Marcela Salguero
Ciudad Guatemala ,Guatemala
Summary
Experienced Training Leader with a strong background in teaching and developing teams. I was selected to travel to El Salvador to lead the training and onboarding for a new project launch, working closely with operations to ensure success. I am skilled in handling client meetings and using data analysis for weekly and quarterly business reviews, and I am always looking for opportunities to learn and grow.
Overview
1
1
Language
10
10
years of professional experience
Work History
Operations Training Team Leader, AI Program
Telus Digital
11.2024 - Current
- Monitored performance dashboards to identify gaps and adjust support strategies.
- Resolved escalated issues by coordinating with internal teams and maintaining.
- Improved team consistency by reinforcing feedback, accountability, and continuous process improvement.
- 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.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed trainer’s skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Data preparation and presentation for WBR and QBR.
- Weekly meetings with clients to review training and nesting progress.
Learning Services Specialist
Telus Digital
05.2023 - 10.2024
- Administered training enrollments, schedules, and attendance records with accuracy.
- Analyzed learning data to identify gaps and improve program delivery.
- Mentored team members on learning tools, documentation, and service standards.
- Conducted regular assessments of learner progress, using results to make targeted adjustments to instruction.
- Collaborated with colleagues to develop interdisciplinary learning initiatives for a comprehensive educational experience.
- Promoted a positive learning environment by establishing clear expectations and fostering open communication among students.
- Provided coaching and mentoring to employees.
Tech Support Representative
Telus Digital
09.2021 - 04.2023
- Resolved technical issues related to home services such as, internet, TV, and home phone.
- Guided customers through remote troubleshooting using clear, accurate support procedures.
- Documented cases in ticketing systems to maintain complete, consistent service records.
- Escalated unresolved incidents with detailed diagnostics and recommended next steps.
Customer service representative
Allied Global
10.2016 - 07.2021
- Assisted call-in customers with questions and orders. Responded to customer needs through competent customer service and prompt problem-solving. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Provided customers with detailed information on company products, services and materials.
Education
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Colegio Activo Bilingüe
Guatemala10.2016
Skills
- Calm and professional under pressure
- Courteous service mindset
- Understanding customer needs
- Building customer trust
- Responding to difficult customers
- Positive personality
- Issue resolution and complaint handling
- Patient and empathetic approach
- Proficiency in Microsoft Office and G Suite
- Computer proficiency
Languages
English
Timeline
Operations Training Team Leader, AI Program
Telus Digital
11.2024 - Current
Learning Services Specialist
Telus Digital
05.2023 - 10.2024
Tech Support Representative
Telus Digital
09.2021 - 04.2023
Customer service representative
Allied Global
10.2016 - 07.2021
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Colegio Activo Bilingüe