Hire the Best SurePeople Performance Specialists

Passionate Learning & Development senior manager who combines innovation, AI, and LMS expertise to design training systems that drive real-world results. With 7+ years steering technical & Sales programs—from Concentrix call-centers to Microsoft 365 and Copilot rollout—I excel at: Building Intelligent LMS Solutions: Architecting end-to-end learning platforms and integrations that streamline onboarding, certification, and ongoing skill refreshers. Leveraging AI for Impact: Developing custom Copilot-powered training agents, micro-learning videos, and scenario-based simulations that accelerate adoption and boost efficiency. Driving Cross-Functional Collaboration: Partnering with Operations, Quality, HR, and customer-facing teams to align learning strategies with business goals and measurable KPIs. My work has delivered a 30% improvement in workflow efficiency, a 98% certification pass rate, and significantly reduced onboarding time. As a Senior Training Manager, I’m always exploring the latest in L&D tech—learning management systems, analytics dashboards, and generative-AI tools—to create engaging journeys that empower teams and spark continuous improvement.

My standard is 100% precision and zero errors. I handle backend operations, data security, and remote monitoring for high-stakes projects where details cannot be missed. Whether I’m tracking student progress for a UGC program, matching sensitive payment data, or piloting delivery robots, I keep operations running accurately and securely without needing constant hand-holding. What I do best: Delivery Operations & Tracking: I manage backend workflows, logistics, and data records to accurately monitor student progress and keep programs organized. Data Integrity & CRM Cleaning: Experienced in high-volume data transfers, clearing out CRM discrepancies, and verifying payment records with 100% accuracy. Remote Robot Teleoperation: Real-time navigation of delivery robots in complex environments, focusing on low-latency connections, safety, and quick troubleshooting. QA & Live Monitoring: Strong focus for live feeds and meticulous quality assurance, catching errors that usually slip through the cracks. I don't just check boxes—I make sure the job is done perfectly the first time. If you need reliable operational support to streamline your workflow, let's connect.

Helping businesses hire exceptional talent, deliver outstanding customer experiences, and build safe, trusted platforms. I bring 11+ years of professional experience, including 6+ years in HR & Talent Acquisition and 5+ years in Trust & Safety, Customer Support, and Risk Operations, helping global companies build high-performing teams while delivering exceptional customer experiences. My background combines two areas that are essential for growing businesses: people and operations. Throughout my career, I have successfully managed full-cycle recruitment while also supporting customers through high-volume case management, Zendesk ticket handling, fraud investigations, policy enforcement, and customer escalations. As an Upwork Talent Sourcer, I partnered directly with clients to understand hiring needs, create job postings, source qualified professionals, review applications, conduct interviews, coordinate hiring, and build strong talent pipelines. I have also served as an HR Manager and recruited for healthcare, eCommerce, technology, customer support, sales, marketing, creative, and operations roles across remote teams. On the customer operations side, I have extensive experience handling Zendesk support tickets, investigating account and payment-related issues, reviewing ID verification (KYC), detecting fraud patterns, enforcing platform policies, managing escalations, and maintaining detailed case documentation while consistently meeting quality and productivity targets. Core Expertise ✔ HR & Talent Acquisition ✔ Full-Cycle Recruitment & Upwork Talent Sourcing ✔ Customer Success & Customer Support ✔ Zendesk Ticket & Case Management ✔ Trust & Safety & Risk Operations ✔ Fraud Detection, KYC & Policy Enforcement ✔ ATS, CRM & Recruitment Pipeline Management ✔ Candidate Screening, Interviewing & Onboarding I’m known for being organized, dependable, and proactive. Whether I'm helping a company hire exceptional talent, supporting customers through complex issues, or protecting a platform from fraud, I take ownership, communicate clearly, and focus on delivering results with minimal supervision. If you're looking for someone who can contribute from day one, adapt quickly, and become a reliable long-term member of your team, I'd love to discuss how I can help your business succeed.

With 8+ years of experience in Customer Support, Customer Success, Quality Assurance, Team Management, and Sales Operations, I help businesses improve customer experience, optimize team performance, and streamline support processes. I have worked with SaaS companies, eCommerce brands, service-based businesses, and remote teams, supporting both customer-facing operations and internal performance initiatives. My experience spans customer support, quality assurance, technical support, appointment setting, lead generation, sales development, and team leadership. Over the years I have: • Managed remote support teams and QA programs • Evaluated thousands of customer interactions and delivered performance coaching • Reduced support backlogs and improved response times • Handled customer support through Intercom, Salesforce, Crisp, Shopify, Five9, RingCentral, and other platforms • Led appointment setting, lead generation, and customer success initiatives • Consistently met and exceeded sales targets as a Sales Development Representative and Appointment Setter • Managed teams to achieve sales KPIs, productivity goals, and performance benchmarks • Built and monitored Five9 reporting, agent scorecards, and team performance metrics • Developed QA frameworks, performance reviews, and coaching programs to improve service quality • Created SOPs, workflows, knowledge bases, and operational processes to improve efficiency and scalability Core Expertise: 🗸 Customer Success 🗸 Customer Support Management 🗸 Quality Assurance (QA) 🗸 SaaS Support 🗸 Technical Support 🗸 Team Leadership & Coaching 🗸 Sales Development 🗸 Appointment Setting 🗸 Lead Generation 🗸 Performance Management 🗸 Process Improvement 🗸 Reporting & Analytics 🗸 KPI Tracking 🗸 Operations Management Tools & Platforms: Intercom, Salesforce, Shopify, Five9, RingCentral, Crisp, Scorebuddy, ShipStation, Notion, Slack, Google Workspace, Microsoft Office, Excel, Teams, and various CRM, support, and reporting platforms. Notable Achievements: • 10,000+ hours worked on Upwork • 100% Job Success Score • Top Rated Plus Freelancer • Experience managing support, sales, and customer success teams • Proven track record in quality assurance, coaching, and performance improvement • Strong background in customer retention, process optimization, and operational excellence If you're looking for a dependable professional who can improve customer experience, manage teams, optimize support operations, and drive measurable results, I'd be happy to discuss how I can help your business grow.

With 6+ years of experience in high-volume contact center environments, I have evolved from frontline Customer Service Representative to Quality Assurance Analyst and Team Lead — leading teams, optimizing performance, and driving measurable operational improvements. I specialize in managing people, processes, and performance metrics to create scalable and efficient customer support operations. Throughout my career at Teleperformance Colombia, I have: • Led and mentored teams to meet and exceed KPIs • Designed and implemented performance improvement action plans • Analyzed quality metrics and operational reports • Conducted calibration sessions and compliance audits • Reduced service gaps through process optimization • Ensured adherence to quality and communication standards My background allows me to understand both frontline challenges and management strategy — bridging execution with leadership. I am now focused on roles such as: • Customer Experience Manager • Operations Manager • Team Lead / Supervisor • QA & Performance Manager If you are looking for someone who can strengthen operations, improve performance metrics, and build accountable, high-performing teams — let’s connect.

Welcome to my profile! With over a decade of dedicated experience in administrative and office work, I bring a robust background encompassing pharmaceutical industry training and software quality systems. My extensive career has equipped me with a keen eye for detail and a proactive approach to enhancing operational efficiency. I excel in process improvement and preventative actions, consistently identifying and implementing solutions that streamline workflows and optimize outcomes. My commitment to excellence is matched by my swift work pace, ensuring timely and high-quality deliverables. I am adept at managing and focusing on results, a skill honed through years of diverse administrative roles. As a valuable listener and advisor, I understand complex requirements and translate them into actionable strategies. My experience ranges from developing and delivering induction courses and presentation skills training to conducting functional software tests, precise data entry, and meticulous payroll management. I am passionate about leveraging my administrative and organizational expertise to support your business objectives and drive success. 💼 What can I offer? Process Improvement and Optimization Preventative Action Implementation Development of Induction Courses Delivery of Training Programs (Induction, Presentation Skills, Instructor Certification) Functional Software Testing Accurate Data Entry Payroll Management Customer Service (Internet Cafe, Bookstore, Food Service) Documentation of Pharmaceutical Training Employee Report Registration Invoice Generation Voice Recordings for AI Style Correction and Editing Bilingual Liaison (Spanish – English) 🛠️🖥️Tools and Technologies: Microsoft Excel PC Operating Systems AI Prompts Programming Fundamentals Office Software Suites Microsoft PowerPoint Microsoft Word 📈 Maximizing Your Operational Efficiency I am committed to enhancing your business processes and delivering impactful results. My focus on continuous improvement ensures that I not only meet but exceed your expectations. Leveraging my diverse skill set, I provide precise and effective administrative support. Skills: Process Improvement Preventative Actions Administrative Support Training & Development Software Testing Data Entry Payroll Management Customer Service Documentation Invoice Processing Voice Recording Editing Bilingual Communication (Spanish-English) Results-Oriented Time Management Deep Research Canvas Imagen