I led teams, implemented action plans to improve performance and customer experience, ensured compliance with quality standards and HIPAA regulations, and promoted agents to administrative and leadership roles.

Supervision of a bilingual team of 20 agents, analysis of KPIs (FCR, NPS, AHT, Quality), coaching, talent development and optimization of Salesforce for operational control.

I reduced operational vacancies through effective recruitment strategies, updated job descriptions, and supported performance management and career planning processes using NineBox.

Comprehensive management of recruitment and selection processes, structured interviews, onboarding coordination and support in succession and career plans.

I analyzed and interpreted psychometric tests in recruitment, used statistical software (JASP), and collaborated on mental and sexual health studies, contributing to academic articles.

Support in academic research, emphasis on data analysis and psychometric testing for selection processes and organizational evaluation.