Open to opportunities

Rebeca Duarte

@rebecaduarte

I build compliant remote training operations and improve contact-center performance through coaching, reporting, and quality audits.

United States

Message

What I'm looking for

I'm looking for a remote learning, enablement, quality, or operations role where I can improve training readiness, compliance reporting, performance coaching, and customer outcomes through accurate documentation and cross-functional collaboration.

At BeneLynk, I supported virtual training cohorts of up to 100 participants, managed attendance governance and audit-ready reporting, and helped leadership assess workforce readiness. I also performed quality audits, analyzed KPI trends, and created coaching plans that improved team accuracy and schedule adherence in compliance-critical healthcare operations.

I've also supported customers across life insurance, healthcare services, retail, and bilingual cable and internet technical support at Farmers New World Life Insurance Company, Labcorp, QVC, and Startek. Earlier, I led creative projects across marketing, production, and stakeholder teams, bringing strong documentation, process coordination, virtual facilitation, and English-Spanish communication skills.

Experience

Work history, roles, and key accomplishments

Development Coach / Learning & Enablement Operations

BeneLynk

Jun 2024 - Jan 2026 (1 year 7 months)

Performed quality audits of member engagement cases ensuring 100% adherence to federal regulations and internal scripts. Analyzed KPI reports to identify service gaps and implemented coaching plans to improve team accuracy and schedule adherence.

Quality Auditing Performance Metrics Compliance Member Enrollment Data Integrity Advocacy Production Leadership virtual training Microsoft Teams ADP CRM Reporting

Customer Care Advocate II

Farmers New World Life Insurance Company

Jul 2023 - Jun 2024 (11 months)

Provided inbound customer support for policyholders and insurance agents regarding life insurance products, coverage, payments, and policy options. Resolved complex inquiries while maintaining accuracy, compliance, and customer satisfaction standards.

Customer Support life insurance Problem Solving Documentation

Customer Service Representative

Labcorp

May 2022 - Jan 2023 (8 months)

Assisted customers with account inquiries, billing questions, and order-related concerns in a high-volume environment. Managed inbound and outbound communications while maintaining professionalism and accuracy.

Customer Service Billing Problem Solving

Customer Care Representative

QVC

Apr 2021 - Apr 2022 (1 year)

Processed orders and resolved customer concerns while meeting performance metrics and quality standards.

Order Processing Customer Service Quality Standards

Bilingual Technical Support / Customer Service Representative

Startek

Dec 2019 - Apr 2021 (1 year 4 months)

Provided bilingual technical support and troubleshooting assistance for cable and internet customers. Guided users through technical solutions and service setup and activation processes.

Bilingual Support Technical Troubleshooting CRM Ticketing Systems

Creative Manager / Art Director

Multiple Organizations

Jan 2000 - Dec 2019 (19 years 11 months)

Managed the full project lifecycle from initial client discovery to final implementation, ensuring all technical and creative deliverables met strict deadlines and budget constraints. Coordinated vendors, resources, and project requirements while meeting deadlines and budget expectations.

Project Management Cross functional Coordination Vendor Management Marketing Leadership Training