Ileana

Network Manager

Scheduled and routed service visits, and followed open tickets in Freshdesk until each job was done on time and to standard.. Ran a network of 4 service providers covering about 300 properties across Minnesota for a US property maintenance client.. Kept service records, provider communication and operational updates current in Salesforce and Google Sheets.. Reviewed completed work orders, processed billing and posted payments.. Recruited, credentialed and onboarded providers, and trained them on the Lumberjack app and our SOPs.. Main English/Spanish point of contact between providers and the client team.

Learning & Development Lead

Worked with 8 to 10 supervisors and 2 operations managers to plan and follow up on development initiatives.. Analyzed KPI, QA, CSAT and WFM reports to spot performance gaps, and presented findings and action plans to management.. Reviewed supervisors' coaching sessions and gave them feedback to sharpen their coaching.. Built training materials and case studies, and handled L&D payroll updates (absences, incidents, schedule changes).

Trainer

Trained new-hire classes of 20 to 30 agents on product knowledge and call handling, through their move to the floor.. Designed improvement plans with the operations team that raised CSAT and brought call times down.

Device Recovery Agent

Coordinated the return of home sleep test kits: scheduled UPS pickups, tracked shipments and arranged extensions with patients.

Customer Service Agent