I lead major agent performance programs including Quality Assurance, Curriculum Development, Testing and Training. I provide strategic client-facing support and cross-functional collaboration across key operational departments to promote strong enterprise-wide business continuity. I have developed, conducted and managed specialized adult training, qualification, and QC programs for over 20 years in both private and public sectors, in the US and Latin America. Results-driven professional with experience in the following areas: Immersion language acquisition, language services provision, customer satisfaction, and scalable interpreter performance solutions. Leadership, Strategy, Tactics, Employee management, B2B, Operations management, Project management, QA/QC management, Contact centers, Cross-functional team management, Employee retention, Employee satisfaction, Partnership building, Client retention, Client satisfaction, Customer experience, Damage Control, Account management, Assessment development and implementation, Business development, Language Interpretation, Language acquisition training, Language services, OPI, VRI, CRM, Performance analysis, Troubleshooting, Budget management, Employee performance development, Process design and improvement, Leadership development, Project development, Product development, Recruiting, Talent assessment, Team building, Total immersion training, Training and development management, Training of trainers, Spanish – ACTFL level: Superior, Brazilian Portuguese – ACTFL level: Intermediate Mid