Montserrat Ruiz
Learning and Development
houston,TEXAS
Overview
9
9
years of professional experience
Work History
Talent Development Coordinator
Teleperformance
Aguascalientes
10.2017 - 08.2021
- Conducted employee performance evaluations, and implemented corrective actions to increase productivity by 10%
- Developed and maintained an internal talent development system to track employee progress and increased employee satisfaction
- Provided support during onboarding processes helping new hires adjust quickly into their roles to reduce attrition in 15% during the first employee semester
- Created and implemented training programs to fill metrics customer requirements
Workforce Management Specialist
Teleperformance
Aguascalientes
07.2015 - 10.2017
- Handled all schedule-related requests, including PTO, shift swaps and overtime to achieve 95% attendance compliance
- Produced detailed reports on workforce productivity and expenses
- Coordinated efforts between different departments regarding workload distribution
- Analyzed data from time tracking systems to improve workforce utilization and reduce 5% attrition per month
Training Lead
Teleperformance
Aguascalientes
06.2014 - 07.2015
- Coordinated KPI-driven training sessions through structured role-playing and lectures, aligning 100% of new hires to meet initial proficiency benchmarks
- Conducted training sessions tailored to meet KPI requirements for newly hired staff and graduates
- Developed innovative learning approaches tailored to employee needs, resulting in 95% employee satisfaction during the training and On the Job period
- Assure and report employee certifications and qualifications during the training period to assure product and tool knowledge
Quality Assurance Specialist
Teleperformance
Aguascalientes
05.2013 - 06.2014
- Integrated cross-functional insights into quality monitoring strategies, employing data-driven analysis that contributed to reducing performance issues by 20%
- Spearheaded the implementation of a comprehensive quality management system that improved team performance by 25% through data-driven insights and real-time feedback mechanisms
- Collaborated in agile sprints to streamline QA workflows, enhancing productivity by 15%
- Streamlined quality testing protocols, reducing defect rates by 30%, through the adoption of automated testing tools and continuous integration processes
Technical Support Representative
Teleperformance
Aguascalientes
10.2012 - 05.2013
- Diagnosed system errors and provided clear, written and verbal explanations to resolve customer issues for over 100 weekly queries
- Boosted customer satisfaction scores by 30% by implementing enhanced problem-solving techniques evaluated through VOC surveys
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients
- Listened to customer needs to identify and recommend best products and services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
- Curriculum design
- Workforce planning
- Organizational development
- Training facilitation
- Talent assessment
- Succession planning
- Learning management systems
- Training development
- Forecasting employment needs
- Hiring and onboarding
- Performance optimization
Languages
Spanish
Native language
English
Advanced (C1)
C1
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteHybridImportant To Me
Company CulturePersonal development programsWork from home optionTeam Building / Company RetreatsTimeline
Talent Development Coordinator
Teleperformance
10.2017 - 08.2021
Workforce Management Specialist
Teleperformance
07.2015 - 10.2017
Training Lead
Teleperformance
06.2014 - 07.2015
Quality Assurance Specialist
Teleperformance
05.2013 - 06.2014
Technical Support Representative
Teleperformance
10.2012 - 05.2013