Training & Customer Experience Specialist
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I bring nearly a decade of experience in the customer service and contact center industry, having started my career in 2015 as a Customer Service Agent and progressively advancing into Supervisor, Trainer, and Training Coordinator roles.
Throughout my career, I have developed strong expertise in team leadership, training delivery, onboarding, performance coaching, and content development. I have supported multiple campaign launches across banking, insurance, and social media accounts, collaborating closely with clients and cross-functional teams to design effective training strategies and improve operational performance.
My experience includes facilitating training sessions for new hires and tenured employees, creating engaging learning materials tailored to different learning styles, monitoring performance metrics, and supporting continuous improvement initiatives in fast-paced environments. I have also contributed to recruiting and onboarding processes, including candidate screening, interviews, employee referrals, and new hire support.
After serving as a Training Coordinator, I chose to transition back into a hands-on Training role to continue strengthening my expertise in facilitation, learner engagement, and professional development. This decision reflects my commitment to continuous learning and long-term career growth.
In addition to my operational background, I hold two degrees in Photography earned in Ireland, with a focus on artistic and commercial photography. My creative background has strengthened my attention to detail, communication skills, adaptability, and ability to connect with people from different perspectives, qualities that positively influence both my training style and customer-focused approach.
I am a proactive, adaptable, and results-oriented professional who thrives in dynamic environments and is passionate about helping teams grow, improve performance, and deliver exceptional customer experiences.
Results CX | Monterrey, Mexico
2023 – 2026
Delivered training sessions for new hires and upskilling programs across multiple campaigns
Developed and adapted training materials to meet different learning styles
Supported onboarding processes, improving agent readiness and performance
Collaborated with operations and QA teams to align training with business goals
Recruiting Support Specialist (Cross-functional Role)
Coordinated and executed recruitment activities in alignment with business needs
Managed the employee referral program and tracked participation
Maintained accurate candidate records using recruiting systems
Conducted candidate screening, interviews, and evaluations using structured methods
Partnered with Recruitment teams to support hiring across multiple campaigns
Supported the development and improvement of onboarding processes for new hires, ensuring a smooth and effective first-day experience
Teleperformance | Monterrey, Mexico
2017 – 2023
Oversaw training operations and coordinated multiple training programs
Partnered with clients and internal stakeholders to align training strategies with business needs
Monitored training effectiveness and implemented improvements
Facilitated training sessions for new hires and existing employees
Designed engaging training content to enhance learning retention
Managed team performance, coaching agents to meet and exceed KPIs and CSAT
Provided real-time feedback and performance evaluations
Improved team productivity and customer satisfaction
Delivered bilingual customer support in a high-volume environment
Maintained strong customer satisfaction and performance metrics
Stillorgan College of Further Education, Dublin, Ireland
St. Kevin’s College, Dublin, Ireland
