Customer service experience since 2005. 7 years experience in training new hires / upskilling employees, Disputes & Quality Analyst, Business Process Senior Specialist III for Fraud Risk & Control. Conducted deep dives into business processes to improve and update procedures according to regulations.
I helped start up an online agency by building all initial protocols - from hiring, training, Operations, client onboarding, quality / KPIs, coaching. I was also the lead hiring and training manager, also doing quality and coaching for both new hires and leaders.
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