Reading, exercising, baking
Emma Isabel Hernandez Romero
Learning And Development Coordinator
Querétaro City, Querétaro
Summary
With extensive experience in customer service, quality assurance, and learning and development within a call center environment, I have developed a comprehensive skill set to drive performance and improve operational efficiency. Starting as a Customer Service Representative, I managed customer inquiries, resolved issues, and ensured a high standard of service. I then advanced to a Quality Assurance Associate, where I monitored calls, assessed performance, and provided feedback to ensure compliance with quality standards. Currently, as a Learning and Development Coordinator, I coordinate team development, and facilitate continuous improvement, aligning training initiatives with organizational goals to enhance overall performance in the call center.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Learning and Development Coordinator
Cart.com
07.2014 - Current
- Training Material Management: Ensure all training materials for multiple brands are up to date, accurate, and aligned with organizational standards and objectives.
- Team Coordination: Coordinate quality assurance associates and trainers, scheduling and leading weekly and biweekly meetings to track progress, address challenges, and ensure goals are met.
- Call Calibration Coordination: Facilitate and coordinate call calibration sessions both internally and externally with clients to ensure consistency and accuracy in evaluations.
- Team Collaboration: Contribute to the team’s overall success by accomplishing related tasks and results, supporting colleagues and stakeholders to achieve shared objectives.
- Quality Monitoring: Monitor telephone calls, chats, and emails to ensure accuracy of information and quality of delivery, providing recommendations for improvement to the QA team.
- AI Integration for Call Scoring: Begin the process of feeding data into AI systems for call scoring, ensuring accuracy and effectiveness in automating the evaluation process.
Quality Assuance Associate
FbFlurry
Querétaro, Querétaro
10.2016 - 01.2022
- Call Monitoring and Evaluation: Regularly monitor and assess customer interactions, including phone calls, emails, and chat communications, ensuring they meet company standards and compliance requirements.
- Customer Experience Improvement: Act as a liaison between quality assurance and customer service teams, promoting an environment focused on continuous improvement and delivering an exceptional customer experience.
- Call Calibration: Participate in call calibration sessions with management and team leads to ensure consistency and accuracy in evaluating customer interactions across the team.
Education
Tourism
Instituto De Ciencias Y Estudios Superiores
Morelia, Michoacán, Mexico 05.2001 -
English Teacher - Teaching English As A Second Language
Baden Powell Institute
Morelia, Michoacán, Mexico 05.2001 -
Skills
Teamwork
Customer service
Problem-solving
Time management
Multitasking Abilities
Active listening
Professionalism
Written communication
Continuous improvement
Interests
Timeline
Quality Assuance Associate
FbFlurry
10.2016 - 01.2022
Learning and Development Coordinator
Cart.com
07.2014 - Current
Tourism
Instituto De Ciencias Y Estudios Superiores
05.2001 -
English Teacher - Teaching English As A Second Language
Baden Powell Institute
05.2001 -
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