Gustavo Andres Peña Cedeño

Supervised daily operations and managed a team to ensure efficient service delivery. Oversaw performance metrics and implemented strategies for continuous improvement.

Managed and guided a team, ensuring operational efficiency and adherence to company standards. Responsible for team performance and effective problem resolution.

Led a team in a BPO environment, focusing on achieving service level agreements and improving team productivity. Conducted regular performance reviews and coaching sessions.

Provided first-level technical support and efficiently resolved customer inquiries. Documented issues and solutions accurately within the ticketing system.

Engaged with potential customers to promote products/services and achieve sales targets. Managed customer relationships and processed sales transactions efficiently.

Taught English as a second language to two 20+ student groups, ensuring all program objectives were met. Promoted to coordinator, supervising a team of teachers and improving center performance through custom strategies and regular coaching.

Provided support to new agents, attended escalations, and assisted with training initiatives. Ensured complex technical issues were resolved effectively.

Provided billing information, managed sales, and focused on customer retention. Increased team performance by proposing and implementing an incentive structure.

Instructed students in English language, developing lesson plans and assessing student progress. Fostered a positive and engaging learning environment.