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Operations & Learning Development Specialist with 8+ years in Customer Service
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Competencies
Designed and updated training content for campaigns, new hires, and continuous improvement initiatives.
Led and developed teams in customer engagement, operations, and training roles, fostering skill enhancement and operational goals.
Facilitated customer service and sales training to improve team performance and client satisfaction.
Supported operational quality monitoring and provided actionable feedback for ongoing team development.
Applied data analysis and root cause methodologies to identify issues and develop solutions.
Education
Languages
Summary
Experienced in developing training programs, managing teams, and enhancing operational efficiencies within customer service environments.
Key Achievements
- Led the development and implementation of training materials for multiple campaigns across different roles.
- Managed teams to achieve continuous improvement and meet client objectives through targeted training and quality feedback.
- Facilitated new hire onboarding, uptraining, and skills development, ensuring all training sessions met internal and client standards.
Experience
Operations Manager
Generating training material for all new campaigns, Development of staff and agents for implementation of continuous improvement metric analysis, Renewal of material for lead gen, sales, customer service, appointment setting, surveys
Corporate Training Manager
Management of a team and development of all new campaigns training material and implementation, Skills transfer to agents ensuring constant improvement and client objectives are met and maintained, Management of all trainings and development of materials, Execution of operational and client...
Learning and Development Coordinator Nearshore North/ Operations Manager
Team development, problem-solving, and human relations to assure excellent customer service and sales skills, Facilitate New Hire trainings and ensure successful graduation according to internal and client’s expectations, Facilitate up trainings, meeting client deadlines and ensure that the goal...