Emily Escalona
@emilyescalona
Experienced training facilitator focused on quality assurance and coaching.
VenezuelaWhat I'm looking for
I am an experienced Training Facilitator with a strong background in quality assurance, customer support, and talent development gained through roles at Accenture Trust & Safety and other service organizations. I have led quality programs across multiple language markets, run individual and group trainings, and partnered with leaders to coach and develop teams using data-driven feedback and regular calibration sessions.
I bring advanced proficiency with Google Workspace tools, video conferencing platforms, and training systems, plus technical troubleshooting experience and empathetic, solution-oriented communication. I consistently drive operational excellence through clear documentation, trend analysis, and hands-on mentoring to improve performance and client satisfaction.
Experience
Work history, roles, and key accomplishments
Trainer Facilitator
Accenture Trust & Safety
Jan 2023 - Present (3 years 5 months)
Deliver onboarding and client policy training, conduct individual and group sessions, and mentor new hires to improve performance and client satisfaction across multilingual teams.
Quality Analyst
Accenture Trust & Safety
Jan 2022 - Jan 2023 (1 year)
Spearheaded quality assurance across Spanish, Portuguese, Italian and English markets using daily metrics and audits to identify error trends and drive operational improvements.
Technical Customer Support
Sitel HP
Jan 2021 - Jan 2022 (1 year)
Provided technical troubleshooting and customer assistance via phone and email, resolving issues efficiently and maintaining strong customer relationships through clear, empathetic communication.
Customer Assistant
Program Assistance Corp.
Jan 2017 - Jan 2019 (2 years)
Served as primary contact for customer inquiries, delivering customized service, managing customer data accurately, and maintaining strong client relationships to meet company goals.
Education
Degrees, certifications, and relevant coursework
Accenture Lisbon
Training Facilitator course, Training & Facilitation
2024 - 2024
Completed a Training Facilitator course at Accenture Lisbon in 2024.
SITEL / HP
Technical Customer Support training, Technical Customer Support
2022 - 2022
Undertook technical customer support training with SITEL/HP in 2022.
UNERG University
Radiologist Technician, Radiology / Medical Technology
2009 - 2013
Completed university-level studies at UNERG University between 2009 and 2013.
U.E.P. El Pinar
High School Diploma, Secondary Education
2004 - 2009
Completed secondary education at U.E.P. El Pinar, graduating in 2009.
Tech stack
Software and tools used professionally
Availability
Location
VenezuelaAuthorized to work in
Job categories
Skills
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