Luis Manuel Palacios Calderon

Currículum Vitae I. Personal Information: Name: Date of Birth: Address: ID: Age: Status: Contact: E-mail: II. Luis Manuel Palacios Calderon January 10, 1984 Masaya Highway, km 11.5 Esquipulas, Villas del Señor de Esquipulas 36 years Married Academic Information: Bachelor of Letter and Science Rubenia´s High School National Engineering University (UNI - IES) Computing Engineering III. Work Experience: 11/2018 – 12/2019 Accedo Technologies Legal Assistant for law firm, helps develop cases by maintaining contact with people involved with the case, keeps clients informed by maintaining contact communicating case progress. Started as Staff 3 in charge of gathering information with clients, promoted as Staff 7 different type of contact gathering information from medical facilities and promoted in less than a year to Staff 8 last level of contact in charge of transcription and gather all missing information with client before submitting the case to court. 09/2015 – 10/2018 AccedoTechnologies Promoted as Trainer on Sep 2015, developing digital and print educational material, training environment, and other tools needed to properly train personnel, conducting role-playing activities to develop interpersonal skills, identify individual and team skills gaps, Schedule regular training sessions, Maintain updated records of training curricula and material. Was part of train the trainer in Philippines with the client in 07/2018. Travel to Guatemala to train a whole new site teaching systems, policies and procedures for agents and new staff members from 09/2018 to 10/2018 since the campaign was closing operations in Nicaragua. AccedoTechnologies 09/2013 – 09/2015 Temp Team Lead (Promoted and confirmed as based TL on May 2014), Manages employee schedules and ensures that the department is adequately staffed during peak times, also answers team members’ questions and provides advice, managing contact escalations, observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting, Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching. Be part of weekly calibration with quality team and the client to provide tips on how to improve customer service over the phone. IV. 09/2012 – 09/2013 AccedoTechnologies Customer Service Representative main role was place online orders, assist with order issues like delivery issues or missing ítems etc, processing returns and assist with website navigation, file complaint for store experience, offer assistance with online registries and check balance on GiftCards. 2011 - 2012 TUI Cruises (MEIN SCHIFF 1, MEIN SCHIFF 2) Restaurant (waiter) 2009 - 2011 DERISA (SEEMPEÑA) IT Support 2008 - 2009 ABRASA Responsible for inventory in agencies on nationwide - TOWNSEND SYSTEMS NICARAGUA IT Manager (Data Bases, GPS Device Programming, Computer Maintenance, Network, Staff Training) 2006 - 2007 ALFANIC Storekeeper chief (Kardex, QuickBooks, coordinate the distribution of materials in different areas of the country, inventories), IT Support - Cyber Café Latino Cyber Administration, PC Maintenance and Client Attention Technological Knowledge: Knowledge in: Microsoft Windows (All Versions) Microsoft Office (All Versions) Access (Data Base) Excel (Dynamic Tables) Word PowerPoint Publisher QuickBooks Linux (Suse, Red Hat, Ubuntu, Centos, Puppy) Internet Navigation (Searching, Software Download, Information, etc.…) PC Maintenance SQL C++ GPS Device Programming Software Hardware Network Maintenance and Installation Kardex