Christian Omar Pimentel Rodriguez
Call Center Advisor, Subject Matter Expert (SME) & Team Leader Trainee
Ensanche Ozama,01
Summary
Dynamic Subject Matter Expert and Team Leader Trainee at Concentrix, adept at training and mentoring teams to enhance performance. Leveraged strong analytical skills to streamline processes, achieving significant efficiency improvements. Recognized for resolving complex customer issues with empathy, fostering loyalty and repeat business. Committed to quality auditing and strategic thinking for continuous growth. Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Subject Matter Expert (SME) & Team Leader Trainee
Concentrix
Santo Domingo Este, Provincia de Santo Domingo
12.2020 - Current
Concentrix | UnitedHealthcare Project
Santo Domingo Este, RD | Dec 2020 - May 2025
Call Center Advisor (2020-2022)- Customer service in healthcare, managing calls and resolving tickets.- Applied HIPAA regulations consistently.- Recognized as Employee of the Month (3 times in 2022).
Subject Matter Expert - SME (2023-Present)- Resolved complex tickets and supported over 50 agents.- Call audits using Qualtrics, Qfinity, Nexidia.- Oversaw course completion compliance in LearningSources.- Awarded Employee of the Year (2023, 2024).
Team Leader Trainee (2023-2025)-
Temporarily led 5 teams, achieving 93% UES and 78% NPS.- Conducted coaching and KPI tracking.- Promoted HIPAA compliance operationally.- Served in this role on at least 5 occasions
- Mentored junior team members, contributing to their professional growth and development.
Education
Certificate of Technical Studies - Information Technology
Instituto Tecnológico Las Américas (ITLA)
Santo Domingo, Dominican Republic 09.2023 - Current
Skills
Training and mentoring
Strategic thinking
Creative solutions
Strong analytical skills
Leadership
Quality Auditing
Ticket Resolution
HIPAA Compliance
Coaching
Customer Support
Accomplishments
- Employee of the Year: 2023, 2024
- Employee of the Month: 3 times in 2022
- Consistent improvement in customer satisfaction metrics
- Supervised training compliance for 50+ agents
Timeline
Certificate of Technical Studies - Information Technology
Instituto Tecnológico Las Américas (ITLA)
09.2023 - Current
Subject Matter Expert (SME) & Team Leader Trainee
Concentrix
12.2020 - Current
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