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Karla
Trainer
Contato
Competências
Demonstrated experience with Training Content Development.
Demonstrated experience with Onboarding & Facilitation.
Demonstrated experience with Learning Materials & Job Aids.
Demonstrated experience with Teaching and facilitation.
Demonstrated experience with SOPs & Process Documentation.
Formação acadêmica
Idiomas
Resumo
Trainer open to new opportunities
Experiência
Trainer
Designed and delivered onboarding and process training for customer service agents supporting corporate clients across North American and French-speaking markets.. Created and updated approximately 15 operational manuals, standard operating procedures (SOPs), scripts, and job aids to clarify workflows and support consistent service delivery.. Trained approximately 20 agents overall, including cohorts of 10–15; assessed performance through quality reviews, provided coaching, and reinforced process standards.. Supported procedure standardization for new campaigns and collaborated with operational stakeholders to keep training documentation accurate and usable.
Customer Service Agent
Managed approximately 20 service requests per day across about 15 corporate clients, coordinating follow-up with clients, vendors, and internal teams.. Used JDE and Inspyrus for purchase-order and invoice workflows, including tax calculations and PO/invoice matching; worked with IBM Maximo and IBM TRIRIGA in facility-service operations.
Instructor
Facilitate learning for educators in an interdisciplinary arts education diploma, drawing on didactics, arts, literature, and theatre.. Plan and deliver course content, explain complex concepts clearly, and adapt teaching approaches to learners’ needs and backgrounds.
English Teacher (B1 level)
Planned and delivered English lessons, developed practice activities, and supported learners’ language development through structured instruction and feedback.
International Department Manager
Coordinated international client journeys, appointments, service logistics, and communication among clients, clinical teams, and external partners; managed expectations and follow-up across cultures.