Product Learning Specialist II at Alorica Teleservices Incorporated (2025-02 – Present)
- Managed Google Store order management operations by overseeing training standards across the order lifecycle, including pre-orders, checked-out statuses, cancellations, delivery tracking, and return-to-sender workflows.
- Conduct comprehensive training needs analysis (TNA) to identify performance gaps, aligning training programs with business objectives and employee development needs.
- Design, develop, and implement standard operating procedures (SOPs) to streamline order processing and training workflows while maintaining high instructional quality.
- Establish and manage real-time KPI dashboards using data visualization tools to track trainer performance, learner progress, and order handling accuracy.
Product Learning Specialist at Alorica Teleservices Incorporated (2022-01 – 2025-02)
- Facilitated discussions tailored specifically to adult learning styles, training team members on handling complex e-commerce order stages, buyer's remorse claims, and standard return processes.
- Ensure customer satisfaction and retention by providing proactive coaching and feedback on order status navigation and fulfillment resolution.
- Manage and analyze order management performance data to implement targeted interventions and workflow improvements.
- Collaborate with senior leadership to identify and execute process optimization strategies across customer support channels.
Customer Service Representative at Alorica Teleservices Incorporated (2020-12 – 2022-01)
- Diagnosed and resolved complex customer inquiries while managing high-volume interactions across multiple channels.
- Maintained strict adherence to key performance indicators (KPIs) and rigorous quality standards.
- Applied advanced communication techniques to convert negative business perspectives into positive outcomes.
