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Competences
Experience
Training and Quality, Sr Supervisor
Concentrix
2025-10 -
Designs and implements high‑impact learning experiences and quality frameworks aligned with business objectives. Leverages performance insights and KPI data 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 and root‑cause analysis to identify risks and optimize processes.
Training and Quality, Supervisor
Concentrix
2024-09 - 2025-10
Directed a team of trainers and QA specialists, ensuring consistent delivery of training programs and quality standards. Applied FMEA methodologies to assess operational risks and improve performance metrics. Coordinated performance reporting and executive dashboards for senior leadership. Mentored junior staff and facilitated knowledge‑sharing sessions.
Trainer II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training modules and managed the nesting (transition) phase for new hires. Facilitated rapid onboarding to achieve speed‑to‑proficiency targets. Monitored trainee performance and provided targeted coaching to improve quality scores. Collaborated with operations to align training content with evolving business needs.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hires and operational agents, addressing performance gaps and coaching opportunities. Executed administrative tasks related to performance improvement initiatives. Analyzed call data to identify trends and recommend process enhancements. Served as a liaison between training and operations to ensure alignment of objectives.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound customer calls, delivering first‑time resolutions and maintaining high satisfaction scores. Documented interactions and escalated complex issues to appropriate teams. Utilized CRM tools to track performance metrics and identify improvement areas. Consistently met or exceeded service level agreements.
Formation
Psychology
Langues
Español
fluent
Derniere mise a jour: il y a 2 semaines