Responsible inmonitoring and driving key performance metrics for a group of independent contractors (ICs) doing search, social media and/or eCommerce evaluation, review, tagging and content annotation. Working collaboratively with an Appen team to meet all project and client requirements.

Training and Quality Supervisor with a track record of achieving results in Training and Quality development as well as sales and customer service field. Significant experience in product launch, strategic alliance building and project management. Skilled at relationship building, client calibration facilitation and reporting. Achieving Results: ▪ Pioneered AT&T Value Market SE and AT&T Value Market SW VXI Vendor Launch ▪ Recognized by AT&T Clients for exceeding completion results set by AT&T Home Solutions Team for all Training Courses. ▪ Announced as CR! FT Champion and collaborated with Operations Team improving from 53% to 63% ▪ 1st VXI Phase 4 Client Certified Instructor. ▪ Phase 2 Certified Instructor for AT&T U-verse Blue with SW/S Telco. Key Responsibilities for Quality Team: ▪ Facilitates Client Certification Review for New Hire Nesting Certification ▪ Facilitates Client and Internal Calibration for Quality Monitoring ▪ Facilitates Client and Internal Calibration for Identifying Cramming/Fraudulent Transactions. ▪ Reviews SOW Completion ▪ Oversees Activities of QA Department and ensures all initiatives for process improvement will be communicated to AT&T Vendor Leadership Team ▪ Creates QA Reports to both Client and Internal. ▪ Develops process improvement initiatives impacting both Quality Team and Operations Team. ▪ Conducts Mid and Annual Performance evaluation for Quality and Training Team. ▪ Conducts Coaching and Development sessions to all Members of the Quality Team to ensure continuous Team and Individual Performance. ▪ Conducts Data Analysis to help differentiate between behavior and skills related issues.

▪ AT&T Phase 4 Certified Master Instructor ▪ Trains and Observe New Hire Trainers while facilitating on their New Hire Classes ensuring that knowledge and expertise will be passed on to all learners. ▪ Conducts up Training to Production agents. ▪ Handles Client Related Training Communications. ▪ Report to AT&T Clients for VMSE Nesting Certification.

▪ Coaches Production Agents on how to improve QA Audit Scores. ▪ Drives improvement on VOC results