Ana Pena
Caribbean
Favorite Wooden Maxim
"Do not permit what you cannot do to interfere with what you can do."
18+ years in the Call Center industry. I have strong analytical skills, attention to detail, and the ability to work collaboratively with other departments. Responsible for support departments like Quality Assurance and Training. As a Quality Assurance Manager, I have been responsible for ensuring the company's products or services meet the established quality standards. My main responsibilities include: - Training and coaching employees. - Developing and implementing quality control processes - Ensuring compliance with regulations. - Conducting audits and inspection - Analyzing data and reporting results Overall, I have a critical role in ensuring that a company's products or services meet established quality standards.
Areas of Expertise
As a Coach
n these roles, Quality and Training, I have helped individuals or teams to achieve their goals and improve their performance. This is my first time working to identify an individual's goals, strengths, weaknesses, and opportunities for growth, to then help them achieve those goals. In the call center industry, I have conducted one-on-one sessions and group coaching. I've used a variety of tools and techniques to help teams, such as assessments, goal setting, action planning, accountability, and feedback. Coaching sessions are significant, including increased self-awareness, clarity of goals and priorities, improved communication and relationships, enhanced skills and knowledge, increased confidence and motivation, and greater overall success and fulfillment.
