I’m a Training, Operations, and Quality professional with 5+ years of experience supporting people, processes, and performance in fast-paced BPO and customer experience environments.
My background includes Learning & Development, onboarding, virtual and instructor-led training, quality assurance, coaching, performance improvement, process documentation, reporting and analytics, customer experience, and cross-functional operations support. I have supported multiple lines of business and worked closely with Operations, Quality, Training, and other stakeholders to identify performance gaps and turn them into practical solutions.
As a Certified Evolve Master Trainer, I led onboarding and certification programs for Communication Trainers, Process Trainers, and Quality Evaluators. I also served as a team Point of Contact and supported acting leadership responsibilities, helping coordinate priorities, address concerns, and maintain communication with stakeholders.
I’m comfortable analyzing KPIs such as CSAT and NPS, creating reports and trackers, developing training and process resources, documenting SOPs, coaching employees, and coordinating projects from planning through follow-through. My tools include Microsoft Excel, Word, PowerPoint, Teams, SharePoint, Zoom, Microsoft Copilot, and Synthesia.
I’m known for clear communication, attention to detail, structured problem-solving, and the ability to work independently while keeping stakeholders informed. I’m particularly interested in long-term remote opportunities in Training & Development, Operations, Quality Assurance, Knowledge Management, Customer Experience, Enablement, Process Improvement, and Project Coordination.
If you’re looking for someone who can organize information, improve processes, support teams, analyze performance, and turn business needs into clear action, I’d be happy to discuss how I can contribute to your team.
I also hold a Bachelor of Science in Nursing and am a Registered Nurse, providing me with a strong foundation in healthcare terminology, clinical concepts, documentation, and detail-oriented work. While my professional experience has primarily been in BPO, Training, Quality, and Operations, my healthcare educational background allows me to bring an additional perspective to healthcare-related and medical support projects.
