Jennifer Guillén
@jenniferguilln
Bilingual Learning & Development leader driving onboarding, coaching, and performance improvement.
ColombiaWhat I'm looking for
I am a bilingual Learning & Development professional with 10+ years of experience across BPO and fintech environments, focused on onboarding, coaching, and coordinating training programs that align with business goals.
I have led cross-functional training and quality initiatives, directed onboarding and documentation strategies, and developed coaching plans that improved KPIs, CSAT, QA, and NPS results.
I am passionate about people-centered design, creating meaningful learning experiences, and supporting collaboration through clear processes, instructional design, and performance-focused coaching.
Experience
Work history, roles, and key accomplishments
Manager II, Training & Quality
Concentrix
Oct 2024 - Mar 2025 (5 months)
Led cross-functional training and quality initiatives across fintech operations, improving customer satisfaction, QA, and NPS through aligned onboarding, coaching, and documentation strategies.
Senior Supervisor, Training & Quality
Concentrix
Oct 2022 - Oct 2024 (2 years)
Ensured KPI achievement through tailored coaching plans and performance monitoring across multiple campaigns while supporting trainers and team leaders in onboarding and client-aligned operations.
Training Supervisor
Webhelp-OneLink
Oct 2021 - Oct 2022 (1 year)
Managed a team of trainers to ensure content quality and learning delivery, creating materials and procedures that improved knowledge transfer and operational efficiency.
Coaching Specialist
Webhelp-OneLink
Sep 2020 - Oct 2021 (1 year 1 month)
Designed and facilitated coaching training for team leaders, implementing SMART action plans and behavior-focused coaching that increased compliance, CSAT, and quality scores.
Trainer
Webhelp-OneLink
Aug 2019 - Sep 2020 (1 year 1 month)
Facilitated onboarding and recurrent training for customer service teams and developed learning materials to support soft skills, compliance, and customer experience best practices.
Trainer
Teleperformance
Aug 2015 - Aug 2017 (2 years)
Delivered onboarding and recurrent training for customer service teams, adapting content to business updates and supporting team performance improvements.
Customer Service Representative
Teleperformance
Aug 2014 - Aug 2015 (1 year)
Provided multi-channel customer support, consistently exceeding quality, CSAT, and AHT targets while mentoring new hires and contributing to knowledge-sharing initiatives.
Education
Degrees, certifications, and relevant coursework
Universidad Nacional de Colombia
Bachelor's Degree, Industrial Design
Completed a Bachelor's degree in Industrial Design at Universidad Nacional de Colombia, graduating in 2020.
Availability
Location
ColombiaAuthorized to work in
Job categories
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