Oscar Garcia

Oscar García Professional in Modern Languages ​- EAN University Calle 70 N. 105 15 Apt 201 Barrio St. Basilio Tel-- EXPERIENCE SKILLS Axity, Bogota —Help Desk Manager ​Coaching to: January 2023 ​- Get results - Assistance IT requests for Cirion company employees - Knowledge base article creation - Setting quality parameters - Reporting to management and Cirion ​- Motivate and create a sense of belonging ​- Retain staff ​- Promote to higher positions ​Office suite management ​- Excel: pivot tables ​ Sutherland Global Services, Bogota —Senior Team Manager January 2019 - December 2022 - Establishment and monitoring of KPI's (NPS, quality, AHT) - Coaching team managers and level 2 consultants - Presentation of results to account manager and client - Creation of wellness activities and budget allocation - Collaborate with the talent acquisition team in interviews of future applicants, quality, and team managers - Quality audits to control the agent’s performance, live and recorded - Survey analysis from neutrals and detractors - Visual presentations to upper management and the client Sutherland Global Services, Bogota—Team Manager June 2016 - December 2018 - Coaching level 1 and level 2 consultants - Follow-up of KPI's to team members (NPS, quality, AHT) EDUCATION EAN University, Bogota —Modern Language Professional 2001 - 2009 Emilio Cifuentes National College, Facatativa —Academic Degree 1996 LANGUAGES Portuguese B2 - Written and Spoken English: B2 Spoken - B1 Written