Daniela Vargas Mora

Beyond metrics, I take pride in fostering a culture of growth and accountability. By designing strategies to support the company goals, I have empowered teams to exceed expectations while ensuring compliance with client requirements.   I am eager to bring this blend of leadership, operational expertise, and customer-centric focus to the Company. I would welcome the opportunity to discuss how my experience can support your team’s goals and contribute to continued success.  

Accenture       2020 - 2025                                                                                                       

Trainer Manager      2024 - 2025                                                                                  

Responsible for the training team, Client meetings, On boarding process and training for new hires for different LOBs. In charge of New Hires performance 1 / 3 and 6 months. WBR and MBR Training. Overseeing Training Agenda, Product Knowledge Testing (PKT) Calibrations, Training Surveys, Training Observations, raining Gantt, End of day/End of Training Reports and Mandatory Courses.

• Developing structured agendas to ensure training sessions are organized, time-bound, and aligned with learning objectives
• CSAT(Customer Satisfaction) Incremented by providing Refreshers to bottom performers by reinforcing knowledge and skills, performance gaps were reduced, leading to better customer experiences.
• Creation of Certification Standardization for Trainers and New Hires by establishing consistent certification processes to ensure all trainers meet the same quality standards
• PKT (Product Knowledge Test) scores improved, showing trainees gained stronger required knowledge.
• Training Matrix Revision creation and approval to map skills, courses, and employee progress. Revising it ensures alignment with updated business needs
• Obtained Kudos from Client for Trainees performance, validating the effectiveness of training initiatives and client trust.
• File Creation for Evidence of Completion for Mandatory client courses to ensure compliance with client requirements.
• Creation of Training Surveys to measure Training effectiveness it helped to get insights to refine future sessions and address gaps.

Team Lead           2021 - 2024                                                                                                                                                                   

Responsible for Agents performance, KPIs and 1x1s. Provide support to agents. PIP design and execution. In charge maintaining agents focused and engaged. Overseeing Weekly Management meetings and Team meetings. Provide with timely updates to the team.

• Obtained Best Team Award 2023 for leading or being part of the top-performing team
• Obtained Best Team Lead Award 2023
• Action plan creation and execution to help to address challenges or improve performance
• Reduced Average Handle Time by 20%
• Reduced attrition within the team I managed by motivating and using retention strategies to keep team members engaged.
• Optimization of key metrics, consistently achieved KPIs such as FCR (First Call Resolution) , NPS ( Net Promoter Score) and QA scores.

Qualfon / Dialog Direct            2019 - 2021                                                                           

Retentions Operations Manager            2020 - 2021                                                         

Responsible for Retentions team Performance and KPIs. Accountable for Agents an TLs commission and payroll. Ensure agents and TLs understand KPIs.

• Achieved and maintained Retention Goal by meeting and sustaining retention targets to make sure employees stayed longer with the company
• Successfully moved our entire staff to WFM by transitioning the workforce to remote work required planning, communication, and technical setup.
• Action plan creation and execution to help to address challenges or improve performance
• Obtained great score on Calibration with the client ensuring alignment between internal quality standards and client expectations
• Developed structured improvement plans for Team Leaders (TLs) to ensure they have clear guidance on how to enhance their performance including coaching, timelines, and follow-up actions.
• TL scorecard creation to establish transparency and accountability, allowing TLs to understand their strengths and areas for improvement.

• HR Administration, ULICORI - currently
• Human Resource Technical, ULACIT