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3 anos de experiência

Competências

Leadership Team Management Strategic Planning Executive Reporting Mentorship Quality & Training FMEA RCA Instructional Design Speed to Readiness Data Analysis KPI Optimization Performance Management Systems Coaching Continuous Improvement

Experiência

Training and Quality, Senior Supervisor

Concentrix

2025-10 -

Designs and implements 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 methodology to identify risks and optimize performance. Reports executive metrics and strategic recommendations to senior leadership.

Training and Quality, Supervisor

Concentrix

2024-09 - 2025-10

Directed a team of trainers and QA specialists, promoting a culture of excellence and professional development. Applied FMEA methodologies to identify operational risks and improve performance. Managed the design and delivery of training programs that accelerated speed‑to‑readiness for new hires. Monitored KPI trends and provided executive reporting on quality improvements.

Trainer II

Webhelp Legacy

2023-08 - 2024-09

Delivered specialized training and managed the nesting (transition) phase for new agents. Facilitated onboarding processes to ensure rapid speed‑to‑proficiency. Coordinated with subject matter experts to align training content with operational goals. Measured training effectiveness through KPI analysis and continuous feedback loops.

Subject Matter Expert

Webhelp

2023-02 - 2023-08

Provided tier‑II floor support to new hires and operational agents, handling performance‑related administrative tasks. Developed targeted coaching strategies to improve agent performance. Collaborated with training teams to refine learning materials based on performance data.

Customer Service Representative

Webhelp

2022-09 - 2023-02

Handled inbound calls and delivered first‑time resolutions for customers. Utilized CRM tools to document interactions and track issue resolution. Contributed to team KPIs by maintaining high satisfaction scores and adherence to service level agreements.

Formação

Psychology

Idiomas

English

fluent

Spanish