Experienced in quality assurance, team coaching, and process optimization, with a strong track record of enhancing service quality and team performance in dynamic environments.
Skilled in guiding teams to improve performance, fostering professional development, and motivating staff to achieve operational goals.
Proficient in developing quality standards, monitoring compliance, and implementing improvements to enhance service delivery.
Experienced in designing and delivering effective training programs to optimize team skills and knowledge.
Capable of analyzing issues swiftly and devising practical solutions to ensure operational continuity.
Dynamic Answering Services
Oversee and manage the daily operations of the Quality Assurance and Training departments.. Review and resolve quality-related disputes in a timely and consistent manner.. Coach, mentor, and provide ongoing performance feedback to agents and Quality Assurance Analysts.. Review, validate, and evaluate Quality Assurance assessments to ensure accuracy and adherence to standards.. Conduct weekly calibration sessions with the Quality Assurance and Operations teams to ensure consistent evaluation standards and alignment on quality expectations.. Analyze quality performance data and identify trends, gaps, and improvement opportunities.. Prepare and deliver detailed weekly, biweekly, and monthly quality and performance reports to management.. Travel as required to deliver in-person training for new hires at global sites and support cross-location onboarding initiatives.. Deliver comprehensive product training sessions to groups of 5 to 30 new hires, ensuring knowledge retention and readiness for production.
Dynamic Answering Services
Completed data entry tasks with accuracy and efficiency.. Organized, sorted, and checked input data against original documents.. Sorted documents and maintained organized filing process.. Verified accuracy of data entered into system to produce error-free reports.. Managed invoicing and payment processing operations.. Processed customer invoices, credit memos and payments within established timelines.. Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
High School Diploma
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Teleperformance
Identified areas for improvement within existing training programs using data-driven evaluations, leading to enhanced performance outcomes across multiple departments.. Trained internal subject matter experts who then provided localized support in their respective regions or departments, expanding knowledge dissemination throughout the organization.. Designed and administered competency tests to evaluate trainee mastery, providing actionable insights for targeted coaching opportunities.. Conducted regular assessments of individual progress, providing constructive feedback and personalized coaching to foster continuous improvement.. Delivered tailored training sessions for various roles within an organization to maximize relevance and effectiveness.. Mentored new hires, resulting in stronger staff development and increased productivity.. Facilitated virtual, in-person and blended learning sessions.. Provided coaching and mentoring to employees.. Analyzed and evaluated training effectiveness and program outcomes.. Established and maintained quality control standards.. Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.. Trained and mentored new personnel hired to fulfill various roles.
Direct English Academy
Developed innovative lesson plans to engage students in English language learning.. Prepared and implemented lesson plans covering required course topics.. Planned dynamic lessons to increase student comprehension of books and literary concepts.. Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.. Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
