Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alejandro Lares Barroso

.
Ulloa

Summary

Dynamic Coach and Team Manager at Foundever, skilled in advanced Excel and data analysis, enhanced team performance through innovative coaching strategies and quality assurance monitoring. Fostered customer loyalty by demonstrating empathy and professionalism, while optimizing workflows and driving KPI improvements. Developed insightful reports to elevate leadership decision-making and operational visibility.

Overview

3
3
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Coach / Team Manager

Foundever
01.2024 - Current
  • Enhanced team performance by developing and implementing effective coaching strategies.
  • Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement and procedure optimization.
  • Led and coached a team of customer service agents to meet and exceed performance targets (AHT, QA, CSAT, etc.)
  • Monitored call quality and provided feedback to improve communication, compliance, and resolution accuracy.
  • Collaborated on the creation of Monthly Business Review (MBR) and Bi-Weekly Business Review (BBR) reports to support leadership insights and performance visibility.
  • Developed a comprehensive deep dive report highlighting key customer interaction trends to improve client visibility and decision-making.
  • Built custom CRM trackers in Excel and Jira, enhancing task traceability, workflow visibility, and data accuracy across operations.
  • Conducted weekly data analysis on account-level productivity to identify trends, flag performance gaps, and recommend process improvements.


Costumer Service Agent

Foundever
08.2022 - 10.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.

Education

Bachelor of Science - Industrial Engineering

Universidad Tecnologico De Costa Rica
Cartago, Costa Rica
05.2001 -

High School Diploma -

St. Jude School
San Jose, Costa Rica
05.2001 -

Skills

  • Excel / Advanced Excel (Pivot Tables, Dashboards, Power Query)
  • Data Analysis
  • CRM Systems (Salesforce, Jira)
  • Quality Assurance (QA) Monitoring
  • Performance Management
  • KPI Tracking & Reporting
  • Workflow Optimization
  • Team Leadership
  • Coaching & Development
  • Effective Communication

Certification

CM - Certified Manager Certification

Timeline

CM - Certified Manager Certification

08-2024

Google Data Analytics Professional Certificate

07-2024

Coach / Team Manager

Foundever
01.2024 - Current

Costumer Service Agent

Foundever
08.2022 - 10.2023

Bachelor of Science - Industrial Engineering

Universidad Tecnologico De Costa Rica
05.2001 -

High School Diploma -

St. Jude School
05.2001 -

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Alejandro Lares Barroso.