Regional Head of Student Services

• Jul 2021 - Present

Responsible for the development, effectiveness, service quality and management of student services for Guatemala and El Salvador.

Coordinadora de Programas Incompany

• Nov 2018 - Jul 2021

Manager

• Mar 2016 - Nov 2018

- Perform operational and managerial duties- Develop strategies to improve performance to the desired KPIs- Motivate staff to meet individual and team goals for customer satisfaction- Rewarded as Manager of the Semester (2017 & 2018)

Trainer

• 2015 - 2017

-Train new hires and tenure agents in service processes, developing individual coaching plans, providing resources and assistance.- Responsible to evaluate competency levels of trainees so that they can work with customers with different knowledge and skill levels.- Improved training effectiveness by developing new approaches and techniques. - Onboard new hires and train them in our Client's policies and procedures- Worked as Training Coordininator (Interim) * Mapping out training plans and schedules * Gather feedback from trainers and trainess after each class * Manage and maintin in-house training facilities and equipment * Identify training needs * Lead, teach, onboard and evaluate new trainers * Make other trainer's schedule * Communicate all the training programes on a timely basis Show less

Quality Assurance Analyst

• Aug 2012 - Feb 2015

- Responsible to ensure agents provide quality service in line with organizational objectives.- Responsible to conduct regular feedback to agents. - Providing training to agents on quality parameters.

Customer Service Representative

• Apr 2011 - Aug 2012