Winnie Sayson

• Led end-to-end process training and facilitation for retail accounts, ensuring consistent compliance with operational standards, client expectations, and service excellence benchmarks.
• Conducted refresher and upskilling sessions based on training needs analysis and data-driven performance evaluations, addressing performance gaps through targeted coaching to improve agent performance, enhance customer experience, and achieve key CPI/KPI targets.
• Collaborated with operations and leadership teams to drive process improvement initiatives focused on productivity, efficiency, and customer satisfaction using Lean Six Sigma methodologies.
• Collaborated with operations and leadership teams during business reviews to identify opportunities for process improvement, operational efficiency, and enhanced customer experience.
• Served as a Hiring Manager representative during final interviews, evaluating candidates based on communication skills, cultural fit, and operational readiness for the account and company.