Rosmary Blanco

I’m an Operations and Training professional with 4+ years in BPO environments across KYC, payments, and customer experience campaigns. I build operational readiness through onboarding, knowledge management, knowledge transfer, and process documentation.

As a Trainer and Lead Knowledge Management Specialist, I helped launch the Kaizen KYC & Payments campaign, getting agents operational from day one. I’ve trained 100+ agents on KYC compliance, identity verification workflows, and operational standards, and I delivered refresher sessions that improved CSAT and NPS production quality metrics.

I translate dense regulatory and compliance guidelines into clear SOPs, job aids, and structured learning content—then apply quality-oriented judgment to ensure alignment between policy, training materials, and agent behavior. I partner with QA and Operations to keep training accurate, current, and actionable, while maintaining strong SLA compliance and detailed case documentation.