Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Sarahi Sosa

Sarahi Sosa

Toronto

Summary

Dynamic Ecosystem Community Lead with a proven track record at Scotiabank, enhancing customer service and streamlining operations. Expert in teamwork and problem-solving, I trained 400+ employees across 4 countries and significantly improved online platform safety. My adaptability and keen attention to detail have driven continuous improvement and client satisfaction.

Overview

6
6
years of professional experience

Work History

Ecosystem Community Lead

Scotiabank
04.2022 - Current
  • Provided exceptional customer service to over 1000 customers when addressing client inquiries or concerns via phone calls or email correspondence.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages to over 600+ employees.
  • Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
  • Handled sensitive High Profile Clientele information with utmost confidentiality, maintaining trust and integrity.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.

Senior Trainer

Concentrix
12.2020 - 04.2022
  • Trained over 400+ new hires in 4 different countries and supported the floor with new content and updates.
  • Delivered robust training courses via classroom and e-learning programs.
  • Collaborated with 2 cross-functional teams to identify skill gaps and develop targeted training initiatives.
  • Evaluated program effectiveness through data analysis, adjusting content and delivery methods as needed for continuous improvement.
  • Provided coaching and mentoring to employees.

Senior Analyst

Cognizant Technologies Solutions
01.2019 - 12.2020
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
  • Reduced response time for content review, ensuring a safer online environment for users.
  • Prevented potential legal issues by enforcing compliance with local regulations and company policies related to user-generated content.

Education

Bachelor of Science - Business Administration And Management

Rafael Landivar University
Guatemala
08-2016

Post-Graduate Certificate - Human Resources Management

Centennial College
Scarborough, None
07-2017

Post-Graduate Certificate - Marketing Management

Centennial College
Scarborough, None
07-2018

Skills

  • Teamwork and collaboration
  • Customer service
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Organizational skills
  • Excellent communication
  • Adaptability and flexibility
  • Decision-making
  • Relationship building

Accomplishments

  • Awarded top performer for 3 consecutive years.
  • Trusted to work at the CEO's office with high level Executives providing spectacular Customer Service.
  • Training success rate of 97% on new hires in 4 different countries.


Languages

English
Native or Bilingual
Spanish
Native or Bilingual
French
Elementary

Timeline

Ecosystem Community Lead

Scotiabank
04.2022 - Current

Senior Trainer

Concentrix
12.2020 - 04.2022

Senior Analyst

Cognizant Technologies Solutions
01.2019 - 12.2020

Bachelor of Science - Business Administration And Management

Rafael Landivar University

Post-Graduate Certificate - Human Resources Management

Centennial College

Post-Graduate Certificate - Marketing Management

Centennial College

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Sarahi Sosa