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3 ans d'experience

Competences

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 Operational Consistency

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 FMEA methodologies to identify risks and optimize performance. Reports executive metrics and mentors staff to enhance capabilities.

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 quality control processes and ensured alignment with corporate standards. Produced executive reports on KPI trends and coached team members to achieve targets.

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 develop curriculum and assessment tools. Monitored trainee performance and provided feedback to improve learning outcomes.

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. Acted as a knowledge resource, troubleshooting complex issues and guiding agents toward best practices.

Customer Service Representative

Webhelp

2022-09 - 2023-02

Handled inbound calls and delivered first‑time solutions to customers. Maintained high satisfaction scores through effective communication and problem‑solving. Documented interactions and escalated issues when necessary.

Formation

Psychology

Langues

English

fluent

Spanish