Jorge Rodriguez Toledo
Guadalajara
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management, and curriculum design.
Trainer and QA expert motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager - Training and Quality
Silvercreek Management
10.2020 - Current
QA and Training Lead Experience. 2023 to Date
· Training Lead for every new employee.
· Creation of the CS Team.
· Developed QA guidelines and processes.
· SME for the CS Team.
· Creation of guidelines, protocols, and SOPs.
Assistant Manager Experience. 2022-2023
· Sr. Assistant Manager.
· Assistant manager’s Lead for 12 APMs.
· Creation of Bulletin Project for Assistant Managers.
· De-escalation Lead for members of the Board of Directors, BODs in 10 different HOAs.
· Subject Matter Expert for APMs.
Customer Support Experience 2020-2021
· Sr. Customer Support Agent
· Record of phone calls taken, (200+).
· Constant mention for kudos and reviews via Google.
· Perfect attendance record.
Customer Service Lead Trainer
Wipro Technologies
09.2014 - 01.2019
Customer Support Experience 2014-2015
· Nominated for Best agent on the operations floor for 6 consecutive months.
· Record of UES, (United Experience Survey), for 5 consecutive months.
· Perfect Attendance record.
· No escalations for an entire year of taking calls.
Jr. Trainer Experience 2016-2017
· Jr. Trainer for a priority account for United Healthcare.
· Decrease in turnover percentage from 15% to 9%.
· Increase of UES generation by 13%
Sr. Trainer Experience. 2018-2019
· Lead trainer for United Healthcare account.
· Creation of project “Empathy” design to generate UES.
· QA de-escalation specialist.
· Client liaison for constant improvement.
Education
Lean Six Sigma Black Belt - Quality Assurance
Lean Six Sigma Institute
San Diego CA12.2018
Associate of Arts - Communication Studies
Univa
Guadalajara, Jalisco, Mexico12.2002
Skills
- Soft Skills Expert
- Training processes
- Quality Assurance
- Customer support
- Management
Accomplishments
Silvercreek Management
· Decrease turnover percentage from 10% to 2% for 3 consecutive quarters.
· Increase customer satisfaction on Google reviews to 94%.
· 95% effectiveness in QA processes.
· Developed training guidelines for assistant managers with 100% retention and effectiveness.
· Standardized flow of processes and information.
Continuous mention by members of the Board of Directors from several HOAs
Wipro Technologies
· Increase of UES generation by 20% via project “Empathy”.
· Recognized by the client for 3 consecutive months.
· Winner of the “Compassion” and “Delivery” Awards.
· Best record of attendance on the operation floor.
Certification
Lean Six Sigma Black Belt
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Manager - Training and Quality
Silvercreek Management
10.2020 - Current
Customer Service Lead Trainer
Wipro Technologies
09.2014 - 01.2019
Lean Six Sigma Black Belt - Quality Assurance
Lean Six Sigma Institute
Associate of Arts - Communication Studies
Univa
Lean Six Sigma Black Belt
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