Kelvin López

Creation of training plans for new employees
Creation and implementation of “Detection of training needs”
Creation of 3 methodologies for the areas of Corporate Customer Service, Mobile Sales, Fixed Sales.
1. Hiring process
2. Corporate customer service processes
3. Sales processes (Call center)
4. Sales processes (Street)
5. Management of objetions
General training for collaborators
1. emotional intelligence
2. Customer Support
3. Negotiation and sale
4. Conflict resolution
5. Solution management
6. Succession plan

• Tracked students and instructors leaves, attendance, scores, and overall performance in databases.
• Assessed additional needs based on training progress and collaborated with management to meet requirements.

• Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
• Created in-depth training manual for all employees.
• Conducted regular skills audits to identify areas for further development, proactively addressing potential performance issues before they impacted productivity.
• Facilitated high-quality training program delivery to employees and external stakeholders.
• Creation of collections training school
• Collection process
• Negotiation process
• Portfolio recovery process
• Creation of sales school
• How to sell a credit card
• How to manage a portfolio of credit card clients

• Developed lesson plans, instructional materials and written practice tests for collectors.
• Established and maintained quality control standards.
• Created and oversaw collect training programs for operations.
• Developed and implemented successful onboarding program.
• Designed and delivered web-based, self-directed learning materials.
• Evaluated the effectiveness of training programs through post-session assessments and follow-up surveys, providing data-driven insights for continuous improvement efforts.
• Prepared materials for skills development classes.
• Developed job-specific competencies and performance standards.
• Assessed skill gaps for employees and developed training courses to meet identified needs.
• Built and maintained professional relationships with vendors and suppliers.
• Assisted human resources professionals with workforce development.