Guillermo Hernandez
Jarrell
Summary
Certified Six Sigma Corporate Trainer and Instructor skilled in developing, implementing, and optimizing corporate training programs. Utilizes a data-driven approach and a clear focus on strengthening companies from the inside out. Successfully integrates multimedia strategies to diversify instruction and maximize success. Demonstrates excellent interpersonal skills to foster a positive learning environment conducive to success. Imparts comprehensive topical knowledge in varied modalities to enhance deeper learning. Develops meaningful test instruments to complement and validate course curriculum. Brings over 10 years of multifunctional experience specializing in training, quality, and development primarily in mortgages, automotive, sales, and customer service.
Overview
16
16
years of professional experience
Work History
Corporate Trainer
Celink
06.2021 - Current
- Ensured compliance with HUD and Commercial regulatory requirements by conducting thorough audits of curriculum content for Reverse Mortgage training
- Developed and implemented successful onboarding program for three phases of training
- Streamlined onboarding processes for new hires, saving company time and resources
- Used internal software and Microsoft office to design training for all production employees and increase company retention and increase in productivity rates
- Trained and mentored over 200+ new personnel hired (both onshore and with an offshore vendor) to fulfill various roles
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions
- Facilitated cross-departmental collaboration to ensure consistent training standards throughout the organization
- Created optimal training programs to better align with company goals and objectives
- Promoted classroom safety, collaboration, and best practices
- Designed and delivered web-based, self-directed learning materials
- Developed job-specific competencies and performance standards
- Developed alternative training methods including Training Videos
- Developed Client specific videos to showcase new tools
- Part of team that implemented the AI predictive programming guidance prompts called Agent Assist
- Coordinated schedules for trainers, ensuring adequate coverage for all required courses
- Developed Business Unit trainings
- Assessed individual learning needs, tailoring instruction accordingly for maximum impact
- Tested and evaluated students on materials presented in workshops and classes
- Boosted employee retention by conducting engaging and interactive training sessions
- Improved trainee performance with regular evaluations and constructive feedback
- Provided coaching and mentoring to employees
- Provided Communico’s the MAGIC of Customer Relations program by completing the Communico certification process
Team Lead
Celink
01.2021 - 06.2021
- Assist agents with inquiries callers may have on reverse mortgages
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Devised and implemented processes and procedures to streamline operations
- Mentored and guided employees to foster proper completion of assigned duties
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Reviewed, implemented and updated company records related to team activities for future reference
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards
BAR Associate
Celink
09.2019 - 01.2021
- Assist borrower(s) with reverse mortgage situations ranging from taxes and insurance to helping parties who are selling properties after passing of said borrower(s)
Quality Improvement Specialist
Austin Energy
04.2019 - 08.2019
- Scored customer service calls (English and Spanish) of Residential and Commercial agents for the city of Austin Utilities
Collection Agent
Municipal Services Bureau
01.2018 - 04.2019
- Full time third party collection agent for municipal government, court, and toll way entities
- Reduced bad debt losses through proactive collection efforts and accurate account monitoring
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics
- Worked in call center environment handling manual and automatically dialed outbound calls
Training Coordinator
Lean Visual Systems
12.2015 - 12.2017
- Developed training material for clients (Video, Web, Power Point)
- Developed job-specific competencies and performance standards
- Developed engaging instructional materials, including presentations, handouts, and interactive activities
- Collaborated with department managers to design customized training plans aligned with organizational goals
- Scheduled and coordinated training sessions, including booking facilities and arranging catering
- Worked with vendors to customize courseware to accommodate business needs
Training Coordinator
Magna Electronics
06.2014 - 12.2015
- Developed training material for all employees (Video, Web, Power Point)
- Developed job-specific competencies and performance standards
- Developed engaging instructional materials, including presentations, handouts, and interactive activities
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Collaborated with department managers to design customized training plans aligned with organizational goals
- Developed and implemented successful onboarding program
- Scheduled and coordinated training sessions, including booking facilities and arranging catering
- Created and maintained detailed training records and reports for management review
- Worked with vendors to customize courseware to accommodate business needs
- Analyzed and evaluated training effectiveness and program outcomes
- Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives
- Spearheaded internal certification programs that increased staff competencies in key areas such as project management or leadership skills
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion
- Selected, developed and delivered classroom and online training materials to meet program needs
- Verified training program compliance with applicable laws and regulations
Senior Supervisor
Global Telesourcing Mexico, S. de R.L. de C.V.
01.2013 - 06.2013
- Led team of sales agents for Evergreen promotions
- Developed and implemented customer service policies to enhance satisfaction
- Developed detailed plans based on broad guidance and direction
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department
- Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues
- Implemented cost-saving initiatives, reducing operational expenses without compromising quality or productivity
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Set aggressive targets for employees to drive company success and strengthen motivation
- Monitored workflow to improve employee time management and increase productivity
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Mandated policy, procedure, and performance adherence for continued and increased operational efficiency and profitability
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Strengthened cross-functional collaboration, leading to more cohesive teamwork and better overall results
- Evaluated performance metrics regularly, identifying areas for improvement and providing constructive feedback to employees
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
Quality Assurance Coordinator
Global Telesourcing Mexico, S. de R.L. de C.V.
01.2012 - 01.2013
- Coordinated trainings between sales teams with quality assurance agents
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Enhanced overall efficiency of the quality assurance process by streamlining workflows and documentation
- Improved product quality by implementing rigorous testing processes and protocols
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction
- Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production
- Executed quality improvement research and studies
Quality Assurance Agent
Global Telesourcing Mexico, S. de R.L. de C.V.
03.2011 - 01.2012
- Scored sales calls for all agents of Evergreen sales team
- Updated quality control standards, methods, and procedures to meet compliance requirements
- Improved product quality by implementing comprehensive testing procedures and documenting results
- Kept scripts and test cases updated with current requirements
- Streamlined QA processes for increased efficiency, resulting in reduced errors and faster product releases
- Improved quality processes for increased efficiency and effectiveness
- Championed a culture of continuous improvement by fostering open communication, encouraging feedback, and consistently striving for excellence in all quality assurance activities
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
- Developed and implemented quality assurance improvements
Sales Verifier
Global Telesourcing Mexico, S. de R.L. de C.V.
07.2010 - 03.2011
- Reviewed successful sales calls to assure that sales team met all requirements for a successful sale
- Identified potential areas of risk or fraud during the verification process, mitigating potential losses for clients and the company
- Improved verification accuracy by implementing thorough quality control processes and procedures
- Posted payments to accounts and maintained records
HR Generalist
Global Telesourcing Mexico, S. de R.L. de C.V.
06.2009 - 07.2010
- Assisted in hiring process, resume selection, and payroll
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures
- Optimized workforce planning by analyzing staffing needs and making data-driven recommendations for hiring or reorganization efforts
- Streamlined HR processes for increased efficiency and reduced administrative workload
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations
Education
Six Sigma Corporate Training Certificate -
Six Sigma Global Institute
Certificate in MAGIC Facilitation - Communications
Communico
Stamford, CTTraining and Development Certificate - undefined
Efectus Consultoria Y Capacitación
Ciudad de Mexico, CDMXAssociates - International Business and Commerce
Tecmilenio campus Las Torres
Monterrey, N.L.Skills
- Video Production
- Advanced Microsoft Office Proficiency
- Instructional Design
- New Hire Onboarding
- Course Scheduling
- Training Material Development
- Organizational Strategy
- Employee Development
- Trained Communication Facilitator
- Attendance Tracking
- Training Records Management
- Educational Planning
- Assessing Skill Gaps
- Fluent in English and Spanish
Timeline
Corporate Trainer
Celink
06.2021 - Current
Team Lead
Celink
01.2021 - 06.2021
BAR Associate
Celink
09.2019 - 01.2021
Quality Improvement Specialist
Austin Energy
04.2019 - 08.2019
Collection Agent
Municipal Services Bureau
01.2018 - 04.2019
Training Coordinator
Lean Visual Systems
12.2015 - 12.2017
Training Coordinator
Magna Electronics
06.2014 - 12.2015
Senior Supervisor
Global Telesourcing Mexico, S. de R.L. de C.V.
01.2013 - 06.2013
Quality Assurance Coordinator
Global Telesourcing Mexico, S. de R.L. de C.V.
01.2012 - 01.2013
Quality Assurance Agent
Global Telesourcing Mexico, S. de R.L. de C.V.
03.2011 - 01.2012
Sales Verifier
Global Telesourcing Mexico, S. de R.L. de C.V.
07.2010 - 03.2011
HR Generalist
Global Telesourcing Mexico, S. de R.L. de C.V.
06.2009 - 07.2010
Training and Development Certificate - undefined
Efectus Consultoria Y Capacitación
Associates - International Business and Commerce
Tecmilenio campus Las Torres
Six Sigma Corporate Training Certificate -
Six Sigma Global Institute
Certificate in MAGIC Facilitation - Communications
Communico
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