Seasoned Training and Operations Leader with over 13 years of progressive experience in the BPO industry, specializing in learning and development, performance improvement, and leadership coaching. Proven ability to design and deliver impactful training strategies that drive measurable business results, including KPI improvement, higher customer satisfaction, and reduced attrition.
Highly experienced in building and leading high-performing teams through data-driven training needs analysis, innovative learning solutions, and close collaboration with Operations, Quality, HR, and client stakeholders. Known for introducing engaging learning approaches such as gamification, microlearning, and blended delivery to enhance knowledge retention and performance.
Recognized for award-winning leadership, operational excellence, and the ability to align training initiatives with organizational goals and client expectations. Adept at managing multiple accounts, stabilizing operations during transitions, and fostering a culture of continuous improvement and accountability.
