At THE IMPLANT ENGINE (TIE), I led and coached 10 appointment setters while providing performance oversight across a 27-person team. I tracked daily appointment-generation expectations and monthly revenue goals tied to full-arch treatment sales.
I used KPI tracking, call reviews, live feedback, and targeted coaching to support team performance. I also helped multiple setters exit formal Performance Improvement Plans and return to good standing.
I helped design and build TIE Academy, an interactive onboarding platform with training guidelines, SOPs, call-review exercises, quizzes, and workflow documentation. I also proposed a dedicated Conversations Team and developed evaluation rubrics to support the function.
I designed and implemented an AI-assisted call-review workflow integrated with Slack, including scoring rubrics and evaluation guidelines. Earlier, at TELEPERFORMANCE, I provided real-time interpretation for healthcare-related calls between English- and Spanish-speaking participants.
