Zurisaday Sanchez Learning and Development

Interim Training Coordinator

Spotify

Feb 2023 - Current (3 years 5 months)

Project Manager (Training and Employee Engagement)

ModSquad

Dec 2020 - Current (5 years 7 months)

Training: •Manage a team of 5 trainers, overseeing train-the-trainer sessions, content reviews, and trainer evaluations. •Oversee and deliver training programs for 400+ agents, leads, and managers, encompassing new hire onboarding and cross-skilling initiatives. •Analyze metrics and collaborated with key stakeholders to identify training needs, resulting in the development and implementation of targeted training campaigns that improved overall team performance by 15% in three months. •Achieved a 97% training completion rate for new hires by implementing a structured training process and providing robust nesting support, ensuring a smooth onboarding experience. •Collaborate with the operations team to develop and implement PIPs for advisors

Assistant Project Manager

ModSquad

Sep 2020 - Dec 2020 (4 months)

•Facilitated new hire training for multiple projects, ensuring consistent and comprehensive onboarding by designing and delivering training sessions that covered company policies and procedures, as well as specific job functions and expectations. •Managed a team of 7 customer support agents and 2 team leads. •Evaluated customer service cases to assess adherence to quality standards. •Provided one-on-one coaching sessions to review performance metrics, provide guidance on best practices, and review feedback to improve product knowledge and productivity among agents. •Designed and implemented engagement activities. •Established channels for team members to give feedback and share ideas on how to improve team dynamics.

Lead

ModSquad

Apr 2020 - Sep 2020 (6 months)

•Provided customer support for escalated cases in Spanish and English. •Served as SME during nesting for new hire classes. •Supported agents during live cases, answered questions and provided steps during judgment calls.

Customer Support and Moderation Agent

ModSquad

Jun 2019 - Apr 2020 (11 months)

Admissions Counselor

Atlantic International University

Sep 2018 - May 2019 (9 months)

Provided guidance and support to prospective students throughout the application process. Interacted with prospective students through a large volume of inbound and outbound calls and emails. Documented communication with prospective and current students using the CRM system. Attended meetings, educational conferences, and training workshops and served on committees. Prepared reports on students and activities as required by the administration.

U

Back Office Employee

Uno a uno Mercadeo Internacional

Dec 2017 - May 2018 (6 months)

•Coordinated office operations and procedures to facilitate workflow and efficiency. •Supported staff by performing data entry and completing administrative duties. •Examined documents and forms for accuracy, enforcing conformance to company rules and regulations. •Managed office supply orders and inventory to support availability. •Sorted through incoming mail and packages to distribute to the correct personnel. •Reviewed credit card customer applications and complete the process with the bank.

Administrative Assistant

Banco de Costa Rica

Oct 2016 - Nov 2017 (1 year 2 months)

•Provided administrative support in credit card area. •Updated electronic and hard copy filing system. •Generated data reports for credit accounts.

Zurisaday Sanchez

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