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3 anos de experiência

Competências

Leadership Team Management Strategic Planning Executive Reporting Mentorship Quality & Training FMEA Root Cause Analysis Instructional Design Speed to Readiness Data Analysis KPI Optimization Performance Management Systems Coaching Operational Consistency

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 junior staff.

Training and Quality, Supervisor

Concentrix

2024-09 - 2025-10

Directed a team of trainers and QA specialists, promoting excellence and professional development. Applied FMEA to identify operational risks and improve performance. Managed the design and delivery of training programs that accelerated speed‑to‑readiness for new hires. Produced executive reports on KPI trends and training effectiveness. Coordinated cross‑functional initiatives to ensure consistency across sites.

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. Monitored trainee performance and provided targeted coaching. Collaborated with operations to align training content with business goals. Contributed to continuous improvement initiatives through data‑driven feedback.

Subject Matter Expert

Webhelp

2023-02 - 2023-08

Provided tier‑II floor support to new hires and operational agents. Completed administrative tasks related to performance improvement and targeted coaching strategies. Acted as a knowledge hub for best practices and process guidelines. Analyzed performance data to identify coaching opportunities. Assisted in the development of quality standards and documentation.

Customer Service Representative

Webhelp

2022-09 - 2023-02

Handled inbound calls and delivered first‑time solutions to customers. Maintained high satisfaction scores through effective problem solving. Documented interactions and escalated complex issues as needed. Utilized CRM tools to track customer inquiries and outcomes. Contributed to team targets by meeting call handling and resolution metrics.

Formação

Psychology

Idiomas

English

fluent

Spanish