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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 and professional development. Applied FMEA methodologies to identify operational risks and improve performance. Managed the design and delivery of training programs tailored to business goals. Monitored KPI trends and provided executive reporting on quality outcomes. Facilitated continuous improvement initiatives across the organization.
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, improving time‑to‑productivity. Coordinated with subject matter experts to align curriculum with operational needs. Monitored trainee performance and provided targeted coaching. Contributed to the development of instructional materials and quality standards.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hire and operation agents, addressing performance gaps. Completed administrative tasks related to performance improvement and targeted coaching strategies. Acted as a knowledge resource, troubleshooting complex issues and guiding agents. Utilized data analysis to identify trends and recommend process enhancements. Contributed to the development of best‑practice documentation.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls, delivering first‑time solutions and ensuring high customer satisfaction. Documented interactions and escalated issues when necessary. Applied problem‑solving techniques to resolve complex inquiries. Maintained performance metrics such as average handling time and resolution rate. Collaborated with team members to share knowledge and improve service quality.
Education
Psychology
Languages
English
fluent
Last updated: 2 weeks ago