Natalia Solano Email and Phone Number

• Training delivery for direct clients of Kareo software for people working in the healthcare industry in US • In charge of delivering at least 23 different sessions in total. Training clients around 10-12 times during the week and continuously delivering best practice education during group and one-on-one training sessions via remote webinars • Assisting team in maintaining department queues, working cases, and responding to all staff questions about product in a timely manner • Support department initiatives and identify ways to enhance training effectiveness. Perform various tasks as assigned by the Training Manager such as case coordinator and maintain 95% Training CSAT

•Training delivery for three different Healthcare line of business, in charge of groups of people for a period of 6-9 weeks •In charge of new trainer's onboarding, doing class observations, quality and daily monitoring, feedback sessions to trainers and administrative work of new classes including payroll approvals •Direct point of contact with client for agenda enhancements, modifications and calibrations. Worked directly with offshore trainers (Philippines and US) to deliver training specially to ramp plans for new line of businesses in Costa Rica • Customer service and communication trainings delivered to supervisors and other internal staff members • Implementation of various strategies to improve effectiveness of training methods and customer service skills

• In charge of groups of 15-20 people, developing agents in terms of product knowledge and customer service skills for a healthcare account. Training a class for a period of 7 weeks •Designing an agenda that fits the client needs and creating material for new hires with no experience in Call Center • Working together with operations to develop the agents skills through quality monitoring and coaching delivery to achieve goals in terms of metrics •Daily communication with US client and supervisors to develop refreshers and analyzing gaps in knowledge showed by the agents to maintain the account performance

Supporting operations with product knowledge and training skills, developing a group of 15-20 people in customer service skills and product •In charge of developing training material and supervising a class together with a certificate trainer managing the administrative work •Delivering refreshers to agents to cover up knowledge gaps. Quality monitoring and coaching delivery

Customer service agent for a period of 10 months for a healthcare account in charge of helping customers to manage their queries and complaints. Processing orders, modifications, and escalating complaints across a number of communication channels