Dealers' Chief Training

AI training & feedback on literature, English and technology related topics

- Demonstrated leadership ability to develop and mentor Sr talent within regional teams in Mexico & Latam- Successfully scaled operations and increased revenue in multiple regions by building high-performing teams that consistently exceeded expectations- Developed and executed successful business development strategies to expand market share and overall sales- Built strong relationships with key accounts, customers and partners in the region for our B2B channel- Implemented new processes and systems to streamline workflows and enhance productivity- Managed regional budgets and resources effectively to optimized regional operations and improve efficiency to reduce costs- Developed and executed regional growth strategies aligned with company objectives- Conducted market analysis to identify new opportunities and challenges- Provided mentorship and coaching to team members- Implemented CSAT & NPS to track and monitor customer satisfaction, using these metrics to drive improvements in training programs and overall account performance, especially on Customer Lifetime Value- Established a system for collecting and monitoring trainers and training coordinators KPI's data, focusing mainly on performance and sales (Visits to stores, promoters trained, CSAT Score, events, etc.)- Massive recruitment and onboarding of top talent to strengthen regional teams - 1000 promoters nationwide.- Led successful organizational change initiatives to adapt to evolving business needs- Delivered compelling presentations to executive teams and large groups- Proficiency in using HR Information Systems (HRIS) for talent management and reporting- Familiarity with LMS platforms for managing training and development initiatives- Managed tech support training development for level 1 and 2- Content creation and localization addressed to Mexico and Latam's marketing campaigns, training materials, sales programs, etc.

•Successfully led and transformed the Children online Coding and English education perspective in Mexico and latam•Built and developed high-performing teams of learning and development professionals, recruiters, trainers, SMEs, LMS administrators, data analysts, operations, B2B academic advisors and community managers, fostering a culture of innovation and continuous improvement- Managed massive recruitment in Mexico and latam (more than 1000 teachers overall).•Implemented robust performance management systems to track employee development, identify training needs, and provide timely feedback•Oversaw the designed and development of learning programs based on STEAM and built LMS courses on: leadership development, technical skills, sales, and soft skills.•Designed a new line of engaging and disruptive learning courses (Coding, Math & English) to bring new revenue and to improve our customers' journey•Improve customer satisfaction and retention through CSAT and NPS data collection and ongoing action plans •Collaborated with sales leadership to analyze sales performance data and identify areas for improvement, providing coaching and feedback to improve their sales pitches and presentations•Developed targeted marketing campaigns that supported sales objectives through training•Supported lead generation initiatives by providing training on lead qualification and nurturing•Supported thought leadership initiatives by providing training and coaching on public events, online masterclasses, & webinars•Effectively allocated resources, including budget, personnel, and timelines, to ensure project success•Built and led high-performing localization teams, fostering a collaborative and productive work environment with a deep understanding of the localization process and experience in tracking and analyzing localization metrics, such as quality scores, turnaround times, and cost-effectiveness- Use of Applicant Tracking Systems (ATSs) and HR databases

- Collaborated effectively with stakeholders from different departments and regions to align project goals and ensure stakeholder satisfaction- Developed and implemented comprehensive learning and development strategies aligned to our ongoing growth and fast-paced culture- Implemented performance management systems to track employee development and identify training needs- Created engaging and effective learning courses & training programs and curricula across various topics, including leadership development, technical skills, coding, English, and soft skills- Utilized instructional design principles to develop interactive and learner-centered training materials- Proficient in using learning management systems (LMS) and other educational technologies to deliver and track training- Provided performance consulting services to help employees identify and address developmental needs- Recruited and onboarded top talent to fill critical roles within the organization- Managed employee relations issues effectively and maintained a positive work environment- Developed and implemented succession plans to ensure a pipeline of high-potential talent- Communicated effectively with stakeholders at all levels, including executives, employees, and external partners- Effectively allocated resources, including budget, personnel, and timelines, to ensure project success- Led high-performing localization teams, fostering a collaborative and productive work environment- Experience in tracking and analyzing localization metrics, such as quality scores, turnaround times, and cost-effectiveness.-Customer Success Management: In-depth understanding for customers' needs and complaints to aligned product's offer and value- Earned credibility and trust as a strategic academic advisor to the senior management team's prospects regarding positive impact in key organizational and curriculum aspects

• Teachers' Supply Management - Which includes: Teacher recruitment, Teacher Learning and Development, Engagement Team, Payouts and Performance, Teachers' Leadership Program and Program Curriculum. • Teacher Recruitment forecast and process enhancement to reach 3000 hires by the end of 2021 based on P&L.• Manage the curriculum content team (translators and reviewers) process from a supply and quality standpoint, set up and scale the content strategy for the in-house Learning Management System, and run processes to increase its use and adoption.• Own and manage teacher training process (for active teachers) including curriculum and platform webinars, assessment tests and others through a Subject Matter Expert Team team who work on Training Need Assessment and plan accordingly. • Run programs to improve usage and adoption of LMS amongst teachers. Analytical bent of mind to determine drop off patterns and design program through the training team to increase teachers’ performance and customer satisfaction. • Create Engagement programs in WorkPlace and set up a monthly plan with the Engagement team to promote communication and motivational campaigns for recognition and massive participation. Measure engagement percentages, reactions, and active participation.- Tech support training and traceability on learning and payment platforms aligned to performance metrics such as time resolution, tickets per day, open tickets, etc.

- Developed and implemented comprehensive training strategies aligned with organizational goals and business needs- Led and managed a team of training professionals, fostering a collaborative and high-performing work environment- Implemented performance metrics and evaluation systems to track the effectiveness of training programs, including CSATs and other types of surveys- Designed and developed engaging and effective training programs across various topics, including leadership development, technical skills, and soft skills- Utilized instructional design principles to create learner-centered and interactive training materials- Proficient in using learning management systems (LMS) and other educational technologies to deliver and track training- Ongoing coaching to trainers and teachers to identify and address developmental needs- Constant assessment to keep quality steady. QA format and evalutaion on a weekly basis for all the teams- Identified and developed high-potential employees through targeted training and development initiatives- Developed and implemented succession plans to ensure a pipeline of qualified talent for key roles- Effectively communicated with stakeholders at all levels, including executives, employees, and external partners- Delivered engaging and informative presentations to large groups on various training and development topics- Provided one-on-one feedback and mentoring to employees at all levels, helping them to identify and develop their skills- Tech support training and traceability on learning and payment platforms aligned to specific performance metrics such as: time resolution, tickets per day, open tickets, etc.

Training Management for a BPO at USA in Telecommunication Services, based on a trainee-centered approach focused on enhancing the customers' experience, applying a revolutionary methodology to develop learners' skills, knowledge and ownership, to provide the best customer service aligned to the company policies, targets and expectations.People - Job description, recruitment & hiring, training & follow up including company's culture, values and organization, engagement & retention, appraisals, communication and feedback.Responsible for 8 trainers and 3 support Coaches where the following duties are to be targeted: pre process, process training and nesting plan, coaching and mentoring, metrics follow up, results and action strategies as well as refreshers and any other type of additional training required by our client. Assessment and Continuous Education map and development. Action plans based on SHC vs CHC, attrition stages, moves in and out, operation's needs and recruitment, metrics results and ranks. Results presentation and follow up on a daily and weekly basis. International review and feedback included. ACHIEVEMENTS- Adapted and executed online training in short notice due to pandemic impact. - Massive successful recruitment with a 250 employees in 3 months. - 7% attrition per quarter, which led to good retention - Made Training Team a highlight an important asset in the strengths of Mexico City Center by being recognized internationally. - Got all trainers certified for the first time in the campaign's history. - I got certified as a Master Trainer in a 6 month period and I can now certify my own trainers by following the standard certification process.

• Measured effectiveness of successful project implementation, both digital & onsite, by defining strategic planning, operational metrics, tracking systems, training and assessment, class observation and constant feedback to the all levels, throughout the process. - Implementation of Maker Club nationwide, being part of the train the trainers program to help other coaches aligned to the new business line. • Prepared reports by collecting, analyzing and summarizing data from all apps, platforms, digital tools, learning logs, & overall performance from students/teachers/parents/management-team, to present the information to all, and make decisions in short- and long-term periods. • Worked with Schools' owners, directors, teachers & parents to resolve Institutional problems and improve operations (classroom management, internal process, parents’ participation) customizing teaching and learning strategies to meet requirements.• Responsible for the overall end to end customer experience, creating and maintaining deep long-term customer relationships, having no schools’ projects cancelled under my supervision. • Effectively implemented best training practices and online learning principles based on STEAM and online tech LMS. • Managed, supported and grew business relationships with existing schools' accounts and developed strategies to increase sales and revenue, getting 2 new school on board with more than 800 students.• Help schools identify good management team and teachers overall by developing job descriptions and career paths. including recruitment, Employee Culture & values, Workforce Administration, Engagement, Reward and Recognition, retention, as well as maintaining and improving incentives and after school activities, including global communications and school initiatives for parents.

• Google Classroom Integration Setup and maintenance. Participated in events where students competed at Google Mexico Offices.• Administration, supervision and training of the Ipads School Program.• Responsible for helping staff teach towards the IB philosophy using STEAM and technology tools to create opportunities, collaborate & support each other. • Alleviated learning gaps and effectively instructed students and teachers on the correct use of gadgets and best practices through technology integration and the introduction of cutting-edge educational tools.• Partnered with teachers to plan and implement cross-curricular lessons following IB curriculum, school’s goals, and differentiated instruction, being part of the Making Club implementation program.• Maintained students' portfolios used for monitoring skills, assessments and competences, needed for evidence and areas of improvement.

• Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses, role-plays, use of gadgets, and teamwork.• Developed good rapport with students, and parents, building positive classroom community and resolving different complaints and issues.• Enhanced student knowledge of technology by integrating various web-based applications for research and assignments based on their learning objectives. • Created and implemented daily lesson plans and unit studies for English and IT, using apps, web pages, quizzes, essays and projects.• Worked on students' certification programs (TOEFL, KET, PET, FCE).• Tutored struggling students individually and in small groups to reinforce learning concepts.• In charge of e-learning platforms, and grades' system updates.

• Promoted 4 times within the company (Tech Support Agent, QA, Supervisor of bilingual projects & Corporate Training Manager).• Designed in-depth training programs and procedures, manuals and materials considering Sales & Customer Services campaigns, as well as all training software and hardware involved (SaaS mainly for hotels).• Conducted Sales, Customer Service & e-Pro training courses (Purchase, Receiving, Approvals, Accounts Payable, Inventory & System Administration). Supervising track records and ROI for every project. • Coordinated, recruited and trained staff for different campaigns.• Created a Special English Program with the Universidad Interamericana para el Desarrollo, for a new Call Center at Fresnillo, Zacatecas., with the sole objective of preparing bilingual students for the different Call Scenarios presented in a Call Center.• Started a certification program for bilingual agents to increase quality of work and employees' retention.• Prepared reports by collecting, analyzing and summarizing information.• Responsible for a new opening in Michigan, USA, coordinating, recruiting, training, and starting off operations. Most trainees were in their 50's and their computer skills were almost null. Sy stem integration took longer than expected, making me apply all kinds of strategies andactivities to carry out training with no digital resources available.

Customer service representative. Outstanding skills for the English language and customers' satisfaction.Promoted as a Campaign supervisor after 4 months in the night shift. Several badges acquired for being an example to others.Quit this job for a bette opportunity and higher salary at TELAT Call Center.

I started working here as a general assistant. Cleaning up, answering phone calls, taking orders at the desk, and cooking. Afterwards, I was offered additional tasks such as training staff, inventory, taking orders for suppliers, among other things. After 6 months I was promoted as a Manager for I finished university. My main responsibilities were:Recruitment and selection of staffSupply inventory Oversee food preparation, forecasts and quality. making sure all food safety guidelines are strictly followedProject future needs for goods, kitchen supplies, and cleaning products; order accordingly on a weekly basis. Ensure customer satisfaction through promoting excellent service; respond to customer complaints tactfully and professionally.Seek ways to cut waste and decrease operational costsGenerate weekly, monthly, and annual reports.Train new employees and provide ongoing training for all staff. Working hours plan per week for my employees.