Henry Aldair Merlos
Houston,TX
Summary
Professional trainer with strong background in developing and delivering effective training programs. Skilled in instructional design, curriculum development, and performance assessment. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, flexibility, and fostering positive learning environment.
Overview
4
4
years of professional experience
Work History
Trainer for Quality Assurance and Training
Harris County Toll Road Authority
01.2023 - Current
- Led classroom and nesting sessions across multiple locations in Houston and Austin to train new hires and current agents on updated policies and procedures.
- Developed and facilitated research and role-play training to help agents apply skills, identify improvement areas, and receive coaching from trainers and peers.
- Designed and delivered cross-training programs enabling customer service agents to support multiple functions, including Collections, Call Center, and Back Office Support (BOS).
- Mentored trainers to enhance coaching effectiveness and improve the quality of support provided to customer service agents.
- Monitored and evaluated agent performance across departments, ensuring adherence to policies, procedures, and professional communication standards.
- Streamlined account data collection processes to create standardized “data sheets,” providing agents with hands-on practice opportunities during training.
Customer Service Representative
Harris County Toll Road Authority
01.2022 - 01.2023
- Worked with customers to educate people about the Harris County toll and how EZ Tag could benefit them, as well as handling payments to ensure any due balance is collected. Options offered to those who needed a little extra help, as well as updating accounts to ensure that everything at the customer's end is current. Volunteering to help with training classes in 2023 to get them ready to help clientele with the proper policies and procedures.
Education
Associate of Science - Biochemistry
Lone Star College
Houston, TX05-2020
Skills
- Creative and analytical problem-solving
- Technical troubleshooting for systems and applications
- Adaptive training based on individual learning needs
- Excellent interpersonal and self-management skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Trainer for Quality Assurance and Training
Harris County Toll Road Authority
01.2023 - Current
Customer Service Representative
Harris County Toll Road Authority
01.2022 - 01.2023
Associate of Science - Biochemistry
Lone Star College