Paula Bueno

Highly committed and team development oriented leader with 6+ years of experience in BPO industry,
providing learning solutions and innovative ideas to clients from several industries (retail, banking, Travel &
Hospitality, Rental Car) and different countries.
My impressive results as customer service representative, trainer and training lead have allowed me to
continuously grow within the company. Highly organized and effective in data collection, representation and
analysis. Focused on skills development in my team and unflagging model of the company values.

Manage and control optimization of training processes related to resources, updates
and performance measurement, to guarantee strong performance
Ensure trainers and leads are aligned with the knowledge acquired during training, to be
able to meet client's expectations
Create and stablish strategies based on analysis and validation of data, to meet goals
proposed by the training team
Lead and participate in communication channels, meetings and relations between
clients and the company, related to training and the LOB managed to contribute with
information and solution for decision making
Identify and report updates related to the operation logistics (materials, rooms,
schedules) to optimize processes inside and outside of the organization
Supervise, audit and present reports to the training director related to novelties or
possible roadblocks, to keep control of the processes and ensure results
Lead professionally and ethically from the role, according to company's values and DNA

Admin Areas Learning Journey
Teleperformance, Bogota DC
Effective Leadership
Problem Resolution
Emotional Intelligence

Learning How to be a Leader
DeMentes Brillantes, Bogota DC
Course about identifying the type of leader you are and things you need to work on to
improve

Coaching Cycle
Teleperformance, Bogota DC
The Cycle of Coaching
Coaching Tools
SMART Goals

Ingeniería Química
Universidad Industrial de Santander, Bucaramanga
Carrera Universitaria