Helmuht Pereyra
Lima
Summary
Dedicated customer service representative with extensive experience in the industry, recognized for establishing strong client relationships and ensuring high levels of customer satisfaction. A solid team player known for a positive demeanor and ability to cultivate partnerships that drive business growth. Demonstrates strong work ethic, adaptability, and exceptional interpersonal skills while thriving in fast-paced environments. Motivated to embrace new challenges and contribute to organizational success through effective collaboration and results-oriented strategies.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Manager
Teleperformance
Lima
05.2022 - Current
- Evaluated existing systems and technologies used by the call center team to ensure they are up-to-date and meeting the needs of customers efficiently.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Developed and monitored key performance indicators to assess team productivity.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Collaborated with other departments to streamline processes and improve service delivery.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created customer surveys to track customer satisfaction.
- Assigned work and monitored performance of project personnel.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Enforced federal, state, local and company rules for safety and operations.
- Planned delivery routing, team workflows, and promotional initiatives.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Implemented successful business strategies to increase revenue and target new markets.
Call Center Supervisor
Teleperformance
Lima
04.2021 - 04.2022
- Assisted professionals by listening in on customer calls and suggesting techniques to close sales.
- Identified and addressed training gaps to enhance team competency and efficiency.
- Assigned tasks to agents based on their skillset and availability.
- Provided guidance, training, coaching and mentoring to call center team members.
- Identified areas where additional training was needed among existing staff members.
- Planned staff and training meetings and scheduled conference rooms.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Mentored newly hired employees by explaining tactics for building sales pipelines.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Facilitated communication between team members to foster a positive work environment.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
Trainer
Teleperformance
Lima
01.2021 - 04.2021
- Coordinated recruitment and placement of training program participants.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Resolved any issues raised by participants during the training session in a timely manner.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Customer Service Representative
Teleperformance
Lima
10.2020 - 01.2021
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Cashier
Cineplanet
Lima
05.2018 - 01.2020
- Directed guests to correct location by documented ticket seats and answered questions about facility amenities.
- Coordinated with cleaning staff to ensure theaters were sanitized and adhered to health regulations.
- Maintained cleanliness concession stand by refilling condiments, sanitizing cooking equipment and wiping down glass display cases.
- Provided customer service support including answering questions, resolving complaints, and responding to requests from patrons.
- Performed cashier duties such as taking payments, counting money, and making change.
- Cleaned auditoriums after each movie was shown.
Freelancer
SISSAC
Lima
02.2016 - 02.2018
- Translated a variety of documents from English to Spanish, including manufacturing manuals and contracts.
- Edited existing translations for grammar, spelling, punctuation, syntax, and style errors.
- Assisted non-English speaking clients with communication issues.
- Provided appropriate contextual information to increase clients understanding of translations.
- Facilitated communication for people with limited language proficiency.
Education
High School Diploma -
Honore
Lima12-2014
Bachillier - Language Interpretation And Translation
Ricardo Palma
LimaSkills
- Scheduling expertise
- Staff training
- Productivity standards
- Script development
- Team coaching
- Strong leadership
- Report preparation
- Process updates
- Six Sigma's Yellow Belt Certificate
Certification
- Six Sigma's Yellow Belt Certification by COPC
Languages
Spanish
First Language
English
Proficient (C2)
C2
German
Beginner
A1
Timeline
Call Center Manager
Teleperformance
05.2022 - Current
Call Center Supervisor
Teleperformance
04.2021 - 04.2022
Trainer
Teleperformance
01.2021 - 04.2021
Customer Service Representative
Teleperformance
10.2020 - 01.2021
Cashier
Cineplanet
05.2018 - 01.2020
Freelancer
SISSAC
02.2016 - 02.2018
High School Diploma -
Honore
Bachillier - Language Interpretation And Translation
Ricardo Palma
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