• Analyzed the company’s workforce to ensure that the clients’ needs were met.• Monitored reports in a timely manner to ensure clients’ turnaround times were adhered to.• Provided status updates on each report and ensured they were continuously worked on by the operations team.• Delivering modifications to the operations team to guarantee that they are updated on the clients’ need.

 Supported all PH L&D programs and initiatives to meet training key performance indicators. Helped identify individual and team skills gaps and facilitate training to agents about the EnglishLanguage from basic to intermediate level. Assessed the impact of each educational course on staff performance. Liaised with managers and encourage on-the-job coaching. Read and evaluated written text for grammatical and typographical error. Evaluated the dimensions of page elements such as images, text spacing and positioning to ensurethey conform to set specifications. Rephrased written text to ensure document structure and content are consistent. Stayed abreast with grammatical development as well as new terminologies in a language. Proofread a minimum of 70-80 reports in a day to ensure the quality of our daily operations. Created and maintained a tracker where the lapses of the agents are recorded.