
An experienced professional with a background in team leadership, knowledge management, and training, specializing in driving performance improvement and operational efficiency. At Foundever, led a team responsible for managing a knowledge base with over 1,000 articles, improving productivity and QA scores through the development of targeted training materials. Skilled in project planning, process updates, and internal communications, with a strong focus on aligning knowledge resources with quality standards. Additionally, managed a team of 20 seasonal customer service agents, consistently meeting service level targets through coaching and performance reviews. As a Flex Learning Apprentice, facilitated training for over 80 agents, achieving top KPIs across the department. Formerly a Clinical Registered Nurse, bringing a detail-oriented and solutions-driven approach to managing critical situations and processes.