Nancy Estefania Rodas Rivera

Coordinated training, performance, and development initiatives in a fast-paced customer service environment. Leveraged KPI and performance analysis to identify trends and gaps, partnering with Operations and Quality to implement improvements that increased monthly performance from 5% to 8%.

Provided accurate, confidential, and professional English-Spanish interpretation in fast-paced customer service and healthcare environments. Managed time-sensitive and sensitive interactions with empathy, adaptability, and attention to detail while maintaining clear communication under pressure.

Led training, onboarding, and coaching initiatives for customer service and operational teams, using structured follow-up and performance support to consistently achieve target KPIs within 4–6 weeks. Monitored KPIs and learning metrics to identify performance trends, gaps, and coaching opportunities.

Identified training needs through performance analysis and delivered targeted development programs using AI tools for content creation and gamification. Trained fellow trainers to support performance improvement initiatives.

Provided customer assistance, troubleshooting, issue resolution, and sales support across customer service, sales, and technical support roles. Consistently delivered professional customer experiences while meeting performance, quality, and service goals above 85%.

Bachelor's degree in Psychology from Universidad de El Salvador, completed in 2025.