I have a year of experience as a Sales representative and as a Customer Service representative as a voice and email agent. After a year as an agent, I was promoted as a Product Trainer to teach incoming agents about the different processes of the account and was also tasked, since 2017, to handle Language training to support both production and non-production agents with their communication skills. For 2 years, I've also supervised the seasonal ramp for training and have handled over 100+ trainees and 5 AdHoc trainers at the same time. As a product trainer, I've learned to be intricate with the processes to ensure that everyone promotes first contact resolution and provides the accurate resolution. I've created a step-by-step tool that agents can follow to make sure that they will provide the correct resolution with minimal effort. As a language trainer, I know the importance being able understand and being understood. I was able to create a set of guidelines that agents follow to maximize comprehension and minimize the language barrier between the customer and the agent. I am looking forward to go back to being a representative and apply everything I've learned in a growing company.