Learning & Development Manager
Liberty Latin America
Aug 2022 - Jun 2024 (1 year 11 months)
- Led cross-functional teams in more than 5 countries in Latin America, focusing on a regional model of training, quality, and operational improvement for different telecommunications companies, monitoring and optimizing BPO's processes.
- Spearheaded the development and delivery of impactful training programs for new business platforms, resulting in a 12% digital adoption increase, 18% customer containment and retention growth, and positive NPS across all businesses (e.g., omnichannel platform training launch).
- Design and implement a comprehensive Quality Assurance (QA) scorecard system to measure and improve Customer Experience (CX) handling. This system will include an Employee Scorecard to drive targeted training and performance manag