Fernanda - Training & Knowledge Management Specialist at Accenture

Designs and implements effective training programs to improve team skills and knowledge.

Creates and maintains documentation to ensure easy access to critical information.

Monitors and evaluates agent performance to drive continuous improvement.

Works effectively across teams to achieve common goals and enhance operational efficiency.

Functional leadership of onboarding and continuous training for new and tenured agents.. Development and maintenance of training materials and knowledge documentation.. Tracking of knowledge assessments, readiness, and compliance, with insights shared with leadership.. Individual and group coaching to improve accuracy, efficiency, and operational results.. Primary point of contact for process inquiries, coordinating clarifications with internal stakeholders.

Review and resolution of complex fraud cases and escalations, ensuring policy compliance.. High-accuracy analysis, documentation, and confidential data handling.. Cross-functional collaboration to resolve high-impact customer issues.

Quality monitoring and structured coaching to improve agent performance.. Implementation of performance improvement plans using methodologies such as STAR.. Preparation of KPI dashboards and performance reports.. Support in process/tool rollouts and improvement programs (Grow Your Metrics).