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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. Utilizes FMEA and KPI analysis to identify risks and optimize processes. Reports executive-level metrics and mentors junior staff.
Training and Quality, Supervisor
Concentrix
2024-09 - 2025-10
Directed a team of trainers and quality analysts, ensuring high standards of operational performance. Applied FMEA methodologies to identify and mitigate risks, improving service quality. Managed performance dashboards and KPI optimization. Conducted executive reporting and strategic planning for training initiatives. Mentored staff to enhance skill development and retention.
Trainer II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training and managed the nesting (transition) phase for new hires. Facilitated onboarding programs to accelerate speed‑to‑proficiency. Utilized instructional design principles to create engaging learning materials. Monitored trainee performance and provided targeted coaching. Coordinated with operations to ensure alignment of training with business goals.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hire and operation agents, handling complex queries. Completed administrative tasks related to performance improvement and targeted coaching strategies. Acted as a knowledge hub, delivering best‑practice guidance. Analyzed performance data to identify training gaps and recommended corrective actions.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls, delivering first‑time resolutions and ensuring customer satisfaction. Documented interactions and escalated issues as needed. Utilized CRM tools to track case progress and performance metrics. Contributed to team targets through effective communication and problem‑solving.
Education
Bachelor in Psychology, UNICA - Managua (2021‑2025)
Languages
Español
fluent
English
intermediate
Last updated: 2 weeks ago