• Directed a team of 6 Patient Care Coordinators, overseeing their performance and development through weekly coaching sessions, huddles, and performance reviews. These efforts resulted in a 20% improvement in patient satisfaction scores, a 15% increase in appointment completion rates, and a 95% team attendance rate.• Optimized business process for two lines of business across multiple healthcare clinics by streamlining workflows, leading to enhanced patient care delivery and a 30% increase in call efficiency.• Implemented strategic initiatives to monitor and follow-up on appointments, identify areas of opportunities, and develop action plans, boosting team engagement and productivity.• Conducted weekly attendance and performance reviews, achieving a 95% team attendance rate and consistently meeting performance benchmarks.

• Agents of Shield: Recruitment program specialized in identifying a sales and customer service (tech support) profile at an expert level.• QBR: Quarter business review presented to the site director, senior operation managers and managers showing the performance of the last 3 months (performance and deliverables).• Coaching and development: Coaching strategy using the ADAPT methodology (Analyze behaviors, determine approach, asking questions, plan of action and total commitment) and the SMART plan. Coaching cycle used.• Sales strategies: teaching and guiding experts in the six key sales behaviors, looking to reach the daily and monthly sales targets.• BPTP presentations: Best place to perform presentations showing weekly and monthly trends.• White belt progression.

• Sales Pipeline (1-9 + AA memberships) – Tour, Commercial offer, Contract, Close Won. • Manage Move-in & Move-out, Renewal contracts and upgrade memberships. • Manage Book of Business: Pro-Active Check-ins Member Experience (Surveys / Medallia) • Provide onboarding to New Members. • Follow up on the financial status of all members (Billing / Collections). • We4Companie – Manage 2 internal events per month with members to have a strong partnership between WeWork and the members. • Respond within 24-48 hrs. escalated survey (detractor).

•CSI (Customer Service Interview): New Hire Selection process to start brand new campaign (booking.com), this was to identify the correct profile on the expert joining the team. • Assists trainees during the Nesting period by answering questions and providing guidance including real time support with ratios of 1:10 agents. • Performs live monitoring, calls audits remotely and sessions hold 1:1 coaching meeting with trainees. • Performance Review in Huddle and Debriefs. • Continuously assesses trainees’ development and follow up to ensure improvement by providing recommendations on behaviors by identifying strength, area of opportunity and tips. • Handoff process to operations informing of trainees’ progress, performance and potential issues or skill concerns the agents have. • Responsible for handling escalations, as needed. • Monitors and ensures trainees are remaining on task. • Ensures adherence to company policies, procedures, and guidelines. • Provides timely responses to emails and reporting. • Assists with special projects and performs other duties, as assigned.

• Selection process: First initial task when joining the training management team. HR schedule Virtual interview meeting with the candidate to select New Hires for the Telecommunications campaign – AT&T or Comcast. • Administrate and lead multiple TELCO accounts such as: AT&T, Comcast with a HC of 6 to 8 trainers for each LOB. • Direct Client facing to provide visibility in performance, action plans and KPI performance. • Identify training and development needs by reorganizing the agenda through agenda gap analysis, regulate ideas with business managers for implementation. • Reduce and impact attrition with action plans brining all areas involved. HHRR, Operations, Directors and Sr training Managers. • Strategic planning by becoming part of the selection process for all TELCO LOBs for new staff, apprentices and graduated trainees. • Increase the amount of graduation rate with a goal of 85% reviewing the trainee’s satisfaction results and feedback provided. • Plan and assess Glide Paths to stablish training targets for KPIs in multiple campaigns. • Monitor and review progress of trainers through questionnaires, TOF (training observations forms), 1:1 sessions and Performance Review.

• Interview process: Starting this position as managers we supported production with interview process to select the correct candidates. filtering process for all FTEs (Full Time Employee). This initiates with identifying attrition, level of interest in the company and English skills. • Responsible for transition process between PST & Nesting including monitoring New Hires activities providing Mentor and LEAP Coach Support. • Conduct Assessments of Training needs and help develop strategies that support end-user adoption. • Collaborate with Business Units and Executives to help with training plans that align with project planning. • Focus on transition process, manager that takes care of mentor support during phone taking (MTCC & TCC). • Develop a team of 28 Leap coaches & 60 mentors. • Manage to graduate 19 Waves from (Wave 18 to Wave 37). • Promote 10 Leap coaches to become operation coaches having a salary increase and support the operation.