Summary
Overview
Work History
Skills
Languages
Timeline
Generic

Lesly Mejia

Tolleson,AZ

Summary

Experienced Learning & Development professional with a strong background in training, quality assurance, and team leadership within the call center and healthcare industries. Exceptional communication and organizational skills.

Overview

12
12
years of professional experience

Work History

Sr. Associate Technical Trainer

CoverMyMeds
02.2020 - Current
  • Facilitate in-person and virtual training sessions for new hires and existing call center agents.
  • Manage training classes ranging from 10 to 100+ trainees, ensuring comprehension and productivity.
  • Educate on daily tasks, software applications, and compliance with HIPAA, Adverse Events, and Quality Complaints, with a focus on patient health and support.
  • Collaborate with Instructional Designers to create and refine training materials, ensuring alignment with operational requirements and expectations.
  • Stay updated on organizational trends by conducting regular meetings with Operations leadership and business partners, proposing actionable solutions.

Quality Assurance Analyst

CoverMyMeds
11.2016 - 02.2020
  • Monitored and evaluated calls/cases for 30+ call center agents on a monthly basis, providing feedback and action plans to improve performance.
  • Conducted QA presentations for new training classes to define quality assurance standards and protocols.
  • Facilitated calibration sessions with Operations and external partners to ensure standards compliance and process improvements.
  • Served as a Subject Matter Expert within the Quality Assurance department, supporting new employee onboarding.
  • Coordinated Quality Assurance during peak season, ensuring high-volume programs met Service Level Agreements (SLAs).
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of company expectations.

Patient Care Specialist/Peer Mentor

Philidor RX Services
02.2015 - 01.2016
  • Provided in-person mentoring for multiple classes of over 20 new hires, ensuring understanding of call center processes and duties.
  • Managed 40+ prescription orders daily using dual monitors and multiple applications.
  • Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
  • Consistently ranked as a top performer in Quality Assurance and handle time metrics, exceeding 95% goals monthly.

Quality Assurance Analyst

General Dynamics Information Technology Inc
05.2013 - 02.2015
  • Promoted four times within two years from Customer Service Representative to Claims Specialist, Web Chat/Tech Support, Peer Mentor, and Quality Analyst.
  • Evaluated calls/chats and reported trending issues to the Quality Manager.
  • Provided mentoring and side-by-side training for new classes of 30+ call center agents during peak health insurance season to ensure duties were fulfilled accurately.

Team Lead

Today & Forever Sisters Cleaning
06.2012 - 04.2013
  • Led a team of five, conducted meetings, and scheduled appointments.
  • Provided business insights to new and existing customers.
  • Assigned tasks, tracked work completion, reviewed completed work, and managed finances.

Skills

  • Training & Development
  • Quality Assurance
  • Customer Service Excellence
  • Onboarding & Mentorship
  • Healthcare Industry Expertise
  • HIPAA Compliance

Languages

Spanish
Native or Bilingual

Timeline

Sr. Associate Technical Trainer

CoverMyMeds
02.2020 - Current

Quality Assurance Analyst

CoverMyMeds
11.2016 - 02.2020

Patient Care Specialist/Peer Mentor

Philidor RX Services
02.2015 - 01.2016

Quality Assurance Analyst

General Dynamics Information Technology Inc
05.2013 - 02.2015

Team Lead

Today & Forever Sisters Cleaning
06.2012 - 04.2013

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Lesly Mejia