Alejandra del toro
El Paso,TX
Summary
Reliable Training and Quality Trust and Safety Manager demonstrating high level of ownership and initiative for over 10 years. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
10
10
years of professional experience
Work History
Training & Quality Manager | Trust and Safety
TELEPERFORMANCE USA
12.2023 - Current
- Evaluated instructor performance during classes and provided feedback as needed.
- Scheduled meetings with stakeholders to discuss future learning needs.
- Implemented systems for tracking employee certifications and qualifications across departments.
- Coordinated logistics for offsite team building activities or retreats.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
- Conducted assessments to determine skill gaps of existing personnel.
- Created post-training evaluation surveys to measure performance improvement.
- Identified areas of improvement in existing training methods and procedures.
- Collaborated with department heads to design effective learning strategies that support organizational goals.
- Evaluating performance to ensure training is meeting business needs
- Optimize training processes
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Collaborated with other departments to ensure timely completion of projects.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Coordinated and maintained client relationships through timely communication.
- Managed employee onboarding program for new hires ensuring completion of all required documents.
- Ensured that employees received proper training on safety regulations and other relevant information necessary for their job duties.
- Adapted teaching methods to meet the varying needs of different learners.
- Assisted in onboarding new hires into the organization.
Content Developent Coordinator
TELEPERFORMANCE USA
03.2022 - 12.2023
- Conducted business needs analysis to determine the business needs
- Assessed the company's training needs and created material based on the findings
- Utilized Articulate 360, Vyond, and Microsoft software to create engaging material
- Coordinated on cross-functional teams to determine content and training needs
- Maintained an organized library of all published materials for easy retrieval when needed
- Provided timely information and work output to supervisors and team members.
Trainer
Teleperformance USA
01.2021 - 03.2022
- Created training material for new hires and tenured associates.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Assisted with the development of online learning modules for remote learners.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Documented all training activities including attendance records, feedback forms, surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Monitored participant's satisfaction levels throughout each program session by conducting polls or questionnaires.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Provided analytical material and solutions on topics important to the business.
- Maintain an open line of communication with all members of the team and upper management.
Quality Assurance Analyst | Corporate Trainer
Fullbeauty brands
01.2014 - 01.2021
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Lead calibration sessions with leaders and the quality assurance team.
- Provided analytical material and solutions on topics important to the business.
- Supervised the quality of all forms of communication with the customer, such as calls, chats, and emails.
- Created and maintained all records used to evaluate all interactions.
- Maintained accurate records of customer interactions.
Education
Working On A Business Degree - Accounting And Business Management
El Paso Community College
El Paso, TXSkills
- Adaptability
- Collaboration
- Critical Thinking
- Excellent Microsoft Skills
- Customer Service
- Problem-Solving
- Strong Work Ethic
- Creative
- Operations Management
- Performance Management
- Business Administration
- Business Development
- Team Leadership
- Staff Development
- Complex Problem-Solving
- Staff Management
- Cross-Functional Teamwork
- Verbal and written communication
- Business Planning
- Staff Training and Development
- Time Management
- Brand Management
- Key Performance Indicators
- Performance Evaluations
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Training & Quality Manager | Trust and Safety
TELEPERFORMANCE USA
12.2023 - Current
Content Developent Coordinator
TELEPERFORMANCE USA
03.2022 - 12.2023
Trainer
Teleperformance USA
01.2021 - 03.2022
Quality Assurance Analyst | Corporate Trainer
Fullbeauty brands
01.2014 - 01.2021
Working On A Business Degree - Accounting And Business Management
El Paso Community College