I’m looking for roles focused on human development, training, and frontline leadership—where I can apply coaching, applied pedagogy, and transformational leadership to reduce turnover and build high-performing teams.
Open to opportunities
Nayeli Jhoselin Perez Ochoa
@nayelijhoselinperezo
Fluent English | Customer Success Staff/Team Lead. Background in team support, process improvement, and employee training. Skilled at guiding teams.
MexicoWhat I'm looking for
I am a bilingual Customer Success professional with fluent English, seeking Staff and Team Lead roles in remote companies and presencial mode too. My career has focused on supporting customers, improving processes, and helping teams work more efficiently.
In my previous roles, I have been responsible for customer support, technical troubleshooting, and training new team members. I enjoy developing people and creating systems that make onboarding faster and service quality consistent. I am detail-oriented, organized, and I focus on turning customer feedback into process improvements.
My main interests are team development, process optimization, and leadership in Customer Success and Onboarding. I like working with CRM and SaaS tools, standardizing workflows, and mentoring team members to reach their goals. I communicate clearly with both technical and non-technical people, and I adapt quickly to new platforms.
I am looking for a long-term remote position where I can contribute as a Staff member or Team Lead. I value companies that invest in their people and focus on customer experience. I am based in Hermosillo, Mexico, working in Americas timezone.
Experience
Work history, roles, and key accomplishments
RD
Current
Team Lead / Development Leader
RDI
Jan 2022 - Present (4 years 6 months)
Reduced employee turnover by 40% on a new sales campaign by retaining up to 80 agents using pedagogical strategies, effective communication, and motivation plans. Designed and delivered training for agent safety, motivation, and performance for agents with 6+ months tenure.
CO
Financial Analyst / Data Analyst
Conduent
Jan 2019 - Jan 2020 (1 year)
Analyzed operational metrics to identify performance improvement areas. Employment ended due to company restructuring during the COVID-19 pandemic.
TE
Team Lead - Supervisor Development
Teleperformance
Jan 2018 - Jan 2019 (1 year)
Trained and certified new supervisors in the Improvement Lab methodology for talent recovery.
TE
Improvement Lab Leader
Teleperformance
Jan 2017 - Jan 2018 (1 year)
Recovered agents who had been off-target for 3+ months, bringing 100% back to goal within 30 days and reintegrating them into operations.
TE
Learning Lab Leader
Teleperformance
Jan 2016 - Jan 2017 (1 year)
Trained groups of newly hired agents to accelerate their learning curve for successful transition into operations.
TE
Agent → Supervisor
Teleperformance
Jan 2016 - Present (10 years 6 months)
Promoted in under 6 months based on demonstrated leadership and applied pedagogy skills.
Education
Degrees, certifications, and relevant coursework
BE
Bachelor’s Degree in Education
Bachelor of Education, Social Sciences (Geography, History, Civics)
Bachelor’s degree in Education with a specialization in Social Sciences focused on Geography, History, and Civics.
CD
Conversational English Technical Degree
Technical Degree in Conversational English, Conversational English
Technical degree focused on Conversational English.
SH
Sales Leadership & Coaching Bootcamps (40 hours)
Sales Certification (40 hours), Sales & Leadership
Activities and societies: Bootcamps: Leadership, Feedback, and Effective Coaching
Completed a 40-hour Sales certification program including Leadership, Feedback, and Effective Coaching bootcamps.
Availability
Open to opportunities
Location
MexicoAuthorized to work in
Salary expectations
60k-150k USD
Job categories
API DeveloperOn Site Training CoordinatorTalent DevelopmentTraining CoordinatorFrontline LeadershipChild DevelopmentTalent Development CoordinatorLearning & Development CoordinatorLearning And Development CoordinatorTraining & Development SpecialistTraining & Development ManagerL&D CoordinatorTraining And Development LeadTraining And Development Manager
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