Floriselva Garay
Tegucigalpa
Summary
Results driven Learning and Development Coordinator with 6+ years in the BPO industry. Skilled in designing and implementing training programs that enhance performance and team effectiveness. Successfully delivered 160+ classes in 2024 with an 80% throughput, growing the training team by 200%. Experienced in managing onboarding processes for seamless candidate transitions and maintaining strong client relationships to align training with business goals. Adept at leading high performing teams, optimizing efficiency, and using data driven decision making to drive success.
Overview
5
5
years of professional experience
Work History
Learning and Development Coordinator
Interactive Contact Center
05.2024 - Current
- Maintained strong client relationships through regular communication, aligning training strategies with business objectives.
- Managed the onboarding process to ensure smooth candidate transitions and readiness for production.
- Enhanced employee performance by developing and implementing comprehensive training programs tailored to diverse client needs.
- Collaborated with stakeholders to identify skill gaps and design targeted training initiatives.
- Developed customized coaching plans for individual employees based on performance reviews and identified areas for growth.
- Promoted knowledge sharing among employees by creating a knowledge base with best practices, templates, and guidelines.
- Managed a team of 30 trainers and 3 team leads, ensuring training effectiveness and consistency.
- Increased training throughput from 65% to 80%, improving employee success rates.
- Managed budgeting, forecasting, and financial data reporting.
- Reviewed training KPIs weekly, identifying areas for improvement and implementing strategic changes.
- Developed and implemented an English proficiency assessment process for candidate selection.
- Proactively coordinated with Quality Assurance to conduct runovers, calibrations, refreshers, and retrainings.
- Conducted audits to ensure trainers adhered to standardized content and methodologies.
- Managed payroll verification and reporting, ensuring accuracy and timely processing.
Learning and Development Leader
Interactive Contact Center
07.2022 - 05.2024
- Led workshops, seminars, and webinars to develop critical skills in leadership, communication, and problem solving.
- Mentored team members in best practices for adult education, fostering a collaborative environment focused on growth and development.
- Designed and implemented different training programs and material that enhanced employee skills.
- Demonstrated strong leadership by guiding team members and fostering a collaborative work environment.
- Provided constructive feedback and one-on-one coaching to employees.
- Participated and attended meetings to obtain information for use in training programs.
- Effectively managed training initiatives, coordinating with stakeholders and ensuring the seamless delivery of training programs.
- Adapted training materials to meet changing business needs, resulting in increased employee engagement and knowledge retention.
- Addressed performance gaps through targeted coaching and feedbacks, leading to a significant reduction in errors and an enhanced team's overall KPI's.
- Reviewed trainer's KPI's on a weekly basis.
- Prepared and verified payroll data, ensuring accuracy.
- Developed and maintained a detailed schedule for weekly report submissions, consistently meeting deadlines.
Trainer
Interactive Contact Center
01.2022 - 07.2022
- Trained, coached and supervised future interpreters.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Listened and monitored calls to provide corrective feedback.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Creation of Standard Operating Procedures for different accounts.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Prepared training materials, videos and presentations.
- Notified stakeholders regarding behavioral concerns, attendance tracking and additional pertinent information relating to achievement of effective training.
- Provided legal workshops to different accounts within the company.
Interpreter
Interactive Contact Center
01.2021 - 01.2022
- Supplied thorough, accurate and ethical interpreter services for individuals with limited English speaking skills.
- Assisted with customer support services, medical and legal interpretation.
- Delivered accurate interpretations for clients in medical settings to support patient care.
- Conducted cultural research to enrich context during interpretation for diverse audiences.
- Maintained message content, tone, and emotion as closely as possible.
Trainer Assistant
Knoah Solutions
11.2019 - 12.2020
- Ensured compliance with organizational policies and procedures during all aspects of the training process.
- Served as a reliable resource for trainees seeking additional information or clarification on course topics outside of scheduled sessions.
- Contributed to the improvement of overall training programs by gathering participant feedback and implementing necessary changes.
- Assisted lead trainer in developing customized training materials for different learning styles and needs.
Education
Dr. In Oral Surgery -
Universidad Nacional Autónoma De Honduras
Honduras10-2018
High School Diploma -
La Ceiba Bilingual School
La Ceiba, Honduras06-2012
Skills
- Stakeholder Communication & Client Relations
- Onboarding
- E-learning design
- Organizational development
- Training delivery
- Talent management
- Career development
- Needs assessment
- Learning Management Systems
- Financial reporting and analysis
- Budgeting and forecasting
- Data interpretation and reporting
- Compliance
- Leadership & Team Development
Timeline
Learning and Development Coordinator
Interactive Contact Center
05.2024 - Current
Learning and Development Leader
Interactive Contact Center
07.2022 - 05.2024
Trainer
Interactive Contact Center
01.2022 - 07.2022
Interpreter
Interactive Contact Center
01.2021 - 01.2022
Trainer Assistant
Knoah Solutions
11.2019 - 12.2020
Dr. In Oral Surgery -
Universidad Nacional Autónoma De Honduras
High School Diploma -
La Ceiba Bilingual School
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