Open to opportunities

Tanya Lizama

@tanyalizama

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Customer experience and quality management consultant driving measurable service improvement.

Belize

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What I'm looking for

I seek roles where I can lead quality and CX improvements, design training programs, implement process standards, and coach teams in a collaborative, impact-focused organization.

I am a customer experience and quality management professional with two decades of experience designing and implementing quality assurance, training, and process improvements across telecoms, BPOs, retail and healthcare. I specialize in omni-channel service quality, audit systems, survey development, and knowledgebase management.

As Lead Consultant & Trainer and Top Rated independent contractor, I have developed Voice of the Customer/Employee programs, built recruitment and onboarding processes, created job descriptions and SOPs, and led training programs that improved service consistency and team performance. I have held senior quality roles at Belize Telemedia Limited, managed contact center operations during crisis, and transformed a retail business to a scalable online model.

I bring a methodical, research-driven approach, strong leadership and facilitation skills, and a focus on measurable outcomes—improving customer journeys, enabling teams through learning and development, and embedding continuous improvement and AI-aligned efficiencies into operations.

Experience

Work history, roles, and key accomplishments

Current

Top Rated Independent Contractor

Current

Upwork

Jun 2014 - Present (11 years 3 months)

Delivered content development, lead generation, research, CRM management, SOP development, and quality management projects for global clients, improving prospecting workflows and knowledgebase systems.

Lead Generation CRM Management SOP Development Content Writing Research Remote Team Management Copywriting

Current

Lead Consultant & Trainer

Current

Quality Consulting & Business Services

Jun 2014 - Present (11 years 3 months)

Provided consulting, quality assurance, survey design, and training services for telecoms, BPOs, healthcare, and private clients; delivered Voice of Customer/Employee programs and operational process improvements that standardized recruitment, onboarding, and QA practices.

Quality Assurance Training Development Survey Design Process Improvement Customer Experience Audit & Appraisal Systems Coaching

Quality Manager

Belize Telemedia Limited

Aug 2022 - Dec 2022 (4 months)

Managed a team of Quality Analysts for omni-channel contact center and field technicians, led QA, training delivery, and assumed contact center leadership during Hurricane Lisa to ensure operational continuity.

Quality Management Team Leadership Crisis Management Process Development Coaching

Owner / Operator

Sheena Jean’s Boutique & Thrift

Jul 2007 - Dec 2021 (14 years 5 months)

Operated an online retail business managing marketing, sales, logistics, procurement and a remote team; built a customer database of 1,200+ and executed multi-channel campaigns to grow reach and sales.

Digital Marketing Content Production Merchandising Remote Team Leadership Customer Experience

Customer Services Quality Manager

Belize Telemedia Limited

Aug 2010 - May 2014 (3 years 9 months)

Established and led the Quality of Service Department, developed QA processes and an internal knowledgebase, hired and trained QA staff, and supported cross-functional integration to improve service consistency and accuracy.

Quality Assurance Training Recruitment Process Design Performance Improvement Cross Functional Collaboration

Quality Assurance Supervisor

Infotel International

Jun 2007 - Aug 2010 (3 years 2 months)

Supervised QA teams auditing call center agents across Belize, the United States, and the Philippines and progressed through roles in loan processing, customer service, and training facilitation.

Auditing Team Supervision Facilitation Call Center Operations Loan Processing

Call Center Agent

Fulton Data Processing

Jun 2001 - May 2006 (4 years 11 months)

Handled customer inquiries, order and payment processing, complaint resolution, and contributed company-wide customer-response scripts and onboarding support for new agents.

Customer Service Order Processing Scripting Onboarding Communication Problem Solving Data Entry

Education

Degrees, certifications, and relevant coursework

Udemy (ICA Fully Accredited)

Level 3 Certification, Training & DISC Coaching

Completed Level 3 Training & DISC Coaching certification via Udemy in June 2025.

Coursera (HR Certification Institute®)

HR Certification, Learning & Development

Completed a Learning & Development HR certification via Coursera in May 2024.

Coursera Project Network

Project Certificate, Product Development / Customer Journey Mapping

Completed a Product Development project on Customer Journey Mapping with Miro in April 2024.

Ludwig-Maximilians-Universität München (via Coursera)

Course Certificate (with Distinction), Competitive Strategy

Grade: Distinction

Completed Competitive Strategy course with Distinction via Coursera in September 2013.

Benchmark Portal

Certification, Quality Assurance

Certified in Quality Assurance for contact centers covering strategy, culture, process, coaching, recognition, and technology in November 2012.

Telecoms Academy (of London, UK)

Mini MBA, Telecommunications Management

Completed a Telecoms Mini MBA in December 2011.

Galen University

Course Certificate, Total Quality Management

Completed a Total Quality Management course focused on the human side in June 2011.

Strategic Link Consulting

Professional Development Certificates, Supervisory & Managerial Development

Completed multiple supervisory and managerial professional development courses in 2010 (Performance Management, Team Building, Professional Behavior).