Silvia Cristobal Hernandez
Customer experience specialist at Busbud- Claim this Profile
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French Full professional proficiency
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Spanish Native or bilingual proficiency
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English Native or bilingual proficiency
Topline Score
Bio
Patricia Gordon
Silvia is a brilliant training manager and would be an asset at any company. She successfully managed and coordinated multiple teams and projects, and each team member that worked for her, loved her. Silvia is eager to help, hungry to learn, has tremendous communication skills, and is a team player.
Renata Valle
I had the pleasure of working with Silvia in the customer experience team at Busbud. Silvia was responsible for my onboarding process, and it couldn't have been done with a better person. Leveraging her knowledge, patience, and didactics we became a strength and consistent team. Silvia became a key part of the success of the Customer Experience team, with an excellent sense of innovation, persistence, and problem-solving skills, she led and coached the outsourcing team ensuring excellent customer service. Always driven, she brings a positive outlook to every project and situation, using her communication and collaboration skills to meet goals. She is an extremely valuable asset in a company and it would be a delight to work with her again.
Patricia Gordon
Silvia is a brilliant training manager and would be an asset at any company. She successfully managed and coordinated multiple teams and projects, and each team member that worked for her, loved her. Silvia is eager to help, hungry to learn, has tremendous communication skills, and is a team player.
Renata Valle
I had the pleasure of working with Silvia in the customer experience team at Busbud. Silvia was responsible for my onboarding process, and it couldn't have been done with a better person. Leveraging her knowledge, patience, and didactics we became a strength and consistent team. Silvia became a key part of the success of the Customer Experience team, with an excellent sense of innovation, persistence, and problem-solving skills, she led and coached the outsourcing team ensuring excellent customer service. Always driven, she brings a positive outlook to every project and situation, using her communication and collaboration skills to meet goals. She is an extremely valuable asset in a company and it would be a delight to work with her again.
Patricia Gordon
Silvia is a brilliant training manager and would be an asset at any company. She successfully managed and coordinated multiple teams and projects, and each team member that worked for her, loved her. Silvia is eager to help, hungry to learn, has tremendous communication skills, and is a team player.
Renata Valle
I had the pleasure of working with Silvia in the customer experience team at Busbud. Silvia was responsible for my onboarding process, and it couldn't have been done with a better person. Leveraging her knowledge, patience, and didactics we became a strength and consistent team. Silvia became a key part of the success of the Customer Experience team, with an excellent sense of innovation, persistence, and problem-solving skills, she led and coached the outsourcing team ensuring excellent customer service. Always driven, she brings a positive outlook to every project and situation, using her communication and collaboration skills to meet goals. She is an extremely valuable asset in a company and it would be a delight to work with her again.
Patricia Gordon
Silvia is a brilliant training manager and would be an asset at any company. She successfully managed and coordinated multiple teams and projects, and each team member that worked for her, loved her. Silvia is eager to help, hungry to learn, has tremendous communication skills, and is a team player.
Renata Valle
I had the pleasure of working with Silvia in the customer experience team at Busbud. Silvia was responsible for my onboarding process, and it couldn't have been done with a better person. Leveraging her knowledge, patience, and didactics we became a strength and consistent team. Silvia became a key part of the success of the Customer Experience team, with an excellent sense of innovation, persistence, and problem-solving skills, she led and coached the outsourcing team ensuring excellent customer service. Always driven, she brings a positive outlook to every project and situation, using her communication and collaboration skills to meet goals. She is an extremely valuable asset in a company and it would be a delight to work with her again.
Credentials
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Standard First Aid, CPR and AED
Canadian Red CrossSep, 2019- Nov, 2024 -
AEC en Développement communautaire et relations interculturelles
Cégep Marie-VictorinJan, 2017- Nov, 2024
Experience
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Busbud
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Canada
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Travel Arrangements
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1 - 100 Employee
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Customer experience specialist
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Oct 2018 - Present
▪Identify skills or knowledge gaps that need to be addressed on the agents▪Mapping out training plans and schedules, designing and developing training programs▪Conduct organization-wide training and coaching for the agents onboarding & continued training▪Design & develop 1:1 coaching sessions and workshops with the agents remote▪Monitor email support to provide users with high-level support▪Identify and escalate issues in order to prioritize and fix live issues.▪Be aware of live content in the website and app.▪Answer to customers request and inquiries via email and chat. Provide customers with quotes and product knowledge.▪Build relationships with customers to understand short and long term community goals.
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TD
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Canada
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Banking
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700 & Above Employee
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Credit Specialist
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Oct 2017 - Feb 2018
▪Manage large amounts of incoming calls, generate sales leads Identify and assess customers’ needs to achieve satisfaction.▪Provide information by using the right methods/tools while providing great customer service.▪Achieve assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner▪ Identifies cross sell opportunities, prepares credit approval packages, annual reviews, renewals of credit, client credit proposals and coordination of document preparation and closings. ▪Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.▪ Coordinates credit and loan portfolio administration support such as monitoring past dues, document exceptions, collateral value monitoring, and covenant compliance.
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Crossroads International | Carrefour International
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Canada
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Civic and Social Organizations
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1 - 100 Employee
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International Volunteer
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Jun 2017 - Sep 2017
▪ Set up a market gardening area in the Vogan community;▪ Install and maintain farm cages, fish ponds and the market gardening perimeter;▪ Promote the agroecology model with local development actors (town hall, NGOs, schools, etc.);▪ Recruit 150 young people, including 95 men and 55 women, to participate in a training program in agroecology and entrepreneurship;▪ To sensitize these 150 young men and women on the integrated agro-ecological model;▪Enhance an image box (educational resource) for young farmers.
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Upclick
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Canada
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Technology, Information and Internet
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1 - 100 Employee
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Monitoring And Evaluation Specialist
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Jan 2017 - Jun 2017
▪Monitor call recordings and provide effective and efficient compliance, audit & quality assurance services that support business/consumer activities.▪Ensure all process and guidelines for successful call quality are followed.▪ Report call quality trends to Management.▪ Study and analyze call statistics to proactively recommend improvements in the coaching sessions. ▪Monitor call recordings and provide effective and efficient compliance, audit & quality assurance services that support business/consumer activities.▪Ensure all process and guidelines for successful call quality are followed.▪ Report call quality trends to Management.▪ Study and analyze call statistics to proactively recommend improvements in the coaching sessions.
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24-7 Intouch
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Canada
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Team Supervisor
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Jan 2015 - Feb 2016
▪Provide front line direction to Customer Service Representatives, ensuring quality service is provided.▪Ensure that payroll information is correct for my team of CSR.▪Promote professional and personal development by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs.▪Ensure ongoing communication between other departments.▪Handle and escalate complaints via telephone or computer system.▪ Actively listen to employees and provide them coaching.▪ Analyze and investigate all claims received pertaining to service/product concerns.▪ Report operations manager and client.
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Youth Care Worker
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Aug 2013 - Jun 2014
To ensure the first contact with usersTo define the optimal support path, planing, organizing and evaluating the user situation and needs.Assessment of client’s situations. Providing advice and assistance resources. To ensure the first contact with usersTo define the optimal support path, planing, organizing and evaluating the user situation and needs.Assessment of client’s situations. Providing advice and assistance resources.
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MAPFRE
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Spain
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Insurance
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700 & Above Employee
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Environmental Health Safety Specialist
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Mar 2011 - Apr 2013
▪ Responsible for the training programs in Madrid.▪ Deliver training programs to employees on issues of environmental protection or workplace safety. ▪ Prepare health and safety strategies and developed internal policy. Carried out risk assessments and considered how risks could be reduced, check policies and procedures are being properly implemented. ▪ Develop, implement and evaluate health and safety programs and strategies for different companies; ▪ Responsible for the training programs in Madrid.▪ Deliver training programs to employees on issues of environmental protection or workplace safety. ▪ Prepare health and safety strategies and developed internal policy. Carried out risk assessments and considered how risks could be reduced, check policies and procedures are being properly implemented. ▪ Develop, implement and evaluate health and safety programs and strategies for different companies;
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Education
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2020 - 2021
Cégep de Rivière-du-Loup
Attestation d'études collégiales, Coopérant interculturel -
2012 - 2013
Universidad Francisco de Vitoria
Master's degree, Occupational Health and Industrial Hygiene -
2010 - 2011
Universidad Autónoma de Madrid
Master's degree, Ethnic, Cultural Minority, Gender, and Group Studies -
2006 - 2010
Universidad Complutense de Madrid
Bachelor's degree, Social Work -
2004 - 2006
IES virgen de la paloma
College, Occupational Safety and Health Technology/Technician
Community
