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Skills
Experience
Training and Quality, SR SUPERVISOR
Concentrix
2025-10 -
Designs impactful learning experiences and quality frameworks aligned with business objectives. Leverages performance insights to drive continuous improvement and operational consistency. Leads a team of trainers and quality analysts, fostering a culture of excellence and professional growth. Utilizes FMEA methodologies to identify risks and optimize performance. Reports executive metrics and mentors junior staff.
Training and Quality, SUPERVISOR
Concentrix
2024-09 - 2025-10
Directed a team of trainers and QA specialists, promoting excellence and professional development. Applied FMEA to identify operational risks and improve performance. Managed quality control processes and ensured consistency across training programs. Produced executive reports on KPI trends and training effectiveness. Mentored staff to enhance coaching capabilities.
TRAINER II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training and managed the nesting (transition) phase for new hires. Facilitated onboarding to ensure rapid speed‑to‑proficiency. Coordinated with subject matter experts to align curriculum with operational needs. Monitored trainee performance and provided targeted coaching. Contributed to continuous improvement of training materials.
SUBJECT MATTER EXPERT
Webhelp
2023-02 - 2023-08
Provided floor support to new hire and operation agents, handling tier‑II advisory tasks. Completed administrative tasks related to performance improvement and targeted coaching strategies. Analyzed performance data to identify coaching opportunities. Assisted in developing best‑practice guidelines. Supported team leaders in achieving service quality targets.
CUSTOMER SERVICE REPRESENTATIVE
Webhelp
2022-09 - 2023-02
Handled inbound calls and delivered first‑time solutions to customers. Maintained high satisfaction scores through effective problem solving. Documented interactions and escalated complex issues. Collaborated with cross‑functional teams to resolve service gaps. Contributed to KPI reporting on call handling metrics.
Education
Psychology
Languages
English
fluent
Last updated: 2 weeks ago