Salomon Poplawsky

• Oversaw the Training and Nesting departments, leading 2 coordinators and 15 trainers across 15 campaigns and 44 distinct Lines of Business.
• Specialized in trainer development, KPI performance analysis, and deep-dive attrition diagnostics to drive continuous operational improvement.
• Partnered with senior leadership to design and implement a data-driven ROI focused recruitment strategy, optimizing talent selection and ramp outcomes.
• Delivered consistent reporting to clients and executive leadership, presenting KPI trends, attrition insights, and progress updates on a Monthly, Weekly, and Quarterly cadence aligned to business needs.

• Experience with different types of project, mainly being Collections, Forwarding, Customer Experience and Sales.

• Planned logistics for classes around between 5 to 30 trainees each across different clients and needs.
• Coordinated daily training operations, ensuring smooth delivery across multiple campaigns and Lines of Business.
• Managed trainer schedules, assignments, and coverage planning to support fluctuating training demands.
• Monitored training KPIs (attendance, graduation rate, QA, SPH, nesting performance) and escalated performance gaps with actionable recommendations.
• Provided coaching, feedback, and development plans for trainers to maintain consistent facilitation standards.
• Served as communication bridge between Training, Operations, Workforce, and Recruitment to ensure alignment on headcount and class readiness.
• Oversaw classroom logistics, onboarding readiness, and materials preparation for all incoming classes.
• Led calibration sessions with trainers to standardize content delivery and ensure compliance with client and internal requirements.
• Assisted in the creation and updating of training materials, SOPs, and skill-verification processes.

• Delivered product, service, and troubleshooting training focused on improving OSAT, NPS, Issue Resolution, and FCR for a telecommunications campaign (Internet, Landline, TV)
• Facilitated hands-on technical simulations and roleplays to strengthen communication and problem-solving skills.
• Provided daily coaching and knowledge checks to ensure agent readiness and service quality.
• Aligned training with QA and Operations insights to address performance gaps and reduce repeat contacts.

• Managed daily operations of "Linea CINEMEX", national call center focused on ticket sales and customer service inquiries.