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Liliana
Family Care & Empowerment Associate
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Competencias
Demonstrated experience with Caregiver Onboarding & Support.
Demonstrated experience with Bilingual Communication (English/Spanish).
Demonstrated experience with Training & Development.
Demonstrated experience with Data Entry Accuracy.
Demonstrated experience with Localization Quality Assurance.
Educación
Idiomas
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Professional profile
Experiencia
Family Care & Empowerment Associate
Owned end-to-end caregiver lifecycle, serving as primary point of contact via phone, email, and text to guide families through onboarding, training milestones, and program requirements.. Managed active caseload of caregivers, coordinating care logistics including Start of Care (SOC) visits, training appointments, and ongoing family support.. Maintained accurate records and documentation within internal CRM systems, resolving family concerns and proactively removing onboarding bottlenecks.. Educated caregivers and families in both English and Spanish on program processes and resources, maintaining high caregiver engagement and satisfaction.
Data Assistant
Maintained and updated key database records across multiple systems to ensure timely access and data integrity.. Implemented standardized data entry best practices, increasing operational efficiency and significantly reducing record errors.. Collaborated with cross-functional teams to audit data consistency and streamline digital asset management.
Translation Specialist & AI Reviewer
Evaluated, reviewed, and edited AI-generated translations using software tools like LILT, Synthesia, and SDL Trados to ensure stylistic and phonetic accuracy.. Managed translation memories and glossaries across multiple languages, collaborating with subject matter experts to guarantee terminological consistency.. Partnered with project managers to execute fast-turnaround localization initiatives while adhering to strict quality guidelines.
Lead Training Specialist
Supervised and mentored up to 8 trainers, overseeing program delivery for 200+ employees and boosting workforce productivity by 10%.. Executed new onboarding curriculum that reduced initial training time by 30% and increased day-one readiness scores by 25%.. Lead Trainer – Cairo Start-Up (Mar 2020 – May 2020): Deployed gamified learning strategies to reduce onboarding time by 30% and certified virtual trainers to raise knowledge retention by 15%.. Lead Trainer – Gurgaon Start-Up (Jun 2019 – Jul 2019): Managed 4 trainers supporting a 100+ agent chat sales team, accelerating time-to-productivity by 25%.
Training Specialist
Developed comprehensive training programs across voice/chat customer service, retention, and sales teams, achieving 70%+ CSAT scores for new hires.. Analyzed performance metrics to refine evaluation frameworks, successfully decreasing early-stage employee attrition by 10%.
Customer Service Representative
Resolved an average of 30 complex customer inquiries daily with an 85%+ first-contact resolution rate.