Juan Carlos Crespo
Bayamon
Summary
Over 12 years of experience excelling in onboarding programs and soft skills training. Great leadership and communication skills to create engaging and impactful learning experiences. Committed to fostering a collaborative environment that drives team success and customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Manager - Training & Development
Bold
Guaynabo, Puerto Rico
02.2016 - 03.2026
- Guided and supported over 50 new employees in their onboarding process to promote effective integration into various roles.
- Designed and launched strategic initiatives focused on optimizing service delivery and fostering customer satisfaction.
- Conducted analysis of performance metrics to pinpoint opportunities for process optimization and efficiency enhancement.
- Cultivated a motivated workforce to drive productivity and foster engagement in daily tasks.
- Implemented and upheld standards for professionalism, organization, and safety within the workplace for both staff and visitors.
- Facilitated customer satisfaction by addressing disputes swiftly, fostering transparent communication, and ensuring exceptional service standards.
- Delivered comprehensive training sessions focused on best practices to improve operational efficiency and team performance.
Supervisor
LinkActiv
Guaynabo, Puerto Rico
06.2013 - 02.2016
- Managed departmental activities to maintain operational efficiency and meet deadlines.
- Exercised strong leadership and problem-solving abilities to enhance team efficiency and streamline workflows.
- Managed retention team initiatives focused on delivering exceptional customer experiences and decreasing churn rates.
- Analyzed agent performance metrics to uphold call center script quality and implement effective retention strategies.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding practical solutions.
- Increased team productivity by 10%, implementing efficient workflows and setting clear expectations for staff members.
Education
Associate of Arts - Draftman
04-1998
Skills
- Organizational strategies
- Engaging training facilitation
- Cultural competency
- Strong verbal communication
- Effective team engagement
- Effective listening skills
Certification
- COPC Certified Professional Manager
Languages
English
Proficient
C2
Spanish
Native or Bilingual
Timeline
Manager - Training & Development - Bold
02.2016 - 03.2026
Supervisor - LinkActiv
06.2013 - 02.2016
Liceo De Arte Y Tecnologia - Associate of Arts, Draftman