Eliezer Peralta Paulino

• Co-developed and directed an English Readiness Course program with a success rate of 98% percent, resulting in more than 300 graduate, getting their first job as part of an initiative to open the doors for people who knew English but needed help refining their communication skills in the areas of Phonetics, Vocabulary, Grammar, Intonation Styles and Sentence Structure with focus on Soft Skills and Problem Solving.

• Trained and developed new personnel to provide support to new hires there after for the first 3 months of employment, guaranteeing the permanence and development in the company
• Developed innovative lesson plans to engage students in English language learning.
• Prepared and implemented lesson plans covering required course topics.
• Increased student motivation by providing timely feedback and recognizing individual achievements.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.

• Company Overview: ERC Global is a privately held, full-service business process outsourcer (BPO) specializing in providing customer experience solutions. They offer end-to-end contact center solutions and leverage technology to enhance customer interactions. ERC Global operates in multiple locations including the Dominican Republic, South Africa, Kenya, and the Philippines, with a strong focus on the nearshore market in Santo Domingo.

• In my position as a Product Trainer, outsourcing for domestic and international Finance companies. I have train and graduated 800 + new employees, specialized in the areas of Servicing, Soft Collections, Business Account Management and Credit Application Underwriting.

• As a Merchant Experience Trainer, I was in charge of training the personnel that works with merchant partners and customers applications for Loans Leasing and Retail Installment Agreements.
• As a Customer Service Trainer, I am in charge of training the Servicing team that assists former, current and new customer's requests.
• I developed a new Case Management and Customer Advocacy department for the DR division for one of our clients, responsible for managing escalations and advocate for customers with merchant partners.
• Collection Certification - Center for Business Solutions. (CBS) As a CBS certified trainer, I am not only able to train in soft collections but also assess certifications for a number of skills required when collecting from past due accounts in different delinquency stages.
• Other areas of assistance within the organization- In charge of recurring training for Information Security, Information Sharing Practices, Customer Privacy Notice, TCPA, Cease and Desist/Do-Not-Call Compliance, SCRA and MLA, Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF), Fair Credit Reporting Act, Gramm-Leach-Bliley Act (GLBA), among other regulations and compliance relevant to the company's policies in the Financial Sector and the evolving regulatory landscape of FinTech.

• I also function as acting supervisor when needed for the Customer Service, Collections, Customer Advocacy and Merchant Care departments.

• Promoted a positive learning environment through effective communication and motivational techniques.
• Optimized existing training programs to better align with company goals and objectives.
• Increased trainer productivity by establishing clear expectations and providing ongoing support.
• Mentored junior trainers, fostering their professional growth and development within the organization.
• Facilitated cross-departmental collaboration to ensure consistent training standards throughout the organization.
• Leveraged technology to enhance the overall effectiveness of delivered training content.
• Ensured compliance with regulatory requirements by conducting thorough audits of curriculum content.
• Boosted employee retention by conducting engaging and interactive training sessions.
• Promoted classroom safety, collaboration, and best practices.
• Improved student performance by defining clear goals and communicating performance metrics.
• Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.

• Specialized in the areas of residential and vacation housing in Santo Domingo and Punta Cana, DR.
• Negotiation, facilitation, and management of real estate transactions.
• Communication with clients to understand property needs and preferences.
• Management of all aspects of sales to finalize purchases and exceed customer expectations.
• Advisory for clients on market conditions and property value for informed decision-making.

• Provided customer service and billing for CITIZENS Bank customers.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.
• Self-motivated, with a strong sense of personal responsibility.

• In charge of interacting with First Data's clients, Merchants and Sales Reps, Providing support with stand-alone credit card terminals, training, activation and programming.
• Servicing Wells Fargo Bank, SunTrust Bank, Chase Bank and the (SMB) Small and Medium Business Group's Merchant Partners.

• Technical support agent providing support for TV service receiver devices.
• Providing education on the product and answering billing inquiries.
• Programming and troubleshooting assistance for existent and new customers acquired.
• Sales agent.

I am currently pursuing a BS in Industrial Engineering with International validity in Mexico, the USA, and the Dominican Republic.

I coursed 2 years of Business Administration before reevaluating career paths. Currently ongoing education in the field of Industrial Engineering.