Fernando Kidd
Colon,Colon
Summary
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 6 years of related experience and superior planning and time management abilities. Devoted to long-lasting and comprehensive results for every client.
Overview
17
17
years of professional experience
Work History
Trainer
SSG Panama
12.2021 - Current
- Train and mentor new personnel hired to fulfill various roles.
- Collaborated with subject matter experts to create accurate training content.
- Facilitated virtual, in-person and blended learning sessions.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Customer Service Representative
Sitel
11.2019 - 12.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales and Customer Service Agent
Star Contact
05.2013 - 08.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Team Leader
PCCW Teleservices
06.2010 - 07.2012
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Sales Agent
Influent
05.2008 - 04.2009
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Achieved or exceeded company-defined sales quotas.
- Presented professional image consistent with company's brand values.
Education
High School Diploma -
Eben-Ezer Bilingual School
Colon City, Panama12-2007
Skills
- New hire training
- Planning and coordination
- Public speaking
- Creative problem solving
- Lesson planning
- Materials preparation
- Remote learning
- Learning styles
- Training material updates
- Training initiatives
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Trainer
SSG Panama
12.2021 - Current
Customer Service Representative
Sitel
11.2019 - 12.2020
Sales and Customer Service Agent
Star Contact
05.2013 - 08.2015
Team Leader
PCCW Teleservices
06.2010 - 07.2012
Sales Agent
Influent
05.2008 - 04.2009
High School Diploma -
Eben-Ezer Bilingual School
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