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3 ans d'experience

Competences

Team Management Strategic Planning Executive Reporting Mentorship FMEA Root Cause Analysis Instructional Design Data Analysis KPI Optimization Performance Management Continuous Improvement Coaching Onboarding Quality Assurance Stakeholder Communication

Experience

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 data analysis and KPI optimization to monitor and enhance performance.

Training and Quality, Supervisor

Concentrix

2024-09 - 2025-10

Directed a team of trainers and QA specialists, promoting a culture of excellence. Applied FMEA methodologies to identify risks and optimize operational performance. Managed training programs and quality control processes, ensuring alignment with corporate standards. Delivered executive reporting on training outcomes and quality metrics.

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, improving time‑to‑productivity. Coordinated with subject matter experts to align curriculum with operational goals. Monitored trainee performance using KPI dashboards.

Subject Matter Expert

Webhelp

2023-02 - 2023-08

Provided tier‑II floor support to new hire and operation agents, handling performance improvement and targeted coaching strategies. Completed administrative tasks related to quality monitoring. Utilized data analysis to identify coaching opportunities and drive performance gains.

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. Recorded interactions and contributed to performance reporting. Collaborated with cross‑functional teams to resolve complex issues.

Langues

Español

fluent

English