Laura Muñoz Medina
Training Manager
Bogotá
Summary
Experienced training manager with a proven track record in developing and executing comprehensive training programs to enhance the skills, knowledge, and performance of employees across various departments. Successfully managed and oversaw the implementation of a new line of business both locally and abroad, leading a team of 150+ employees. Proficient in data analysis and report building, utilizing these skills to evaluate training effectiveness and drive continuous improvement in training initiatives.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Training Manager
Teleperformance
11.2023 - Current
- Led a team of trainers to deliver high-quality training sessions
- Collaborated with stakeholders to identify training needs and develop training plans
- Developed a strategy to identify and address employees' skill gaps and ensure their professional development
- Developed and implemented innovative training methods to improve learning outcomes
- Developed and implemented an employee training program focused on reducing time to proficiency and improve learning curve
Training Lead
Teleperformance
10.2022 - 10.2023
- Ability to effectively manage multiple training programs, schedules, and resources simultaneously
- Precision in managing training logistics, such as venue bookings, equipment setup, and participant registrations, to ensure smooth execution of training activities
- Capacity to identify and resolve potential issues or challenges related to training logistics, participant engagement, or training content
- Capability to prioritize tasks, adhere to deadlines, and optimize resources to ensure efficient delivery of training programs
Quality Assurance Lead
Teleperformance
03.2021 - 09.2022
- Proficiency in interpreting quality metrics, trends, and performance indicators to assess the effectiveness of quality assurance processes and identify root causes of quality issues
- Strong verbal and written communication skills to effectively convey quality requirements, provide feedback to relevant teams, and collaborate with stakeholders to implement corrective actions
- Aptitude for working collaboratively with cross-functional teams, including production, engineering, and quality assurance, to implement quality initiatives and drive continuous improvement efforts
Quality Assurance Analyst
Teleperformance
11.2019 - 02.2021
- Knowledge of industry-specific quality standards, regulations, and certification requirements to ensure organizational compliance and adherence to best practices
- Capacity to identify quality-related problems or deficiencies, troubleshoot issues, and develop effective solutions to prevent recurrence and improve overall quality performance
Customer Service Representative
Teleperformance
02.2018 - 10.2019
- Excellent verbal and written communication skills to interact effectively with customers and convey information clearly and professionally
- Ability to empathize with customers' concerns, listen attentively to their needs, and remain patient and composed, even in challenging situations
Education
High School Diploma -
Colegio Alvernia
Colombia 05.2001 -
Skills
Ability to work under pressure
Timeline
Training Manager
Teleperformance
11.2023 - Current
Training Lead
Teleperformance
10.2022 - 10.2023
Quality Assurance Lead
Teleperformance
03.2021 - 09.2022
Quality Assurance Analyst
Teleperformance
11.2019 - 02.2021
Customer Service Representative
Teleperformance
02.2018 - 10.2019
High School Diploma -
Colegio Alvernia
05.2001 -
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