Karen Martin

Training Lead

TP

Jun 2025 - Current (1 year 3 months)

- Lead and manage the training team, setting clear objectives, distributing responsibilities, and ensuring alignment with organizational goals. - Analyze performance metrics to assess training impact and suggest data-driven improvements. - Develop innovative training strategies to boost learning engagement and effectiveness. - Serve as a liaison between the training team and other departments such as QA, Operations, and HR to ensure alignment of learning outcomes with campaign KPIs. - Mentor and support individual trainers through feedback sessions, performance reviews, and professional development planning. - Generate training performance reports for senior leadership to inform strategic decisions. - Ensure effective usage of d

Remote Customer Support

GigCX Marketplace

Oct 2023 - May 2025 (1 year 8 months)

- Process and manage remote customer orders, ensuring accuracy and efficiency while maintaining high service standards. - Handle customer inquiries and issue resolution, leveraging CRM tools to improve workflow and client satisfaction.

Bilingual Trainer

TP

Nov 2022 - Jul 2025 (2 years 9 months)

- Led virtual and in-person onboarding sessions for new bilingual agents, covering service protocols, communication techniques, and system navigation. - Designed and implemented interactive training materials using tools like Canvas, Zoom, Microsoft Teams, and OneDrive to ensure engaging and effective learning. - Continuously tracked trainee performance and developed personalized feedback plans to improve knowledge retention and service quality. - Collaborated with QA and Operations teams to align training outcomes with campaign KPIs and company standards. - Championed a supportive learning culture by mentoring junior staff and creating ongoing improvement paths for agents post-training. - Assisted the recruitment department by developing a

Bilingual Customer Service Representative

TP

Oct 2020 - Nov 2022 (2 years 2 months)

- Delivered high-quality customer support in English for North American clients, managing inquiries, refunds, and order resolutions with empathy and precision. - Recognized for communication skills and client satisfaction scores, which led to promotion into the training team. - Ensured full compliance with internal security protocols while handling sensitive client data and transactions. - Assisted with mentoring and shadowing programs for new agents, offering real-time feedback and best practices to accelerate ramp-up time.

Banking Customer Service Advisor

BBVA

Dec 2019 - Dec 2020 (1 year 1 month)

Provided customer assistance through BBVA's digital channels, resolving banking inquiries and service requests efficiently.

Call Center Agent

Claro Colombia

Dec 2018 - Jan 2019 (2 months)

Conducted outbound calls for debt collection campaigns.

Independent Translator

NIKE COLOMBIANA SA

Dec 2015 - Jan 2016 (2 months)

Translated internal catalogs for company departments.

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