Yahaira Feliciano

• Achieved alignment of business goals with measurable performance metrics through collaboration with operations QA and leadership. Identified trends, gaps, and root causes by analyzing training and operational performance data. Delivered insightful reports and leadership summaries that supported data-informed decision making. Provided impactful recommendations that enhanced QA adherence and operational consistency. Enabled stakeholder self-service by implementing standardized reporting frameworks and documentation. Managed multiple initiatives concurrently, ensuring precision and timely completion.

Achieved improved operational efficiency by delivering data-informed guidance to frontline agents on policies and workflows. Streamlined collection and organization of operational data concerning call volume, handle time, and customer trends. Drove process enhancements and training improvements by identifying recurring issues and providing actionable insights. Successfully managed high-volume customer interactions while maintaining strict adherence to KPIs.