Fernando Gonzalez

BPO Training Coordinator for multiple bilingual accounts. Training staff management and Talent Development. Standardization of training processes as key responsabilities for a +500 active training Headcount. Lead Training Coordinator in 5 implementations of New Client Accounts in BPO industry.

Client relations, retention, associate profile and root cause analysis.

People oriented and goal achiever.

Phone operator: Customer Service, order taking and cross-selling for a North American retail company.
Bilingual Trainer: Training and retention for New Hire personnel. Development of training material for continuous educations of Operational personnel.
Training Coordinator: Training staff Management. Responsible of make efficient internal Training processes, development of Training staff and proficiency of Training KPI for multiple bilingual accounts. Management of Client Relationship regarding Training with Nearshore clients. Responsible for development of Training material for continuous improvement of Customer Service for customers in Canada of Credit, Loans, and Daily Banking products. Standardizing internal Training processes and implementing Training SLAs. Creation of Development and Succession Plans for staff. Client Relations  Management of Training processes proficiency, including Associate Profiling of New Hire personnel candidates, Operational Continuous Improvement, Retention, Staffing Virtual and On-site New Hire training. Implementation of internal Training certification process for Training staff. SMART action plans for RedZone accounts.

2012-2015    Universidad del Valle de México: High School completed and credited.

2016-2019    Universidad de Cuautitlán Izcalli: Bachelor in Law unfinished