Management and measurement of different global and local learning experiences involving both power and technical skills- Led the successful ingestion of LinkedIn Learning (LiL) content into our Workday LMS by collaborating with our LiL CSM and Tech Rep, as well as our internal WD Technician and our Communications VP. Less than a month into the implementation, we had achieved 60% license activation company wide.- Developed LeadOn, Catalina's learning program for high potentials in leadership roles. The modules (Decision Making, Clearing Conversations, Critical Thinking & Cultural Competence) are delivered by internal leader facilitators that I collaborate with, who enhance the content with their stories and examples.- Envisioned and organized a team of knowledge base authors (Olivia Authors), an initiative that has reduced the turnaround time on feedback items from 3 to 2 business days and has empowered the Authors to take ownership of the content that their peers consult and have more exposure in their organization.- Conceived and kicked off the Training Ambassadors program by partnering with 26 SME's and 6 QA reps with the Customer Delivery organization to develop 16 step-by-step guides and 31 short videos on how to complete key job-specific tasks, which had been identified as priority by the QA team.- Led the initiative to create and admin the reporting tasks in Workday that our department uses to generate the data and metrics shared with the Leadership team and the rest of the organization, thus making our team more data driven.- With Microsoft, I lead the ESI (Enterprise Skills Initiative) to boost our company's digital skills and get collaborators certified in different Microsoft roles, applications and cloud-based technologies.- Lead and report on the global mandatory compliance training program. In Workday, I created the courses, campaigns, audiences, processes and tasks to ensure the entire organization (including new hires) completes this assignment.

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Facilitator and consultant in active placement programs following Lee Hecht Harrison (LHH) methodology at Mondelēz (June 2016) and Intel (April 2019)

Translation of invention patents and business correspondence

Development and management of in-person & virtual training projects and other key admin tasks- Partnered with SMEs to develop and manage the Technical Functional training program (already replicated in SBO MX). Satisfaction: 97% - Learning gain: 56% - Participants: 655 – Business units: 12- Facilitated the Leading Self program in CR, UK, US and MX; satisfacton rates: 90%+, topics: self-awareness, adaptability, execution & results, leadership, and coaching- Coordinated and facilitated virtual training content and developed video-tutorials for center-wide projects. The training modality and tutorials have set a precedent for content delivery at the center.- Led, worked with, and provided mentorship to 6 content designers in developing the Technical Functional content.- Influenced HR leadership to move on to e-learning platforms, so currently we're in the process of acquiring an LMS (Docebo or Litmus) and an e-authoring tool (most likely, Articulate).- Defined our specific list of compliance courses by engaging with Ethics & Compliance headquarters and other stakeholders, which brought the original list of 25 courses down to 5, whose reporting I conduct using tools such as Success Factors LMS and Quickbase.- Engaged and coached vendor colleagues to maintain Excel spreadsheets that I developed to keep track of the incidents that we opened to report. This has allowed us to provide better, timely follow-up on all requests for assistance.- Developed, facilitated and translated into English the new Agile Mindset module (Leading Self program), which covers such topics as the agile mindset, the Agile Manifesto and the Scrum framework. Thus far: 98% participant satisfaction and rollouts in Walmart’s Retail headquarters in Santa Ana, as well as in Guadalajara, Chile and UK.- Designated Udemy for Business admin at our center to manage our allocated licenses, assign courses, create study groups or run reports as required.

Training in the areas of Business English and Customer Service. Assessment of interactions with our customers. Proofreading and translation of internal documents- Proposed and carried out the English assessment of all my co-workers in order to design English courses based on the proficiency levels established by the test. This led to an 18% increase in the number of staff that now has the department-required English level (intermediate)- Improved the monthly reporting of QA call audit results by means of an Excel database with pivot tables. Since February 2015, all said results are managed using this database.- Created an Excel form to audit the quality of the emails sent to our customers and an Excel database to enter said audits. Since January 2016, these audits are part of the agents’ monthly metrics.

Responsible for creating, delivering, and improving training courses to technical support representatives and assessing their English skills through interviews and written tests- Implemented a new training methodology in the new-hire customer service course by advising my superiors to purchase specialized material valued at over $4,000 and creating additional high-quality materials. The feedback on said methodology was very positive, leading to a high rate of customer satisfaction.- Established an earlier stage in the recruitment process that consisted in assessing the candidates’ spoken English over the telephone before inviting them to a job fair to do the written and technical tests. This reduced by up to 40% the time that managers employed interviewing candidates that ended up not passing the written and technical tests.- Facilitated the access to all HP GSD agents’ English test results by proposing the creation of a unified database with these results, which currently allows for fast response times to requests from managers or quality agents.- Enhanced the quality of the email tips sent to agents by focusing their content and paying careful attention to their visual design. The unrequested feedback was highly positive to the point that, as of today, the department follows the same principles in creating such tips.- Improved the English writing test by reducing the amount of paper used and increasing from 1 to 7 the number of writing topics. These changes resulted in saving 50% of the paper and in greater satisfaction among evaluators.- Proposed to have our QA and Tech Training colleagues send their important email communications in English to one of the language experts in order to check them for spelling, grammar, or style mistakes. This created a culture of correctness in email writing.

English course created and tailor-made for Findasense's staff members

English course created and tailor-made for GPI Consultores' staff members

Teacher of two grammar and writing courses in the teaching and translation bachelor’s programs

Translation of Monarque Arts' Music Fever educational textbooks and other documentation

English teacher for the university's conversational courses program

Participated in the account’s certification process under Six Sigma standards by creating the documentation of all their processes, procedures, and manuals and adjusting them to the requirements of these standards