to Transition Representatives. Processes disciplinary actions, certification and termination as needed. Maintain deliverables such as required reports and quality evaluations. Attends bi-monthly playbook company meeting with the recruitment and training managers to discuss and plan out existing and future recruitment, training, and transition action plans. Attends and hosts daily client calls to provide completion update and next step process.
Convergys
-Operations Specialist AT&T Mobility
• Facilitate onboarding, coaching, management, leadership, sales and leadership development learning programs for a site or resource unit
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities to include both live and virtual classroom training
• Responsible for on-boarding and providing initial training for new leaders
• Monitor completion of daily training administrative work such as tracking of student data and other administrative tasks as required in a timely and accurate manner
• Ensure transition of students from training to the work environment, ensuring competency levels meet/exceed business expectations; serve and an actively mentor selected first and second level leaders
• Assess, coach and provide support for the Global Operating Model (GOM)
• Accountable for achieving individual, site, departmental and organizational training performance metrics
• Maintain accurate measurement and reporting of all assigned training metrics
• Participate in the definition, implementation and continuous improvement of learning programs that support the vertical and Global Operating Model
Courses Taken
- AT&T LEAP Master
-HR Coordinator Master
-Finances and Budget
-Gross Margin and Revenue Achievement Success
-Compliance and Handling of Information
-Your Role in Leading Change
-CLC (Convergys Leaders as Coaches)
-AT&T Leadership Academy (AT&T Headquarters at Atlanta, Georgia)
