Demonstrated experience with Team Leadership.
Demonstrated experience with Emotional Intelligence.
Demonstrated experience with Microsoft Excel.
Demonstrated experience with Tableau.
Western Union
Led a high-performing Quality team, achieving consistent performance excellence and over 90% employee satisfaction for 2+ years., Collaborated with 18 global stakeholders to align quality goals with company objectives and streamline communication., Designed and implemented an emotional intelligence and coaching program that increased productivity by 12%., Created a career development strategy that led to a 65% increase in team promotions within one year., Conducted interviews, reviews, and onboarding, hiring over 75% of the department monthly.
Western Union
Managed up to 20 direct reports, ensuring SLA/KPI achievement through team wellness and coaching., Initiated an innovation plan that boosted idea generation by 85%., Led cross-regional compliance and innovation projects that improved global operations.
Western Union
Led an innovation campaign that produced 60+ new process improvement ideas., Reduced AHT by 20% through Agile implementation., Conducted UAT during system migration to ensure stability., Facilitated company-wide workshops to embed a continuous improvement culture.
Industrial Engineering
High School Diploma
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Demonstrated experience with Process Innovation.
Amazon
Streamlined onboarding for 150+ CSRs by introducing innovative learning strategies., Created self-paced materials to support hiring peaks., Designed a trainer development plan that led to 40% internal promotions.
Amazon
Managed 30 team members while meeting all KPIs and SLAs., Implemented a performance feedback system that improved customer service quality., Facilitated 15+ problem-solving sessions, leading to 10 process enhancements.
Amazon
Consistently ranked among top performers in quality metrics (85%+)., Contributed to 5 innovation initiatives to improve workflow.
Hewlett-Packard
Delivered technical support for industrial printing solutions., Ensured timely and effective resolution of technical issues.
