Eduardo Jose Gomez Castro

Eduardo J. Gómez REMOTE RECRUITER I am a remote professional with over 12+ years of vast working experience in the call center, BPO, and freelance industry. Experienced in different line of business like customer service, technical support, sales, lead generation, collections, managerial positions and property management, supporting site operations, leading by example and passionate on continuous improvement. CONTACT DETAILS- WORK EXPERIENCE Talent Acquisition Specialist - Recruiter BetterWho (USA - Remote) March 2022 - February 2023 - Evaluate applications and screen candidates via Zoom eduardo-gomez-freelancer/ sessions and emails, as well as facilitate pre-interview assessments. San Salvador, El Salvador STUDIES Managing hiring processes via electronic Applicant Tracking Systems. Perform interview questions and conduct in-person or video call interviews with shortlisted candidates. English linguistics major Sourcing at Centro Cultural Institute - January 2022 recruitment sites, job boards, and social media platforms. to Present. potential candidates through online portals, Coordinate with hiring managers to identify staffing needs Non-profit missionary service from The Design job descriptions and interview questions that reflect Church of Jesus Christ of latter-day saints each position’s requirements From March 2009 to April 2011 Organize and lead online job fairs and recruitment events Update reports and CRM's with applicants performance OTHER KNOWLEDGE -Power BI Meet hiring targets and requisitions -SharePoints Facility Manager -MS Office package: Word, Excel, PowerPoint March 2020 - Present -Video Conferencing tools (MS Teams, Zoom, Google meets, Google Hangouts) Prepare vacant units and advertise rental vacancies -Remote desktop connections Screen and approve tenants -CRMs: SalesForce, Monday, AppFolio, Handle tenant complaints and issues Tableau, Monday, Slack, ClickUp. Collect and adjust the rent Carry out property maintenance and repairs Ensure that the property is legally compliant LANGUAGES Assign vendors on time and make sure repairs properly addressed • Spanish - Native Follow up with tenants ensuring overall satisfaction • English - Advanced Coordinate move-in and move-outs when needed • Portuguese - Basic Follow up on tenant requests and owner's approvals Executive Assistant - Project Management LaSubasta.com (Remote) May 2020 - March 2022 Daily business analysis to generate leads and new potential clients. Personal assistant to CEO managing agenda, calendar and meetings Provided detailed information and advertising ideas to CEOs to improve relations between La Subasta newspaper and local businesses in Texas, USA. Supported clients and business owners with account updates, new sales, renewals, and data validation. Generated daily, weekly and monthly reports to track performance improvements, new customers, retention, and revenue. Data entry work daily to update clients' CRMs and database cleanup. Created action plans and decision-making to improve internal processes, SOPs, and organizational rampup. Operations Team Manager - PlayStation Sykes El Salvador, March 2015 - May 2020 Customer service/Technical support representative: Provided support to PlayStation customers through chat, handling two interactions at the same time. In charge to solve customer issues such as account recovery, password resets, online purchases, general information on products and services, console troubleshooting, and more. Complete requests in a timely manner by applying empathy, product knowledge, and efficiency. Reach daily, weekly and monthly targets for customer satisfaction, quality of service, and handle time. Team manager site operations: I coached and supervised groups of 15 to 30 agents in order to reach weekly and monthly targets. I applied root cause identification strategies, and action plans to individuals and as a team in order to help them improve and reach goals. Provide effective coaching, and follow-ups to ensure overall agent and client satisfaction. I created projects that helped the account improve on metrics like average handle time and customer satisfaction. I coached other team managers in order to improve on their teams as well, showed and explained metric results and follow-ups to leaders through weekly and monthly business reviews and calibrations among other departments like quality analysis and workforce management. I performed interviews for new candidates, both first contact screening and final interviews for the hiring process based on the applicant’s competencies and knowledge. Created action plans to ramp up on the high season and worked closely with other departments like WorkForce management and human resources to ensure the correct staffing needs. Training Supervisor: I ran plans that helped the account reach targets and improve product knowledge among the agents. Develop overall commitment and exceed expectations by delegating tasks to trainers, and working closely with account managers, operations, and workforce management. Created improvement plans and internal process updates to build the strongest relationship with our clients and other site managers. Provided weekly training and huddles to trainers to implement new teaching techniques. Collections Specialist - USA Law Firms Centric Business Solutions - January 2014 to March 2015 Direct contact between medical suppliers and insurance companies to collect debt accounts for worker's compensation programs. Legal partnership with law offices and lawyers to submit claims and documentation for court lien processing, making sure all supportive documentation was complete like Rx, durable medical equipment (DME), lawyers and insurance companies payment agreement signature, workers' employment files, and insurance coverage records. Backup HR consultant, applicant’s documentation processing, screening interviews, and follow-ups for new hires. Sales Representative - Comwave Canada Telus International - From August 2013 to January 2014 Provided information to Canadian customers so they can know more about the company products and services both internet and home phone, and long-distance calling. Excellent details provided to existing customers so they could get extra services to their current contracts and upsells like: home phone and cellphone features such as call forwarding, caller ID, international calling, etc. In charge of planning new sales strategies to increase sales, revenue, and new customers on a weekly basis. Technical Support Representative - Microsoft USA Stream Global Services - From June 2012 to August 2013 Performed technical support solutions for customers and companies by asking probing questions, data analysis, and troubleshooting steps to lead to a solution in a timely manner. Making sure that all data was entered correctly, validating customer information, checking records, and proper license documentation was complete and updated. Correct use and support of Microsoft Office package and software, Windows software, and remote applications to provide an excellent service and resolution Outstanding performance and results when planning and performing higher-tier tasks and solutions to complex cases Guided customers via phone calls and chat interactions, also accessing remotely to their systems to install and properly troubleshoot licenses for perfect functionality. Customer Service Representative - Western Union Teleperformance - From May 2011 to June 2012 Provided outstanding customer service to North American customers that used the Western Union services to send and/or receive money transfers both locally in the USA or overseas. I managed to confirm the customer´s account information and money transfer order status by making sure all details were entered correctly. Validating the account's owner information, and confirming both parties were providing exact information to avoid compromising information or loss of identity. Responsible to generate reports to update daily targets and weekly goals to make sure all processes were followed correctly and to ensure data validation and sensitive information protection