Juan Carlos Crespo

Work History

Training & Development Specialist

Bold

2016.02 - Current

Trained and mentored more than 15 new personnel hired to fulfill various roles.
Designed participant-focused training that involved interactive discussions, group activities, and real-world scenarios to facilitate active engagement.
Consistently facilitated participant growth through coaching and candid feedback. Delivered individualized assistance through one-on-one sessions, targeting specific areas of difficulty.
Collaborated with various departments to plan and facilitate training sessions. After each session, provided detailed feedback to facilitators on their delivery and engagement strategies, which led to measurable improvements in future sessions.
Reviewed participant feedback, post-training assessments, and performance data to regularly analyze training program effectiveness. Identified knowledge retention gaps in a specific module and shared findings and recommendations. Implemented recommendations based on analysis to enhance training outcomes.
Created new hire training, refresher material, quizzes, and bulletin boards, which helped team members better understand and apply retention concepts in their daily work.
Responsible for regularly updating the curriculum to ensure it remains relevant. This involves incorporating the latest industry trends and feedback from previous sessions. Updates have kept the curriculum current and aligned with the company’s strategic goals, leading to more effective training outcomes.
Co-facilitated training sessions with newer trainers, providing them real-time feedback and mentorship, enhancing their competence levels.

Supervisor

LinkActiv

2013.06 - 2016.02

Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Supervised and led a retention team, ensuring customer satisfaction and reducing churn rates.
Monitored agent performance, ensuring compliance with call center scripts, quality standards, and retention strategies.
Regularly held meetings and coaching sessions to enhance agent skills and optimize performance.
Facilitated meetings with cross-functional teams to establish goals, review progress against targets, and identify areas for improvement in processes.
Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding practical solutions.
Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.

Summary

Overview

Work History

Training & Development Specialist

Supervisor

Education

Associate of Arts - Draftman

Skills

Certification

Languages

Software

Timeline

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