Fabiana H.

While working at a global outsourcing startup I became a customer support manager with experience in cross-functional team management for e-commerce businesses. I've managed multiple high-profiled Clients with programs that range from 2 to 15 associates, distributed globally. As a Customer Support Manager, I was in charge of managing the outsourced services of an online second-hand retail business whose services revolved around support via email and chat; I handled Client & Stakeholder communications and conducted well-being status calls. I have expertise in launching customer support teams, including the creation and implementation of hiring processes according to program needs, product training material research and creation, and the implementation of quality control processes. I've developed a track record of successfully handling multiple projects, Clients, and processes, have experience in process mapping and finding single points of failure, and have implemented real-time operation KPIs to ensure meeting established SLAs. While being a Learning and Development Manager, I created and consistently optimized a two-week, global onboarding program which focused on training material which engaged the company culture, through a mix of blended adult training techniques. I was also able to design, develop, and evaluate learning initiatives and development programs with varied length for individuals and/or teams across the organization. In 2017, I led the analysis and evaluation of different LMS platforms suited for a startup business, which resulted in the implementation of an LMS and authoring tool. During these couple of years, I was able to gain experience in the delivery and evaluation of instructional content that supports multiple methods of delivery (classroom, on-the-job, online, etc.) with the purpose of creating one global training culture. I am detail oriented, goal and data driven, and committed to excellence. I’m hungry to learn new things and am looking forward for my next challenge!