Jose Luis Mondragón Maya

Senior Enablement Lead

Apollo.io

Created executive presentations for directors on cohort performance and training outcomes. Developed onboarding and training resources, reducing time to productivity by 30%.

Executive PresentationData Analysis TeachingOnboardingE Learning DevelopmentLMS administrationArticulate RiseArticulate StorylineSalesforceConfluenceJira

Senior Training Manager

Built presentations for senior leadership comparing training results with sales growth. Trained approximately 50 representatives monthly, helping them reach first sale in week 1 instead of week 3.

Training DeliveryPresentation SkillsKirkpatrick ModelContent DevelopmentProcess documentationOnboardingSales TrainingField Analysis

CX Lead, Disputes Operations

Nubank

Identified inconsistent leader-assigned ratings and built standardized criteria for objective evaluation of agent performance. Translated performance findings into coaching and learning resources.

Performance EvaluationCoachingLearning ResourcesScorecardsStakeholder CollaborationProductRiskTechnology

Performance Lead

Analyzed customer experience data to identify operational improvement opportunities and training needs. Delivered coaching and performance management training.

Data AnalysisCustomer ExperienceCoachingPerformance ManagementTraining Delivery

Customer Service Operations Manager

Established a new customer service operation, including hiring and building a team of 6 supervisors.

Operations ManagementTeam BuildingHiringCustomer Service

Customer Service Operations Manager

AT&T

Managed daily operations across 3 customer service and sales programs, reducing staff attrition to 8%.

Operations ManagementCustomer ServiceSales ProgramsAttrition