Olvin Leonel Hernandez
Bachellor Degree
Villanueva
Summary
Bilingual communication professional with strong focus on delivering outstanding customer service and resolving issues efficiently. Known for fostering team collaboration and adapting to changing needs seamlessly. Skilled in managing high call volumes, problem-solving, and maintaining positive attitude. Dependable and results-driven with knack for building rapport with diverse clientele.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Bilingual Call Center Agent
Intouch Hn
San Pedro Sula, Departamento de Cortes
01.2019 - 01.2022
- Maintained professional demeanor while effectively managing high-stress situations and irate callers.
- Retained valuable customers by offering suitable solutions that addressed their needs and concerns.
- Escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction.
- Utilized CRM systems proficiently for seamless data management and efficient customer issue resolution.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
- Navigated multiple software applications simultaneously during calls for efficient information retrieval and data entry tasks.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in both English and Spanish languages.
- Collaborated with team members to optimize call center performance and improve overall service quality.
- Participated in ongoing training sessions to stay updated on industry trends, product offerings, and company policies.
Jefe De Catastro Municipal
Alcaldía Municipal de Santa Bárbara
San Francisco De Ojuera Santa Barbara
01.2017 - 01.2019
- Coordinated staffing schedules to ensure optimal coverage during peak hours without sacrificing employee satisfaction or work-life balance considerations.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Maximized productivity through regular performance evaluations, providing constructive feedback, and setting clear expectations for staff members.
- Increased customer satisfaction levels by consistently monitoring service quality and addressing concerns promptly.
- Oversaw inventory management processes, maintaining adequate stock levels while minimizing waste and associated costs.
- Streamlined operations for increased efficiency, focusing on process improvements and workflow optimizations.
Director De Justicia Municipal
Santa Barbará
03.2015 - 01.2018
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Education
Diploma de sexto grado -
Escuela Epaminondas Portillo
San Francisco De Ojuera Santa Barbara Certificación de ciclo común - 1 año bachillerato no completado
Instituto polivalente San Francisco de Ojuera
High School Diploma -
Instituto Polivalente San Francisco De Ojuera Sant
Santa Barbara, SBBachelor of Arts - Information Technology
Funda UPN
Santa Barbara, SB 01.2006 - 01.2009
Skills
- Facilidad de Expresión
- Capacidad de trabajo en equipo
- Honesto
- Responsable
- Adaptación al cambio
- Creatividad
- Proactividad
- Facilidad de Aprendizaje
Empathy and patience
Goal oriented
Cross-cultural awareness
Call center customer service
Problem-solving skills
Data entry
Complaint resolution
Technical troubleshooting
Socialprojection
Restauración del Medio Ambiente cuenca Rio Ulúa, Programa PROHECO educando niños 'Ingles' segunda lengua
Personal Information
- ID Number: 1619-1976-00002
- Age: 45
- Place of Birth: Santa Bárbara
- Date of Birth: 12/27/76
- Nationality: Hondureño
- Marital Status: casado
Timeline
Bilingual Call Center Agent
Intouch Hn
01.2019 - 01.2022
Jefe De Catastro Municipal
Alcaldía Municipal de Santa Bárbara
01.2017 - 01.2019
Director De Justicia Municipal
Santa Barbará
03.2015 - 01.2018
Bachelor of Arts - Information Technology
Funda UPN
01.2006 - 01.2009
Certificación de ciclo común - 1 año bachillerato no completado
Instituto polivalente San Francisco de Ojuera
Diploma de sexto grado -
Escuela Epaminondas Portillo
High School Diploma -
Instituto Polivalente San Francisco De Ojuera Sant
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