Dedicated training professional with over 5 years of experience in program development, quality evaluation, and coaching at CONCENTRIX. Skilled in creating engaging modules, conducting assessments, and supporting client needs through innovative training methods.
Led training sessions, designed modules, and implemented coaching methods such as peer-to-peer and triads.
Assessed training effectiveness and supported QA/QE trend analysis to inform performance improvements.
Handled customer interactions, contributed to call handling structures, and supported operational roles.
Conducted trend analysis, reported on operational metrics, and utilized raw data for strategic insights.
CONCENTRIX
Training expertise and flexibility (focused on learning and personality types), Implementation of several various coaching types, Acquired quality evaluation skills, Understanding of training requirements based on operations needs and insights
CONCENTRIX
Customer service and call handling structures experience, Support role experience, Adapted and successfully fulfilled additional responsibilities
CONCENTRIX
Created refresher modules taking in count QA/QE trends, Structured and executed action plans, Supported multiple healthcare clients, Planning and class projection aligning with capacity plan, Trend analysis and reporting with raw data as main source
Degree of Publicist
Degree of Spanish and Foreign Languages
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Utilized Excel, Word, and PowerPoint extensively for training, reporting, and documentation purposes.
