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Fernanda
Training & Knowledge Management Specialist at Accenture
Contato
Competências
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.
Formação acadêmica
Idiomas
Resumo
Experienced in training development, knowledge management, and quality assurance across leading companies like Accenture, Amazon, and Concentrix. Skilled in enhancing team performance and operational excellence.
Principais conquistas
- Led onboarding and continuous training programs, enhancing new agent integration and performance.
- Developed comprehensive training materials and knowledge documentation, streamlining knowledge transfer.
- Collaborated across teams to improve training effectiveness and knowledge retention.
- Reviewed and resolved complex fraud cases at Amazon, ensuring policy compliance with high accuracy.
- Implemented performance improvement plans and KPI dashboards to enhance agent performance at Concentrix.
Experiência
Instructor Analyst / Training & Knowledge Management Specialist
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.
Fraud Detection Specialist
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 Specialist
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).