Brian Moreno
Alajuela,Costa Rica
Summary
A dynamic and forward-thinking leader with extensive experience in leadership development and business transformation. Demonstrated ability to drive growth, build sustainable teams, and generate value for businesses. Expertise in aligning organizational goals with employee potential to foster a highly efficient and productive workplace culture.
Overview
13
13
years of professional experience
Work History
Customer Service lead
Auxis
06.2021 - 05.2024
- Responsible for supporting, guiding, monitoring, and coaching assigned agents across all aspects of job performance, including consumer contact processing, problem resolution, and work planning
- Collaborated with the Customer Service Supervisor to oversee team performance, ensuring achievement of target transactional volumes and quality standards while adhering to contractual and operational guidelines
- Partnered with the Supervisor to establish and monitor workflow efficiencies, manage daily work volumes, and optimize work schedules to meet company customer service objectives
- Additionally, created and executed performance improvement plans, conducted coaching and feedback sessions, and handled disciplinary actions
- Experienced in content creation, training development, training delivery, and leadership mentoring
- Successfully conducted training for four new Leads in Barranquilla, Colombia, following the department’s relocation, resulting in efficient department operations
- Coordinated with the Human Resources department and CINDE for internal job fairs, assisted with interviews, and provided candidates with necessary information.
Customer Service / e-Commerce Specialist
Auxis
08.2016 - 06.2021
- Handled customer calls to assist with order placement, claims processing, profile updates, trouble ticket creation, and escalation of complex issues for further support
- Collaborated with the training team to provide guidance and coaching to new hires, offered floor support, and delivered targeted coaching to underperforming agents, contributing to successful improvement plans
- As a member of the e-Commerce team, provided customer service via email, coached new e-Commerce team members, and managed reports for the Voice Mail queue
- Also participated in the support team, offering chat support and coaching to fellow agents
- Engaged in the internal Grow Program, acquiring knowledge on various management topics.
Sales Representative
Sprint
12.2015 - 02.2016
- Customer Service and Sales Representative for Sprint, responsible for providing customers with account information, balance inquiries, and updates on their cell plans.
Customer Service and soft collections Specialist
AT&T, HOVG
11.2012 - 02.2014
- Provided customer service related to billing inquiries, charge reviews, payment processing, and payment arrangements.
Technical Support
Time Warner Cable, Stream
08.2011 - 05.2012
- Customer Service and Technical Support to the Time Warner Cable clients.
EQUIFAX
12.2010 - 03.2011
- Assisted users in obtaining their W-2 documents.
Education
Elementary School -
Escuela Holanda
HIGH SCHOOL -
Colegio El Carmen de Alajuela
other courses and certifications -
INA
UNIVERSIDAD FIDELITAS -
Técnico en Gestión de Recursos Humanos
LINKEDIN COURSES -
Transitioning from manager to leader
LINKEDIN COURSES -
Culture of kaizen
LINKEDIN COURSES -
Lean Six Sigma Foundations
LINKEDIN COURSES -
Business Writing Principles
Skills
- Communication Skills
- Team Work
- Positive Attitude
- Leadership
- Problem Solving Skills
- Customer Focus
- Time Management
- Email Etiquette
- Payment Processing
- Department operations
- Customer Complaint Resolution
- Quality Assurance
- Call center experience
- Critical Thinking
- Computer Proficiency
- Staff Training
Leadershipsummary
A dynamic and forward-thinking leader with extensive experience in leadership development and business transformation. Demonstrated ability to drive growth, build sustainable teams, and generate value for businesses. Expertise in aligning organizational goals with employee potential to foster a highly efficient and productive workplace culture.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service lead
Auxis
06.2021 - 05.2024
Customer Service / e-Commerce Specialist
Auxis
08.2016 - 06.2021
Sales Representative
Sprint
12.2015 - 02.2016
Customer Service and soft collections Specialist
AT&T, HOVG
11.2012 - 02.2014
Technical Support
Time Warner Cable, Stream
08.2011 - 05.2012
EQUIFAX
12.2010 - 03.2011
Elementary School -
Escuela Holanda
HIGH SCHOOL -
Colegio El Carmen de Alajuela
other courses and certifications -
INA
UNIVERSIDAD FIDELITAS -
Técnico en Gestión de Recursos Humanos
LINKEDIN COURSES -
Transitioning from manager to leader
LINKEDIN COURSES -
Culture of kaizen
LINKEDIN COURSES -
Lean Six Sigma Foundations
LINKEDIN COURSES -
Business Writing Principles
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