Mikaella A.
Mid-Level Training and Call Quality Specialist
Open to offersNew to PlatformAbout
Mikaella A. is a highly skilled Training and Call Quality Senior Associate at Genpact Services LLC since April 2022. With expertise in coaching, call auditing, and quality assurance, she excels in evaluating interactions against set standards and delivering actionable feedback to improve agent performance. Mikaella is adept at creating and adapting training programs to meet diverse learning needs. Her proficiency in monitoring KPIs and preparing detailed reports has been instrumental for senior leadership review. Prior to Genpact, she worked at Teletech, where she managed customer service calls related to health insurance. Her early career at Integrated Micro Electronics Inc. involved managing purchasing transactions using SAP and maintaining inventory records. Mikaella's commitment to professional development is evidenced by her completion of Lean Six Sigma Green Belt training and various AI certifications. She holds a Bachelor of Science in Tourism Management from STI Academic Center.
Why hire me
You should hire me because I’m organized, reliable, and adaptable. I have experience coordinating with different teams, managing multiple priorities, and solving problems efficiently. I’m a fast learner, and I’m confident I can contribute to the team while continuing to grow in the role.
Experience
Senior Associate - Training and Call Quality
Genpact Services LLC · 2022 — PresentProvided coaching to agents, offering structured feedback aimed at enhancing quality and performance. Conducted audits of calls, assessing interactions to align with quality standards while pinpointing areas for coaching. Developed and presented training materials suited for both agents and new hires, adjusting content based on learning requirements. Oversaw KPI monitoring, performed data analysis on performance, and generated reports for senior leadership and relevant stakeholders. Completed Lean Six Sigma Green Belt training and successfully finished the AI Practitioner program at Genome.Customer Service Representative
Teletech · 2021 — 2021Addressed customer inquiries regarding health insurance, providing assistance that was both clear and accurate. Executed refund processing and managed escalated issues, ensuring compliance with established procedures and service standards.Production Clerk
Integrated Micro Electronics Inc. · 2019 — 2019Facilitated purchasing transactions utilizing SAP, aiding in the accurate handling of procurement activities. Kept records related to inventory management and assisted in monitoring as well as coordination efforts. Engaged in client communication while supporting operational and purchasing needs.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementSTI Academic Center · — — 2018
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