Ingrid Clavijo

I am a hardworking training and QA manager, with several years of experience in different lines of business. I am a very passionate person, results oriented. I like to use a creative approach to resolve problems, and consider team work key in the success of any organization. I love learning and adapt easily to any environment or business model. I am energetic and believe in development. I have moved forward with several independent studies to enhance my action field focused on statistics, management and leadership. 

ENGLISH TEACHER

Feb 1996 – Jan 199)

Started the position of English teacher for a personalized group training process. Worked on the institution with kids, college students, executives, and schoolteachers. Accomplished improvement on teacher ́s schedules, by coordinating groups of learners based on learning needs. Based on results, I was promoted and invited to open the branch in Bogota.

TELEPERFORMANCE – TRAINING MANAGER

Apr 2012 – Oct 2014

Trainer manager dedicated to Comcast program. In charge of logistics for new hire classes, internal trainer certification process and selection. Participated in recruitment process for new hire classes with sales profile. Developed sales modules for program and worked on strategies for KPI compliance during nesting.

Developed internal development process (tailored training) for supervisors focused on internal procedures, coaching, and action planning with efficiency.

FREELANCE – CONTACT CENTER MANAGER

Nov 2014 – Oct 2015

Based on my experience, I have been working doing freelance works for companies such as Pitstore pro, Hemagu, and Planeta Producciones, leading their data recollection and marketing process in contact center activities.

Assisting logistics as well in Planeta, work for the brand Claro, I coordinate trade activities, looking for suppliers, and hiring staffs for all different activities scheduled with the client by using strategic planning. Coordinated activities as well with supervisors from different cities, doing follow up on their achievements.

SITEL – TRAINING & QUALITY MANAGER

Feb 2016 – May 2019

Head of QA and training team with 4 programs. Developed standard operational processes for Quality team and assist in tools development for reporting and audits, providing support to partners in 2 additional geos.

Worked in strategies and follow up with training team for KPIs improvement in nesting process for programs in charge and internal processes audit. 

SUTHERLAND –QUALITY MANAGER

May 2019 – Apr 2020

Worked as head of quality for finance programs in Colombia, Jamaica, and Mexico. Lead 9 programs for banking/finance. Implemented standard processes for continuous improvement and strategies for critical errors.

Implementation of speech analytics for programs focused on compliance and collections effort and other efficiencies.

During this time launched 5 new programs across all geos.

TELEPERFORMANCE –TRAINING MANAGER

Apr 2020 – May 2021

4 programs in charge, 3 implementations during 2020. Focus on operational standards implementation and improvement. In charge of communications with clients to enhance partnership and collaborate in additional initiatives that can improve learning process. 

SUPPORT.COM – SENIOR TRAINING MANAGER

MAY 2021 – NOV 2021 

Senior head of LATAM training team. Worked on process flow design and implementation. Build process map for internal certification process and standardization of processes across company for training.  

SUTHERLAND –SENIOR QUALITY MANAGER

Dec 2021 – Oct 2022

Senior QA manager in technology vertical. 7 programs in charge within the technology vertical, in charge of implementing continuous improvement processes for each of the programs. Support of additional resources in the area. 

• SENA: Marketing Associate degree
• SPRINT UNIVERSITY (2011); TRIPLE C TRAINING (CREDIBLE COMMUNICATOR WHO IS CLIENT FOCUSED)
• SPRINT UNIVERSITY (2011)  COLLABORATIVE CLASSROOM
• TELEPERFORMANCE (2012)  FIVE STARS LEADERSHIP
• SPRINT UNIVERSITY (2012): TRAINER DEVELOPMENT TRAINING
• SENA (2010):  EXCELL BASIC
• SENA (2015) CRM: ADMINISTRATION
• ISOTOOLS EXCELLENCE (2015): EFQM model
• UDEMY: Statistics (2022)
• UDEMY: Business Analytics (Ongoing)