Fenerose Miras

Experience

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  Conduent

  Sept 2013 - Aug 2019

  Having been certified by the client Instructor Certification Course, conducted training for about 20-25 new hires per class. Complete administrative tasks involving training such as preparation and hand-off which requires coordination with recruitment and operations. Provided coaching and feedback for class mentors and the class. Attended client meetings for updates and roll out of new processes. Evaluated transactions to ensure quality and attended both internal and client-facilitated calibrations to ensure consistency in scoring. Created learning plans for tenured agents as part of Continuing Education which are then rolled out through instructor lead deliveries and discussions. Show less

  • Senior Trainer

    Mar 2016 - Aug 2019

  • COPC Implementation Lead

    Dec 2017 - Jul 2018

  • Customer Care Team Lead - Chat

    Dec 2016 - Mar 2017

  • Customer Care and Product Trainer

    Sept 2014 - Mar 2016

  • Customer Care Specialist

    Sept 2013 - Nov 2014
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  Ninja Van

  Jul 2018 - Aug 2019

  Training and Quality Lead
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  Magellan Solutions Outsourcing Inc.

  Aug 2019 - now

  Implementation Manager