Raquel Hernandez

Process, project, quality, development and coaching expert

Executive CoachEngagement ManagerTraining&Development Specialist🧮 Education🏦 Finance🧨 Consulting🐦 Design🗿 HR👍 Sales & BizDev✔️ IT💰 Investor & VC

I have successfully implemented effective training programs, significantly improving the onboarding process and overall quality of work within the company. I have also provided crucial business support, working with data teams to design visibility solutions leading to increased efficiency and productivity. My leadership and strategic planning skills have contributed to the growth and development of the organization. I have been recognized for my ability to streamline processes, enhance team performance, and ensure high-quality outcomes thought change management and innovation management.

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Network Power<100 people

Roles

🧨100%

Consulting

🧮100%

Education

Geos

🇸🇻100%

El Salvador

Work Background

ConcentrixAssociate Director Training and Quality

Sep. 2022 - Feb. 2024• Strategic and tactical output management of Training, Quality and Business Support (Data Science) teams in alignment with company-wide revenue and client growth strategies. • Implementation and design of people development strategies for Quality,Training and Data teams to ensure a healthy pipeline in alignment with growth and retention company goals. • Regional continuous improvement project design, management and implementation including but not limited to the following areas: employee journey, employee onboarding, quality management, business intelligence, reporting and visibility design, people development and quality management. • Standards and Continuous improvement team output management, design, KPI and strategic goal/output scrutiny, facilitation, design and direction. • Client relations day to day management, RFP participation and escalation management including remediation plan creation, implementation and follow up. • Digital solution requirements engineering, viability evaluation and implementation change management.

SYKESSenior Quality and Innovation Manager

Jul. 2021 - Sep. 2022San Salvador, El Salvador• Strategic and tactical output management Quality and Business Support, data science and process/project management teams in alignment with company-wide revenue and client growth strategies. • Implementation and design of people development strategies for Quality, Operational, Process/Project and Data teams to ensure a healthy pipeline in alignment with growth and retention company goals. • Regional continuous improvement project design, management and implementation including but not limited to the following areas: employee journey, employee onboarding, quality management, business intelligence, reporting and visibility design, people development and quality management. • Process and Project management team KPI and strategic goal/output scrutiny, facilitation, design and direction. • Client relations day to day management, RFP participation and escalation management including remediation plan creation, implementation and follow up. • Digital strategies design, planning, implementation and follow up. Digital platform requirements engineering, visibility design, and implementation change management. • Implementation, design and management of equipment provisioning, replacement and repair supply chain Operational performance management program design, creation, customization, implementation, visibility design and day to day management

SYKESQuality Manager

Nov. 2016 - Jul. 2021El Salvador• Implementation and Management of local and regional projects. • Responsible for managing a team of process specialists, quality supervisors in the implementation of tools, plans and systems planning for local and regional clients and project initiatives. • Quality team development plan design, creation and adoption management. • RFP quality solution design, implementation and customization to contractual and client requirements. • Coaching process management (implementations, training, audit team management, reporting and feedback). • Performance improvement action plan creation and/or consulting, specifically responsible for coaching alignment to operational priorities. • Quality management system design, creation and implementation.

SYKESOrganization, Methods and Control Supervisor

Aug. 2015 - Nov. 2016• Implementation and Management of local and regional projects. • Responsible for managing a team of process specialists and software development in the creation of tools and implementation planning for local and regional projects and initiatives. • Statement of work audit parameter creation, audit, feedback and remediation planning consulting • External client feedback process management, tracking, survey analysis and action plan consulting • Coaching process management (implementations, training, audit team management, reporting and feedback). • Performance improvement action plan creation and/or consulting, specifically responsible for coaching alignment to operational priorities. • Creation and Control of documentation process management (training, certification, feedback and tool management) • Tracking tool consulting and implementation.