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Quality and Training Specialist with 10+ years of experience in customer support and process improvement
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Competencies
Performed evaluations to ensure adherence to service standards and recommended improvements.
Designed, updated, and facilitated training sessions and materials to improve new agent onboarding and team performance.
Managed customer inquiries with high first-call resolution rates, fostering positive client relationships.
Analyzed performance reports and provided insights to leadership to support data-driven decisions.
Demonstrated strong communication, empathy, problem-solving, and teamwork skills across roles.
Education
Languages
Summary
Experienced in process evaluation, staff training, and customer interaction management with a focus on continuous improvement and high-quality service delivery.
Key Achievements
- Increased customer satisfaction by 20% through process inspections and quality assessments.
- Reduced onboarding time by 10% by designing and updating training programs for new agents.
- Handled up to 90% of customer inquiries on the first call, maintaining high satisfaction levels.
Experience
Sr. Quality Evaluator
Performed process inspections and quality assessments to ensure compliance with service standards., Recommended corrective actions and improvement plans, increasing customer satisfaction by 20%., Analyzed performance reports and presented findings to leadership, aiding in data-driven decision-making., Coordinated targeted training sessions to reinforce best practices and reduce recurring errors.
Trainer II
Designed and updated training programs for new agents, reducing onboarding time by 10%., Implemented coaching and follow-up techniques to enhance knowledge retention and boost team motivation., Collaborated with supervisors to identify areas for improvement and foster a continuous improvement mindset., Developed interactive learning materials, increasing engagement and participation in training sessions.
Advisor II, Blended Support
Handled customer inquiries, resolving up to 90% of issues on the first call, thus achieving high satisfaction levels., Maintained detailed records of each interaction, improving case traceability and internal communication., Participated in loyalty initiatives, providing empathetic and professional service that strengthened client relationships.