Andrea Amaya

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Measuring KPIs, conducting essential client conversations

In charge of a Success project managing a team of active team leaders in charge of the
learning curve of new hires. In charge of deploying 2 sites internationally (Jamaica and
Guyana) My mission was to train the supervisors in their daily tasks, client requirements
and coaching structures.

• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed. Used coaching techniques such as
  DFM and SMART.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Oversaw payroll

• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Collaborated with subject matter experts to create accurate training content.
• In charge of a new hire development project whose objective was to get new recruits ready for production by giving them the knowledge, resources and expectations desired at the time of reaching production.

Responsible for training new customer service representatives and helping professionals
perform better. I was responsible for producing instructional materials, leading training
sessions, determining skill gaps, and maintaining employee motivation

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.