Lizzete - Operations & Learning Development Specialist with 8+ years in Customer Service

Tijuana, Baja California, Mexicoen

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.

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Resumen

Experienced in developing training programs, managing teams, and enhancing operational efficiencies within customer service environments.

Logros Clave

Facilitated new hire onboarding, uptraining, and skills development, ensuring all training sessions met internal and client standards.

Habilidades

Training Material DevelopmentAdvanced

Designed and updated training content for campaigns, new hires, and continuous improvement initiatives.

Team Leadership & ManagementAdvanced

Led and developed teams in customer engagement, operations, and training roles, fostering skill enhancement and operational goals.

Customer Service & Sales SkillsAdvanced

Facilitated customer service and sales training to improve team performance and client satisfaction.

Quality Improvement & FeedbackIntermediate

Supported operational quality monitoring and provided actionable feedback for ongoing team development.

Experiencia

Operations Manager

Cybercity

July 2020 - July 2023

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

Customer Engagement Services (CES)

May 2015 - July 2020

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

Teleperformance

2010 - August 2015

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...