Laura Alejandra V.

Need training that changes how your team works, or Excel and Power BI dashboards and staff schedules that match real demand? I help organizations connect learning, people, and operations so performance improves where it counts: on the job. I’m a caring, strategic, and results-driven Learning & Development professional and Instructional Designer with 14+ years in the BPO and customer experience industry. I turn business needs into engaging, measurable, and practical solutions, from the training room to the operations floor. WHAT I DO Learning & Development *Instructional design, curriculum, and lesson planning *E-learning built in Articulate Rise 360 and Canva, enhanced with AI tools *Onboarding and new-hire training programs *Facilitation, coaching, and talent development *Quality assurance, KPI analysis, and performance improvement *English–Spanish and Spanish–English interpretation Data, Forecasting & Operations *Excel dashboards, reports, and data visualization *Demand forecasting and intraday projections *Workforce scheduling and staffing optimization *Real-time monitoring of volumes, attendance, and KPIs *Action plans to keep operations on target RESULTS I’VE DELIVERED *Led the learning journey of 5,000+ customer service professionals *Achieved a 105% performance improvement among new hires in their first 30 days Increased training throughput by 82% in one year WHY WORK WITH ME Most organizations treat training and operations as separate worlds. I connect them. I can help you forecast how many people you need, schedule them efficiently, train them well, and measure whether it’s working, all in one engagement. With a strong HR and people-development perspective, I know effective learning isn’t about delivering content. It’s about changing behavior, building confidence, and creating experiences people can apply right away. I bring strategic thinking, attention to detail, creativity, and empathy to every project, with a strong commitment to delivering measurable value for organizations and their people. Tell me what you’re trying to improve, and I’ll show you how I’d approach it.