Training Manager

• Regularly analyzed training results and nesting performance, identifying patterns and adjusting programs accordingly. • Implemented training process enhancements and measured their impact on key metrics like graduation and QA scores. • Took a data-driven approach to optimize trainer performance and drive continuous improvement across the training department. • Over a decade of experience in the BPO/call center environment, including training, quality assurance, and leadership. • Audited calls and led calibrations to ensure consistent customer experience across teams. • Addressed training-related operational issues quickly, often by adapting training content or approach to fit the real-world challenges faced by agents. • Demonstrated flexibility and resourcefulness in solving problems in high-pressure, metrics-driven environments.

• Regularly analyzed training results and nesting performance, identifying patterns and adjusting programs accordingly. • Implemented training process enhancements and measured their impact on key metrics like graduation and QA scores. • Took a data-driven approach to optimize trainer performance and drive continuous improvement across the training department. • Over a decade of experience in the BPO/call center environment, including training, quality assurance, and leadership. • Audited calls and led calibrations to ensure consistent customer experience across teams. • Addressed training-related operational issues quickly, often by adapting training content or approach to fit the real-world challenges faced by agents. • Demonstrated flexibility and resourcefulness in solving problems in high-pressure, metrics-driven environments.

• Managed a team of trainers and coached them to peak performance through regular evaluations and development plans. • Used formal classroom observations to deliver targeted feedback and support trainer improvement. • Ensured team alignment with program initiatives and KPIs, contributing to better training outcomes. • Encouraged a collaborative and high-performance culture, especially critical in hybrid or virtual environments. • Led end-to-end new hire training programs for large agent classes (600+ agents supported). • Planned classroom and nesting schedules, assigned trainers, and ensured alignment with performance metrics. • Created instructional materials and managed training timelines to support business continuity and staff readiness. • Actively involved in train-the-trainer initiatives and ongoing education sessions to keep programs up to date.

• Participated in client meetings and business presentations, representing the training function professionally. • Prepared detailed reports for both site leadership and external stakeholders to ensure transparency and accountability. • Demonstrated the ability to communicate clearly, professionally, and persuasively, particularly important in remote settings where written and verbal communication is key.