kebyn nazareno

Designs and delivers product and communication training programs that improve agent performance and align with business goals, resulting in measurable performance enhancement. Conducts needs analysis, curriculum development, facilitation, and post-training evaluation to boost service quality.

Developed and implemented quality monitoring systems and coaching programs to improve agent performance and customer satisfaction across teams. Led trend analysis, compliance efforts, and process optimizations to maintain high service standards.

Developed and delivered health insurance product training for call center agents, simplifying complex product knowledge to improve agent performance and compliance. Focused on onboarding and continuous learning to drive service excellence.

Delivered engaging English instruction to diverse learners, designing lesson plans and assessments that improved student confidence and communication fluency. Employed interactive, student-centered teaching methods.

Provided first-level support and resolved customer inquiries across channels, maintaining high satisfaction through effective troubleshooting and CRM use. Consistently met service standards and response metrics.

Achieved sales targets through effective client engagement and lead conversion while building strong customer relationships. Focused on needs identification and delivering solutions that drove revenue.

Completed a Certified ESL Teacher (CETT) program focused on English language teaching methodologies and assessment.

Completed a Bachelor of Hotel and Restaurant Management program with coursework focused on hospitality operations and service management.