Experience

• 

  Sutherland

  Nov 2015 - Jun 2024

  ● Position: Quality Analyst Conduct one on one coaching sessions with agents, audit and analyze calls to ensure policies are being upheld, call mining to produce weekly reports, create action plans to drive performance. ● Position: Consultant/ Customer Service RepProvide exceptional customer service via telecommunication. Uphold company's policy, protect customer's account details while providing relevant options and alternatives to resolve customer's concerns.

  • Quality Analyst

    Nov 2017 - Jun 2024

  • Customer Service Representative

    Nov 2015 - Oct 2017
• 

  Iterum connections | bpo | contact center | outsourcing

  Aug 2022 - now

  Deliver dynamic training lessons across the project to a diverse learning audience. Ensure effective knowledge transfer via an assortment of teaching techniques, assessment tools and continuous improvement opportunities. Perform training needs analysis, training design and material development. Standardize training modules - ensuring alignment with new process releasesCollaborate with Quality team and management across sites to identify learning gaps and develop LEAN, solution oriented and measurable training. Show less

  • Training Specialist

    Jun 2024 - now

  • Quality Assurance Specialist

    Aug 2022 - Jun 2024