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Network Power<100 people
Roles
🧨100%
Consulting
💸50%
Marketing
✔️50%
IT
Geos
🇳🇴50%
Norway
🇿🇦50%
South Africa
Work Background
Director of Learning Services
UbiquityDirector of Learning Services
Feb. 2023San Salvador, El SalvadorOverseeing Training and Quality teams in Latin America and US and Europe. Strategically leading enablement areas through innovation and development.
Quality and Training Senior Manager
UbiquityQuality and Training Senior Manager
May. 2022 - Feb. 2023
Senior Customer Experience Manager
TELUS International Central AmericaSenior Customer Experience Manager
Aug. 2021 - May. 2022El SalvadorOverseeing and supporting Quality programs and highly productive teams in the country. Ensuring Customer Experience Metrics (such as NPS, Quality, CSAT, CES, FCR, RIR, etc.) are met through a strategic and collaborative approach. Supporting business expansion through Managed Services tailored programs. Incorporation of dynamic dashboards; and Voice of the Customer analytics and trends, for operational performance sustainment. Execution and standardization of fair process Coaching model for team members’ development.
Global Customer Experience Manager
TELUS InternationalGlobal Customer Experience Manager
Apr. 2018 - Aug. 2021El SalvadorPrimary point of contact for global alignment of Customer Experience teams on processes, resources and strategy. Development of global resources (Manager and/or Team Leader) to ensure adequate leadership is present in each region. Constant alignment with Operational teams to ensure global strategy is accomplished. Ensure a standardized service offering is provided across the board. Engage and communicate initiatives, progress to measure impact of actions on KPIs. Responsible for preparing monthly and quarterly business review for Directors and VPs.
Customer Experience Manager
TELUS International Central AmericaCustomer Experience Manager
Jun. 2016 - Apr. 2018El Salvador / GuatemalaTo support El Salvador and Guatemala teams of Customer Experience Analysts and Team Leaders in charge of leveraging Customer Satisfaction analytical and historical data trends for strategic Operational action plan design. Preparation of weekly, monthly, and quarterly business reviews for Directors and VPs. KPI improvement initiatives. Procedure optimization and Standardization.
Operations Manager
TELUS International Central AmericaOperations Manager
Aug. 2013 - Jun. 2016El SalvadorTo oversee the Operations and develop innovative solution plans to ensure continuous achievement and improvement of KPIs. Staff development and recognition.
Team Leader
TELUS International Central AmericaTeam Leader
Nov. 2011 - Jul. 2013Ensure the delivery of KPIs from all members of the team. Coaching and continuous improvement of customer experience.
Learning Services Specialist
TELUS International Central AmericaLearning Services Specialist
Apr. 2010 - Oct. 2011
Language and Communications Trainer
TELUS International Central AmericaLanguage and Communications Trainer
May. 2009 - Mar. 2010El Salvador
Customer Service Representative
TELUS International Central AmericaCustomer Service Representative
Mar. 2009 - Apr. 2009El Salvador
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