Cheryl Berríos

I am a results-oriented Training and Quality specialist with six years of experience in the BPO industry, focused on Training, QA, and Learning & Development. I prioritize quality, consistency, integrity, and continuous growth in every initiative I lead.

In my current role as Senior Training & Quality Specialist I lead facilitation for website content and support teams for a hospitality client, mentor staff across age groups, and oversee QA and CSAT monitoring to improve team performance. I translate quality metrics into actionable plans through daily, weekly, and monthly reporting and root-cause analysis.

Previously I worked as a Website Content Specialist handling ecommerce content, menu updates, and final QA checks before site launches, and as an Appointment Setter and Customer Service Specialist managing high-volume inbound calls, email retention, and coordination with leasing centers. I have experience in medical interpretation as well.

I bring strengths in facilitation, instructional design, troubleshooting, leadership, project management, and basic HTML, and I am fluent in Spanish and advanced in English. I seek opportunities to enable teams, optimize processes, and deliver exceptional customer experiences.