Open to opportunities

Lourdes Gonzalez

@lourdesgonzalez

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Experienced Learning & Development Trainer with a focus on impactful training.

Zimbabwe

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What I'm looking for

I am looking for opportunities to lead impactful training initiatives that foster employee growth and engagement in a collaborative environment.

As a dedicated Learning & Development Trainer with over six years of experience, I have successfully designed and delivered training programs that enhance employee performance across various business lines. My role at Alorica involved collaborating with internal stakeholders to assess training needs and develop targeted action plans that drive results. I take pride in facilitating onboarding sessions and upskilling initiatives that empower individuals and teams to excel.

My journey began as a Customer Service Representative, where I honed my communication and problem-solving skills in a fast-paced environment. This foundation paved the way for my advancement to Team Lead, where I optimized team performance through strategic coaching and feedback. My passion for mentoring new hires and implementing data-driven learning solutions has been instrumental in fostering a culture of continuous improvement and engagement.

Experience

Work history, roles, and key accomplishments

Learning & Development Trainer

Alorica

Jun 2018 - Mar 2023 (4 years 9 months)

Designed and delivered impactful training programs for multiple business lines, both remotely and on-site. Facilitated collaboration with internal stakeholders to assess training needs and develop targeted action plans. Led onboarding sessions and competency-based coaching to strengthen individual and team performance.

Instructional Design Coaching Facilitation Content Development

Team Lead

Alorica

Jun 2016 - Jun 2018 (2 years)

Led a team of customer service agents, optimizing performance through coaching, goal setting, and regular feedback. Created strategic performance plans and managed workforce schedules to ensure operational efficiency while maintaining quality standards.

Coaching Performance Management Team Leadership Customer Service Coaching Feedback Communication Goal Setting Escalation Management

Customer Service Representative

Allied Global

Mar 2014 - Jan 2016 (1 year 10 months)

Provided exceptional customer support in a high-volume call center environment, addressing client inquiries and resolving service issues. Demonstrated strong communication and problem-solving skills while meeting quality and productivity targets.