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Work Background
UberHead of Learning and Development
Apr. 2019Costa Rica
UberSr Learning Program Manager
Sep. 2017 - Mar. 2019Mexico City Area, Mexico
UberLearning & Quality Manager
Feb. 2016 - Sep. 2017Costa Rica
TeleperformanceTraining Manager
Mar. 2015 - Feb. 2016
TeleperformanceTraining & Quality Coordinator
Dec. 2013 - Mar. 2015My role has three main duties:
• Quality Coordinator: I have to work with the external Quality Customers in conjunction with the internal Quality team leading internal and external calibrations among others. I create and Analyze reports of Quality control in order to ensure agent’s performance based COPC and I have to coordinate all type of projects related to the development of the Quality.
• Training Coordinator: I work closely with internal and external Training Teams, shadow and provide feedback to Trainers, work with Managers and Supervisors to identify training needs, keep track of online learning records for all employees, coordinate together with HR and Operations training staffing, attend to various meetings and coordinate the development trainer’s and trainees guides. • Reporting Analyst: I am also in charge of running daily, weekly and monthly reports (excel) that are used by operations to drive performance.
TeleperformanceTraining Specialist
Feb. 2011 - Dec. 2013I’ve been in charge of handling the learning and development of new hires and support specialists in the organization. I have to improve the staff performance and develop mass communications, refresher trainings, in house training material, attrition reports, trainer surveys, lesson plans, training agendas and training need analysis.
I also have been coaching Junior Trainers and Associate Trainers, but what I really like the most about my job is to design training programs using the latest technologies and methodologies. Finally, I’ve been collaborating with Operation Managers and HR in the development of different projects.
Stream Global ServicesProduct Trainer
Dec. 2008 - Aug. 2011Costa RicaAs a Product Trainer I created weekly e-Learnings trough LCDS, I was in charge of the learning process and analysis of the account using the Kirkpatrick’s model. Also, I actively participated in client meetings, Quality calibrations and Operation staffing meetings.
Stream Global ServicesTeam Manager and Nesting Team Manager
Jan. 2008 - Dec. 2008My first management roles at Stream were Team Manager and Nesting Team Manager, as a Team Manager I was in charge of 20 to 25 agents and I had to closely work with Service Delivery Managers and external clients. In the Nesting TM role I have taught new agents "how to fish" and make them more independent in their daily duties, plus doing other regular responsibilities for this position, such as reporting, Quality evaluations, feedback, one on one session, payroll, etc. These roles gave me a clear idea of how things were from an operations perspective in topics such as motivation, team work, associates development and coaching. It also helped me to develop a better sense of leadership and time management but most important how to analyze and develop employees performance.
Stream Global ServicesTechnical Support Specialist
Oct. 2007 - Dec. 2007I had to identify and diagnostic customer's issues, and proceed with troubleshooting. I was recognize by the Contract Client, CEO and Managers for my performance.
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