Developed training for new agents, created educational materials, implemented interactive methodologies, collaborated with operations for KPI adherence, and provided bilingual support.

Designed and implemented training programs for new BPO agents, focusing on product knowledge, service skills, and compliance. Recognized as Game Changer in June.

Handled complex cases with empathy and efficiency, maintained high quality standards, and provided tailored assistance in English and Spanish.

Delivered customer service for a US company, enhanced processes, addressed inquiries, and surpassed metrics like CSAT, QA, AHT, and FCR.

Directed curriculum development, planned language skill enhancement, and used digital tools for interactive learning.

Led educational processes, developed curricula, coordinated teaching teams, and implemented digital tools and gamification.