Bayron Alvarado

Spearheaded the Phones Customer Support team, setting performance standards and ensuring exceptional service delivery. Designed and implemented structured training programs to upskill agents and reduce knowledge gaps.

Managed the entire phones customer support team, overseeing daily operations and setting performance goals. Provided coaching and mentorship to support agents, fostering professional growth and improving team efficiency.

Provided high-touch customer support for Forma's fintech platform, assisting users with account management, reimbursements, and transactions. Managed sensitive financial data with strict compliance and streamlined reimbursement workflows.

Developed in-depth knowledge of PBX systems, ensuring effective troubleshooting and configuration for clients. Provided first-level technical support via phone, email, and live chat, resolving customer inquiries efficiently.

Led daily stand-up meetings with agents to deliver critical updates and process improvements. Conducted 1-on-1 coaching sessions to review KPIs and performance trends, and organized weekly business reviews with clients.

Acted as a mentor and escalation point, providing guidance to junior agents and assisting in complex player issues. Conducted Quality Assurance evaluations and provided constructive feedback to improve support quality.

Diagnosed and troubleshot game performance issues, including crashes, connectivity problems, and in-game bugs. Provided multilingual support and adhered to service level agreements to ensure timely and high-quality support.

Identified and maximized sales opportunities and increased customer retention rates. Settled customer disputes in a professional and pleasant manner.

Worked to ensure a positive and hassle-free customer experience. Identified and maximized sales opportunities and increased customer retention rates.

Pursued a degree in Psychology at the Universidad Nacional Autónoma de Honduras from 2014 to 2020.