Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alix Flores Ham

BPO Supervisory Roles / Teacher
Tegucigalpa

Summary

Dynamic educator and customer service leader with a proven track record at 24/7 Intouch, excelling in relationship building and problem-solving. Recognized for enhancing team performance through effective coaching and training, achieving significant improvements in customer satisfaction and retention. Adept at planning and coordination, fostering a collaborative environment that drives results.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Elementary School Teacher

Santa Maria De Nazareth Catholic School
08.2023 - 06.2025
  • Established a positive classroom environment through effective classroom management strategies, fostering respect and cooperation among students.
  • Created lesson plans to correlate with state curriculum standards and devised educational programs to meet educational objectives.
  • Designed and presented lesson plans in one or more academic subjects using variety of teaching techniques to appeal to various learning styles within assigned grade level.
  • Provided warm, supportive environment for developing academic, social, and emotional growth.
  • Evaluated and assessed student progress regularly, providing constructive feedback and adapting teaching methods accordingly.

Customer Service Sales Agent Team Leader

24/7 Intouch
06.2022 - 06.2023
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Led by example setting high standards in professionalism, ethical conduct, punctuality which inspired dedication from my teams.
  • Mentored new hires during onboarding processes, helping them acclimate quickly to their roles and responsibilities as sales agents.
  • Improved customer retention rates with personalized service strategies tailored to individual client needs.
  • Developed strong relationships with clients by maintaining open communication channels and ensuring prompt followups.
  • Collaborated cross-functionally with other departments to improve overall company performance and customer experience quality.
  • Achieved sales targets through effective team management and motivation.

Customer Service Representative Trainer

24/7 Intouch
06.2019 - 06.2022
  • Developed customized training materials tailored to individual learning needs, ensuring a higher retention rate among trainees.
  • Boosted overall team productivity by identifying individual strengths within the group and assigning relevant tasks accordingly during training sessions.
  • Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
  • Conducted regular assessments of trainee progress, providing feedback and coaching as needed for continuous improvement.
  • Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
  • Facilitated role-playing scenarios and group discussions to simulate real-life customer interactions, enhancing trainee preparedness for live service situations.
  • Collaborated with management to identify areas of improvement in customer service processes and implemented changes accordingly.
  • Implemented regular refresher courses to maintain high levels of competency.

Customer Service Representative

Intergroup Insurance
09.2017 - 02.2018
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Sales Representative

Knoah Solutions
10.2016 - 05.2017
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
  • Utilized CRM software to manage client information, track leads, and monitor sales progress.

Supervisor of Operations

LL Contact Center
12.2014 - 07.2016
  • Boosted sales performance by implementing effective team training and coaching strategies.
  • Set ambitious sales goals and motivated strong performance to keep team growing effectively.
  • Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
  • Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Managed a high-performing sales team, consistently achieving and surpassing set targets.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Oversaw daily operations of the department, ensuring smooth workflow, timely completion of tasks.

Sales Representative

LL Contact Center
06.2014 - 12.2014
  • Documented details of calls and customer interactions.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Achieved positive outcomes on challenging calls by leveraging advanced problem-solving abilities combined with empathetic listening skills.
  • Increased sales revenue by skillfully promoting company offerings and upselling relevant products or plans to customers.
  • Improved call handle times by streamlining processes and utilizing effective communication techniques.
  • Contributed to team sales targets by consistently meeting and exceeding individual performance goals.
  • Utilized CRM systems effectively for tracking customer interactions, updating account information, and managing leads.
  • Ensured compliance with all relevant regulations during sales processes, including adherence to privacy policies when handling sensitive customer information.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Managed high call volume efficiently, maintaining a professional demeanor under pressure.

Preschool Teacher

San Francisco De Sales
08.2011 - 06.2014
  • Gave one-on-one attention to children while maintaining overall focus on entire group.
  • Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
  • Developed weekly lesson plans and activities to engage children and promote learning.
  • Applied play-based strategies to provide diverse approaches to learning.
  • Established positive communication with parents in daily conversation and formal conferences.
  • Maintained organized, fun and interactive classroom to help children feel safe.
  • Maintained accurate records of each child''s progress throughout the year using various documentation methods such as portfolios or tracking sheets.
  • Ensured a safe and nurturing environment for all students, adhering to health and safety guidelines in the classroom.
  • Evaluated student performance regularly through observation, assessment tools, and parent-teacher conferences to ensure academic growth was being achieved consistently across all areas of development.

Education

Bachelors - Business Administration

Universidad Tecnologica De Honduras UTH
Tegucigalpa, Honduras
05.2001 -

High School Diploma -

DelCampo International School
Tegucigalpa
05.2001 -

Skills

    Planning and coordination

    Multitasking and organization

    Relationship building

    Staff management

    Sales tracking

    Teamwork and collaboration

    Problem-solving

    Coaching

    Excellent customer service

    Public speaking

    Goal oriented

    Attention to detail

Timeline

Elementary School Teacher

Santa Maria De Nazareth Catholic School
08.2023 - 06.2025

Customer Service Sales Agent Team Leader

24/7 Intouch
06.2022 - 06.2023

Customer Service Representative Trainer

24/7 Intouch
06.2019 - 06.2022

Customer Service Representative

Intergroup Insurance
09.2017 - 02.2018

Sales Representative

Knoah Solutions
10.2016 - 05.2017

Supervisor of Operations

LL Contact Center
12.2014 - 07.2016

Sales Representative

LL Contact Center
06.2014 - 12.2014

Preschool Teacher

San Francisco De Sales
08.2011 - 06.2014

Bachelors - Business Administration

Universidad Tecnologica De Honduras UTH
05.2001 -

High School Diploma -

DelCampo International School
05.2001 -

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Alix Flores HamBPO Supervisory Roles / Teacher