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Skills
Experience
Training and Quality, Senior 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 staff to enhance readiness and customer satisfaction.
Training and Quality, Supervisor
Concentrix
2024-09 - 2025-10
Directed a team of trainers and QA specialists, promoting a culture of excellence. Applied FMEA risk analysis to improve operational performance. Managed performance dashboards and KPI optimization. Coordinated instructional design and speed‑to‑readiness initiatives for new hires. Delivered executive reporting on training outcomes and quality metrics.
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. Utilized instructional design principles and performance data to refine training modules. Collaborated with operations to align training with business goals. Monitored trainee performance and provided targeted coaching.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hire and operation agents. Completed administrative tasks related to performance improvement and targeted coaching strategies. Analyzed performance data to identify coaching needs. Assisted in developing best‑practice guidelines and quality standards. Contributed to continuous improvement initiatives.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls and delivered first‑time solutions to customers. Managed customer inquiries, complaints, and escalations. Utilized CRM tools to document interactions and track resolutions. Achieved high satisfaction scores through effective communication and problem‑solving. Supported team metrics by meeting call handling and quality targets.
Education
Psychology
Languages
English
fluent
Last updated: 2 weeks ago