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Work Background
PayPalTechnical Trainer
Mar. 2018 - Apr. 2024Vancouver, British Columbia, CanadaDesigned and developed tailored training materials, including manuals, guides, and interactive content, using tools like Camtasia, WorkRamp and Confluence to meet specific business and team needs. Experienced utilizing and managing Learning Management Systems (LMS) for tracking employee progress, evaluating training effectiveness, and refining curricula for continuous improvement. Proficient in developing visually engaging, easy-to-understand training materials such as step-by-step guides, e-learning modules, video tutorials, and live demo sessions. Delivered engaging upskill training for customer service representatives and onboarding in-person and virtual platforms.
HyperwalletBILINGUAL CUSTOMER SERVICE SPECIALIST
Jan. 2017 - Mar. 2018Vancouver, Canada Area• Customer Interaction Tracking: Efficiently track and document all customer inquiries and issues, ensuring prompt responses and accurate logging for future reference and follow-up. • Tailored Communication: Skilled in identifying key customer needs and customizing communication and service strategies to enhance customer satisfaction. • Data-Driven Service Improvement: Collected, analyzed, and reported customer feedback to uncover trends, enhance service quality, and continually improve the overall customer experience.
• Issue Escalation Management: Proficient in escalating unresolved or complex issues to higher-tier support or management teams, ensuring timely resolutions and optimal customer satisfaction.
Bank of AmericaQuality Auditor, Senior Team Member.
Nov. 2010 - Nov. 2013Guadalajara Area, Mexico• Comprehensive Quality Audits: Conducted in-depth quality audits of internal processes to uncover inefficiencies, compliance issues, and improvement opportunities, ensuring alignment with corporate standards and industry regulations. • Cross-Functional Collaboration: Partnered with cross-functional teams to assess and enhance operational workflows, resulting in streamlined processes and increased team productivity • Employee Development through Feedback: Delivered constructive feedback based on audit findings, supporting employees in adhering to processes and fostering continuous professional growth. • Performance Reporting and Analysis: Created detailed quality performance reports, analyzing key metrics to track progress and trends. Presented findings to senior management, offering actionable recommendations for operational improvements.
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