Raissa Mea

• Conduct in-depth learning needs analysis by collaborating with stakeholders and leveraging performance data to ensure
training programs address critical knowledge gaps.
• Collaborate with process owners to develop and execute improvement plans, analyze performance data, providing
feedback, and implementing corrective and preventive actions to enhance overall process efficiency and effectiveness.
• Develop and implement comprehensive training roadmaps, ensuring seamless execution from instructional design to
post-training assessment.
• Standardize training content across multiple knowledge management tools, implementing structured knowledge transfer
processes to enhance accessibility and retention.
• Develop and deliver on-demand training sessions to address critical process updates, ensuring operational agility and
knowledge retention.
• Monitor and evaluate training effectiveness through surveys, skill assessments, and performance audits, driving a data
informed approach to continuous learning improvement.
• Own the tracking and reporting of training performance metrics, identifying trends and opportunities for continuous
improvement.
• Oversee performance reviews, internal communications, and employee relations to drive engagement and organizational
effectiveness.
• Lead the integration of critical AI-driven enhancements into operations, optimizing workflows, improving efficiency, and
driving data-informed decision-making.
• Designed a structured feedback triage system in partnership with Microsoft, enabling MS Copilot scalability and improving
AI-driven personalization, boosted overall agent adoption.
• Provided strategic support in transition processes, ensuring seamless knowledge transfer, minimizing disruptions, and
facilitating smooth adaptation to new systems, workflows, or organizational changes.
• Partnered with clients to spearhead an automation initiative revolutionizing case handling, dramatically increasing
efficiency, minimizing manual intervention, and optimizing workflow performance for maximum impact.
• Provide support to the training team across Europe and Americas, ensuring the seamless execution of learning initiatives,
standardization of training materials, and alignment with regional business objectives. Collaborate with cross-functional
stakeholders to enhance training effectiveness, drive knowledge-sharing, and implement best practices that elevate
workforce performance and operational excellence.
• Champion the Voice of the Agent (VoA) by gathering frontline feedback, identifying pain points, and translating insights
into targeted training and process improvements. Advocate for agent experience enhancement through data-driven
strategies, ensuring alignment between training programs and real-world operational challenges.

• Design and deliver comprehensive training programs through diverse instructional methods, ensuring effective
knowledge transfer and skill development.
• Contribute to training strategy by providing insights and supporting the development of targeted training plans aligned
with business objectives.
• Oversee change management for training materials, managing a portfolio of change requests and implementing necessary
updates to enhance learning effectiveness.
• Facilitate global training initiatives, ensuring seamless program execution and knowledge consistency across the
organization.
• Ensure accurate reporting of training delivery metrics and oversee the timely administration of post-training evaluations
and follow-ups.
• Engage proactively with key stakeholders, providing regular updates on training initiatives, process changes, and
improvements.

• Streamlined and documented price list creation processes to enhance efficiency.
• Conducted global and local price data quality checks, troubleshooting discrepancies to maintain accuracy.
• Resolved pricing issues within stated SLAs, ensuring seamless operations.

• Managed escalations, exception requests, and stakeholder relationships to ensure smooth order processing.
• Oversaw monthly work schedules and handled communication with subsidiaries, partners, finance, and regional HQs.

• Executed transactions within prescribed guidelines, ensuring compliance with SLAs.
• Led partner contract processes, driving efficiency and improving partner experience.
• Collaborated cross-functionally to enhance process performance and service level metrics.

• Delivered quality customer service by troubleshooting and resolving technical issues within SLA.
• Provided real-time support via inbound and outbound calls, including coordinating with third-party vendors.

• Provided real-time technical coaching and training to a team of 20 agents, improving resolution performance.
• Developed and delivered refresher training sessions to address key technical challenges.
• Managed escalations and implemented action plans to drive client KPIs and service excellence.

• Identifying and resolving customer technical issues related to hardware, software, and network connectivity.
• Communicating with customers via phone, email, chat, or social media to address their concerns.
• Utilizing established procedures and knowledge databases to troubleshoot and resolve issues.

• Identifying and resolving customer technical issues related to hardware, software, and network connectivity.
• Communicating with customers via phone, email, chat, or social media to address their concerns.
• Utilizing established procedures and knowledge databases to troubleshoot and resolve issues.