Salvador Orlando Cerna Rauda
SAN JUAN OPICO
Summary
Proven track record in enhancing operational effectiveness and customer satisfaction at SYKES, leveraging strong analytical skills and proficiency in Excel. Excelled in team collaboration and mentoring, achieving significant improvements in process efficiency and quality control. Demonstrated exceptional ability to manage high-stress situations, ensuring consistent customer loyalty and repeat business.
Overview
15
15
years of professional experience
Work History
Order Coordination Specialist
AppDirect
02.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
Agent Support Specialist
SYKES
08.2016 - 02.2023
- Participated in cross-functional initiatives to enhance overall operational effectiveness across departments.
- Trained new team members in company policies and procedures, ensuring consistent delivery of support services.
- Conducted regular performance reviews for continuous improvement and professional development.
- Resolved escalated issues, maintaining a high level of customer satisfaction and retention.
- Streamlined agent onboarding process for greater efficiency and reduced training time.
Customer Service Representative
SYKES
06.2015 - 08.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Quality Agent
Teleperformance
08.2011 - 05.2015
- Enhanced product quality by implementing rigorous inspection procedures and protocols.
- Developed comprehensive training programs for new hires, resulting in higher levels of competency among quality control staff.
- Conducted root cause analyses for recurring issues, leading to the development of effective corrective actions.
- Maintained high levels of customer satisfaction by promptly addressing any concerns or complaints related to product quality.
Customer Service Representative
Teleperformance
07.2010 - 08.2011
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
System Engineering
Universidad El Salvador
Java Programing
Udemy
Coaching For Success
Sykes
09-2017
Excel Essencials
ITCA
08-2017
Skills
Team collaboration
Analytical thinking
Documentation management
Proficient in Excel
Coaching and mentoring
Analytical skills
Data analysis
Timeline
Order Coordination Specialist
AppDirect
02.2023 - Current
Agent Support Specialist
SYKES
08.2016 - 02.2023
Customer Service Representative
SYKES
06.2015 - 08.2016
Quality Agent
Teleperformance
08.2011 - 05.2015
Customer Service Representative
Teleperformance
07.2010 - 08.2011
System Engineering
Universidad El Salvador
Java Programing
Udemy
Coaching For Success
Sykes
Excel Essencials
ITCA
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