Effectively managed and supported transformation initiatives across Data Science, HR People Operations, HR Shared Services, and Master Data Management projects, collaborating with stakeholders on a global scale. Key contributions involved crafting project plans, setting transparent timelines, orchestrating data-gathering processes, designing customer-centric solutions, monitoring progress, and implementing robust risk identification, impact assessment, and mitigation strategies.

Supporting the DirecTV – Video Service line of business and working with multiple strategic partners across different countries, to identify root cause by collecting and analyzing data and develop best practices. Also support strategic partners in improving coaching tactics by defining and documenting process flows, business requirements, and continuous development of the tools. Reports to Director of Customer Service.Achievements: -Recipient of 2021 Q2 Service Excellence Award-Improved agent coaching compliance by 5% - 6% in a 5-month period

Clients main contact. Responsible for meeting with both internal and external clients to discuss current performance, changes to the current program, additional business opportunities and solutions. Also managed 2 supervisors with 15 – 20 agents each. Responsible for coaching towards performance and career development. Reports to Director of Program Management & Director of Operations.Achievements:-Brought in additional line of business -Attained rewards worth 10% of revenue month over month

Responsible for KPI results; summarize findings and work with internal and external clients to determine solutions. Maintained issue awareness within the client enterprise and partner within to match solutions. Also responsible for standardizing processes across sites and markets supporting the same work. Reports to Sr Manager of Client Services.Achievements: -Saved program 3% in penalties-Improved First Call Resolution by 5% in 6 months

Responsible for the onboarding and development of trainers by conducting Train-the-Trainer sessions, focus group discussions for all new hire classes, conduct trainer observations and coaching sessions. Also collaborated with other departments like Quality, Operations and Recruitment to enhance efficiency of training. Reports to Site Training Manager Achievements:-Participated in the launch of a new site which included facilitating of new hire classes and onboarding new trainers-Developed and implemented with recruitment partners new hiring and validation requirements that led to improvements in new hires’ time to proficiency and retention

Responsible for facilitating new hire class and developing curriculum to support classroom training and continuous education. Also responsible for providing feedback to client on existing curriculum for training improvements.Reports to Site Training ManagerAchievements:-Traveled to Buffalo NY to participate in client led train-the-trainer for the launching of new tool-Traveled to Queens NY for onboarding of new line of business and participated in the successful training of new hires

Responsible for facilitating new hire class and assisting in assessing class and individual agent level performanceAchievements:-Recipient of 2010 Q1 Service Excellence award-Traveled to Buffalo NY to participate in client led train-the-trainer for the launching of a new tool and the successful cascade and launch of said tool

Responsible for ensuring service delivered to customers meets contractual Key Performance Indicators. Responsible for preparing complete and accurate work including appropriately notating accounts as required. Lastly, responsible for responding to customer inquiries by referring to published materials, secondary resource, and more senior staff. Reports to the team supervisor.Achievement:-Appraised as a Key Contributor for exceeding KPIs