With over five years of progressive experience at Straive (formerly SPI), I have evolved from a top-performing Customer Service Representative into a strategic Project Leader specializing in Training and Quality. My career is defined by a commitment to standardizing processes, leveraging data to drive performance, and fostering a culture of continuous improvement. In my most recent role as Project Leader for the Training and Quality Team, I oversaw the end to-end performance of a team responsible for the quality of over 150 individuals. I didn’t just supervise; I optimized. By revamping quality parameters and executing rigorous Training Needs Analysis (TNA), I was able to pinpoint critical pain points and implement self-paced modules and monthly refreshers that directly boosted customer satisfaction scores.
Some of my key achievements include:
• Process Standardization: Developed comprehensive flows for both Training and Quality departments, ensuring consistency and scalability during high-volume hiring ramps.
• Data-Driven Leadership: Implemented a-----------day tracking system to measure the long-term effectiveness of training methods, ensuring that new hires reached peak productivity efficiently.
• Strategic Collaboration: Acted as a bridge between Operations and Stakeholders, facilitating weekly data-driven catch-ups to address DSAT (Dissatisfaction) mitigation and operational "pain points."
• Resource Management: Calculated and managed audit capacities for a small team to ensure 100% coverage across large-scale programs without compromising accuracy.
To add on this, my Project leader and Training specialist days also included creating training materials that can be utilized for the refresher training session(s) and updating the new hire training.
Having started my career as a Web Researcher and Customer Service Representative, I possess a unique "ground-up" perspective. I understand the technical challenges frontline agents face, which allows me to design training materials and quality rubrics that are both realistic and highly effective. My consistent recognition via Certificates of Appreciation for customer excellence reflects my dedication to maintaining high standards.
