•Lead strategies oriented to improve main account KPIs.•Create reports with a story telling approach to facilitate the RCA process.•Keep clear and constant communication with all stakeholders to ensure alignment.•Develop plans focused on improving client’s satisfaction.•Develop a strategic set of skills to create independent leaders.•Design and supervise the solid onboarding process for new staff members.•Act and make decisions aligned with company values and expectations.•Communicate new updates and generate a smooth workflow within the operation.•Create control mechanisms oriented to measure success.

• Trained and developed new employees with Top Performer’s skills oriented to increase the customer centricity while meeting internal and external policies and procedures.•Applied methods for adult’s learning and active learning techniques to increase engagement and a better understanding of complex topics.• Analyzed, and implemented SMART action plans to ensure that all new batches perform above the expected parameters.•Used the main KPI reports to generate root cause analysis focused on the controllable behaviors to provide business recommendations and guarantee business continuity.•Developed training material aimed to facilitate the knowledge retention and the learning curve reduction to meet the main KPIs within a reasonable period of time.•Led projects focused on bottom performers, supporting them with tailored sessions aligned to the opportunities previously observed; and closely followed up on the actions to ensure feedback validation and implementation.•Strategically worked alongside with the Operation to prepare a smooth transition from training to production, mainly to define the key control mechanisms for results that exceed expectations.•Developed nesting frameworks to enrich alignment between the staff providing the support and the class.