Training Expert
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I am a financial and project evaluator with over 2 years experience in the
BPO industry. My work focuses on the implementation of the model team-work and development through training initiatives.
Developed training manuals through video recordings with the main training processes, minimizing the usual errors in new trainers by 70%.
I've led over 10 NH waves with an avg attrition of less than 5%.
Worked with the TP innovation team by creating gamification activities to increase CSAT, resulting in a 40% improvement just in the first month.
Ran uptrainings addressed to specific business needs, positively impacting Soft Skills such as Bad News Delivery, Empathy,
Conflict resolution, Effective communication, among others.
Bilingual Customer Service Representative
Kept my metrics (CSAT and Pitch) above 98%.
Held and organized class session replacing the official trainer.
I was floor support assuring to reach the daily goals set.
I managed to keep the quality KPIs in green (above the goal: 90%)
I analyzed the FX Impact of the revaluation of accounts in foreign currency and generated action plans in this regard resulting in 20%
earnings up.
Best GPA in admission grades.
Student council member.
