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Competências
Experiência
Training and Quality, Sr Supervisor
Concentrix
2025-10 -
Designs impactful learning experiences and quality frameworks aligned with business objectives. Leverages performance insights to drive continuous improvement and operational consistency. Leads a team of trainers and quality analysts, fostering a culture of excellence and professional growth. Utilizes FMEA methodologies to identify risks and optimize performance. Reports executive metrics and mentors staff to enhance speed‑to‑readiness.
Training and Quality, Supervisor
Concentrix
2024-09 - 2025-10
Directed a team of trainers and QA specialists, promoting a culture of excellence. Applied FMEA to identify operational risks and improve performance. Managed instructional design projects and ensured alignment with global business goals. Delivered executive reporting on KPI trends and training effectiveness. Mentored junior staff and facilitated continuous improvement initiatives.
Trainer II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training and managed the nesting (transition) phase for new hires. Facilitated onboarding to ensure rapid speed‑to‑proficiency. Coordinated with subject matter experts to align curriculum with operational needs. Monitored trainee performance using KPI dashboards and provided targeted coaching. Contributed to continuous improvement of training materials.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hire and operation agents. Completed administrative tasks related to performance improvement and targeted coaching strategies. Analyzed performance data to identify skill gaps and recommended corrective actions. Collaborated with training team to refine learning modules. Ensured consistent service quality across the operation.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls and delivered first‑time solutions to customers. Recorded interactions and escalated complex issues to higher‑level support. Utilized CRM tools to track customer satisfaction metrics. Contributed to team KPI targets through effective problem solving. Provided feedback to improve service scripts and processes.
Formação
Psychology
Idiomas
English
fluent
Última atualização: há 2 semanas