Aura Morales
Cali
Summary
I am a dynamic professional with over 6 years of experience in leadership, program development, and process improvement. I have successfully led multiple initiatives that demonstrate my capabilities in project management, content development, and team leadership. I combine my technical expertise with strong interpersonal skills, including active listening and keen observation abilities. My approach focuses on identifying and nurturing individual talents while establishing robust frameworks for success. I am particularly effective at building confidence in team members while maintaining clear guidelines and dependable structures for optimal performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Contact Center Learning and Development Consultant
EasyHealth
01.2023 - Current
- Built and led a high-performing Quality Assurance team of 5 agents from ground up, establishing KPIs, workflows, and performance metrics
- Developed and implemented a comprehensive contact center training department, creating standardized processes and evaluation frameworks
- Managed the end-to-end training lifecycle for new hires and existing staff, resulting in improved agent performance
- Designed and launched a training curriculum incorporating healthcare policies, compliance requirements, and customer service best practices
- Created multi-modal learning content including interactive video tutorials, process maps, and scenario-based training modules, increasing knowledge retention
- Developed and implemented a virtual training approach to accommodate diverse learning styles, ensuring comprehensive remote training
- Built the Quality Assurance department from scratch, including recruiting and training a team of 5 QA analysts
- Designed comprehensive QA frameworks including customized scorecards, audit processes, and automated reporting systems
- Implemented structured coaching programs and feedback sessions to drive continuous performance improvement
- Established regular calibration sessions to ensure consistency in quality evaluation across the team
- Developed detailed performance dashboards and KPI tracking systems for data-driven decision making
- Led the migration and organization of clinical content to Confluence, improving information accessibility and reducing search time by 40%
- Developed standardized templates and documentation processes for clinical teams, ensuring consistent knowledge sharing
- Created and maintained a comprehensive knowledge base of 100+ articles
Learning Experience Leader
Taskus
01.2021 - 01.2023
- Designed and facilitated over 100 virtual and on-site training sessions for diverse audiences including end-users, partners, and distributors
- Created immersive learning experiences combining role-play scenarios, interactive workshops, and hands-on practice sessions
- Developed and implemented certification programs with progressive learning paths for healthcare, financial services, and travel management sectors
- Created microlearning modules for quick-reference guides and just-in-time learning solutions
- Designed comprehensive training curricula for multiple industry verticals, ensuring alignment with business objectives and compliance requirements
- Created engaging multimedia content including video tutorials, interactive presentations, and simulation-based learning modules
- Developed standardized templates and style guides for training materials, ensuring consistency across all learning resources
- Designed practical assessment tools including knowledge checks, scenario-based evaluations, and skills validation exercises
Learning Specialist
Sitel
01.2019 - 01.2021
- Develop individualized training plans that outline specific goals and milestones for each agent, focusing on areas such as customer service skills, product knowledge, and communication techniques
- Utilize technology like interactive e-learning platforms, simulation software, and online resources to make training more engaging and effective
- Implement a system for regular, constructive feedback to help agents understand their progress and areas for improvement
- Incorporate gamification elements into training programs to make learning more enjoyable and memorable
- Encourage peer learning and mentorship programs where experienced agents can share their knowledge and skills with newer team members
- Use practical scenarios and role-playing exercises to help agents apply their skills in real-world situations
Customer Service Representative
Sitel
01.2018 - 01.2019
- Provided detailed information about billing procedures, processed payments efficiently, and assisted customers with setting up various payment options, ensuring a smooth and hassle-free experience
- Employed probing questions to accurately identify customer service needs and meticulously input information into electronic systems, enhancing service accuracy and efficiency
- Skillfully de-escalated challenging customer concerns while maintaining a calm and friendly demeanor, contributing to high levels of customer satisfaction and loyalty
- Updated and managed the Deployment Playbook to ensure internal information was current and easily accessible, supporting team operations and improving overall service delivery
Education
Gamification Certificate -
Pontificia Universidad Javeriana
Cali, Valle01.2024
Advanced Grammar Skills -
Colombo Americano
Cali, Valle01.2022
Foreign Languages Degree -
Universidad Santiago de Cali
Cali, Valle01.2020
Skills
- CRM Expertise (Zendesk, Kustomer, Monday and Epic)
- Content Design
- LMS Expertise (Lessonly, Confluence, and Zendesk Knowledge Base)
- Authoring Tools (Articulate 360)
- Program Development & Implementation
- Team Leadership & Performance Management
- Content Creation & Knowledge Management
- Process Improvement & Quality Assurance
- Data Analysis & Performance Metrics
- Change Management & Strategic Planning
- Learning & Development Strategy
- Cross-functional Team Collaboration
Certification
- Design Thinking: Customer Experience, Alicia Chavero Claver - LinkedIn Learning
- How to Design and Deliver Training Programs, Jeff Toister - LinkedIn Learning
- EF SET Certificate, Education First
- The complete Instructional Designer course, John Hinchliffe - Udemy
- What You Need to Know to Get Started with Your Training Program, David Brownlee - LinkedIn Learning
- Foundations of Learning Management Systems (LMS), Oliver Schinkten - LinkedIn Learning
- Data-Driven Learning Design, Lori Niles - LinkedIn Learning
Languages
English
Full Professional
French
Elementary
Spanish
Native or Bilingual
Timeline
Contact Center Learning and Development Consultant
EasyHealth
01.2023 - Current
Learning Experience Leader
Taskus
01.2021 - 01.2023
Learning Specialist
Sitel
01.2019 - 01.2021
Customer Service Representative
Sitel
01.2018 - 01.2019
Advanced Grammar Skills -
Colombo Americano
Foreign Languages Degree -
Universidad Santiago de Cali
Gamification Certificate -
Pontificia Universidad Javeriana
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