Skills
• Instructional Design & Training Delivery
• Employee Onboarding & Certification Programs
• Performance Management & Coaching (PIPs, KPIs, 1x1s)
• Customer Experience Metrics (CSAT, NPS, FCR, QA)
• Learning Management Systems (LMS) Administration
• Workflow Optimization & Documentation Tools (Confluence, Google Workspace, Workday, Tableau, Jira)
• Ecommerce
• Social Media and Ads
• Leadership & Team Engagement Strategies
• Bilingual Communication (Spanish – Native, English – Advanced)
About
With over 10 years of combined supervisory and Management experience, I have consistently supported KPI optimization, including improvements in First Contact Resolution (FCR), Net Promoter Score (NPS), and Quality Assurance (QA). My mission is to foster professional growth and operational excellence through effective training, coaching, and leadership strategies.
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