Miguel Estuardo Palacios Maldonado

International Experience
February 2025 – March 2025 | India

• Participated in the Trainer Certification process for the account launch in collaboration with TechMahindra.
• Adapted and adjusted the training program, including the development of a detailed activity schedule.
• Attended the graduation of the first team at the new center.

June 2023 – December 2023 | Honduras

• Certified as a Customer Service Agent and subsequently promoted to Trainer in Tegucigalpa.
• Worked as a Training Assistant alongside a U.S.-based Trainer.
• Conducted training and certification sessions for agents across two different sites in Honduras (Tegucigalpa and San Pedro Sula).

• Developed soft skills presentations to improve agent performance in achieving Customer Satisfaction (CSAT), Quality Assurance (QA), and Customer Service Academy goals.
• Conducted training sessions for IT departments, supervisors, and QA personnel.
• Provided targeted coaching to tenured agents on specialized topics such as number portability, corporate office procedures, refund processes, dealer support operations, and Lifeline services.
• Conducted training programs across multiple areas and brands, certifying agents through QA evaluations and intensive practice sessions.
• Supported trainers with onboarding groups, verified schedules, monitored attendance, and provided constructive feedback.

Customer Service Representative
3.5 years of experience in various telecom-related departments

• Started as a Tier 1 Agent, handling activations, payments, and promotional offers.
• Promoted to Tier 2 Technical Support, assisting customers with troubleshooting, device replacements, and resolving service issues.
• Advanced to Tier 3 Corporate Office Support, addressing complex cases such as refund processing, delayed order shipments, and international call disputes.

Sales Agent

• Prospected new clients and managed existing customer portfolios, focusing on customer retention and long-term loyalty.
• Closed sales deals, handled documentation and billing processes, and implemented sales strategies to meet and exceed targets.
• Organized team schedules and assigned tasks to optimize productivity and performance.

• Resolved issues related to networks and operating systems, ensuring continuous system performance.
• Performed physical hardware maintenance and managed software updates and system upgrades.
• Conducted staff training sessions to improve equipment handling and overall team efficiency.