Open to opportunities

Emily Escalona

@emilyescalona

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Experienced training facilitator focused on quality assurance and coaching.

Venezuela

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What I'm looking for

I seek a role where I can lead training and quality initiatives, coach teams, use data to improve performance, and contribute to operational excellence in a collaborative, growth-focused environment.

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

Current

Trainer Facilitator

Current

Accenture Trust & Safety

Jan 2023 - Present (2 years 11 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.

Training Delivery Coaching Quality Assurance Google Workspace Performance Metrics Cross Functional Collaboration

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.

Quality Assurance Auditing Performance Analysis Coaching Data Reporting Trend Analysis

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.

Technical Troubleshooting Customer Support Email Support Empathetic Ticketing Systems Time Management

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.