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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 a culture of excellence. Applied FMEA to identify operational risks and improve performance. Managed the design and delivery of training programs that accelerated speed‑to‑proficiency for new hires. Produced executive reports on KPI trends and training effectiveness. Mentored team members and facilitated continuous improvement initiatives.
Trainer II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training and managed the nesting (transition) phase for new agents. Facilitated onboarding to ensure rapid speed‑to‑proficiency, reducing time‑to‑productivity. Coordinated with operations to align training content with business goals. Monitored performance metrics and provided targeted coaching. Contributed to continuous improvement of training curricula.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hires and operational agents. Completed administrative tasks related to performance improvement and targeted coaching strategies. Acted as a knowledge resource, troubleshooting complex issues and guiding agents. Collected performance data to identify training gaps and recommend enhancements.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls and delivered first‑time resolutions for customers. Managed customer inquiries, escalations, and provided accurate information. Recorded interaction data for quality monitoring. Identified recurring issues and communicated insights to improve service processes.
Education
Psychology
Languages
English
fluent
Spanish
fluent
Last updated: 2 weeks ago