Wilson Hernandez Ventura

Wilson Hernández Ventura Invimosa, Santo Domingo Este. Dominican Republic Mobile:- Home:- HIGHLIGHTS: - Strategic Planning Team Development and Leadership Detail Oriented Systems Implementation Effective Team Supervision Problem Solver Customer Service Supervision Time Management Process Improvements Analytical PROFESSIONAL EXPERIENCE: - July 2017 – Marzo 2018 Alorica Inc Talent Acquisition Recruiter Handle the bulk of resume screening and make initial contact with candidates, be involved in posting job openings to generate applications, scheduling candidates for interviews with hiring managers, presenting job offers and coordinating start dates for new hires. - January 2015 - June 2017 IPTV Solutions SA de CV General Manager Oversee daily operations for the organization. Insure the creation and implementation of a strategy designed to grow the business. Coordinate the development of key performance goals for functions and direct reports. Provide direct management of the Accounting, Marketing and Operations units. Insure the development of tactical programs to pursue targeted goals and objectives. Insure overall delivery and quality of the unit's offerings to customers. Evaluate and decide upon key investments in equipment and talent. Communicate strategy and results to the employees. Report key results to the company partners. - April 2014 – August 2015 Call Reception Coordinator Sistema Nacional de Emergencias (911) Assist in the formulation of targets for individuals and teams Answer questions from staff and provide guidance and feedback Anticipate escalation and take over calls when needed Devise ways to optimize procedures and keep staff motivated Measure performance with key metrics such as call abandonment, calls waiting etc. Ensure adherence to policies for attendance, established procedures etc. Keep management informed on issues and problems Prepare monthly/annual results and performance reports - Jul 2012 – Jan 2014 Customer Support Associate II Stream Global Services - Cyberpark Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’). Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer. Maintain broad knowledge of client products and/or services. Participate in activities designed to improve customer satisfaction and business performance. Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking. - Jan 2010 – May 2012 Quality Assurance Supervisor Berry Dominicana (Yellow Pages) Responsible for the validation of several reports to identify keying or system errors, to ensure the quality of the directory(classified) Yellow Pages, while minimizing pagination/publishing costs strictly following dates in Master Schedule placed on the portal. - Oct 2006 – Sept 2009 American Móvil International Helpdesk Coordinator Customer Service Representative for Spirit Airlines (2006 – 2008) Tech Support Agent for Puerto Rico Telephone Company (2008 – 2009) EDUCATION: Universidad Abierta Para Adultos (UAPA) Licenciatura en Informática Gerencial (BS MIS) (9th Quarter) COURSES AND SEMINARS: BRAINSTORM: ASESORIA Y CAPACITACION - Supervisión Efectiva de Equipos de Trabajo Human Relations Diplomado en Planificación Estratégica INFOTEP - Diplomado en desarrollo de mandos medios Diplomado en «coaching», herramienta clave para potenciar el desarrollo personal y profesional TEOREMA - Microsoft Excel Intermedio Microsoft Excel Avanzado CAPACITY ACADEMY - CCNA Routers and Switching REFERENCES: - Lic. Oscar Sanchez Team Manager at Alorica 809 – 229 – 1210 - Lic. Joel Mendez Rosario Encargado de Gestion Impositiva del banco APAP 809 – 931 – 3123 - Lic. Luis Martinez Dispatch Coordinator at 911 (Santiago) 849 – 655 – 2191