Maria Herrera

As a Sr. Quality Analyst, I have had experience in monitoring the operations floor to ensure everyone is compliant with HCL and Pearson standards and protocols. These are just some of the activities I've had the pleasure to contribute to while working in this role:

• Developed and executed comprehensive plans to enhance the quality of interactions in the operations floor.
• Collaborated with cross-functional teams inside and outside from QA to resolve areas of opportunities and help with the business needs.
• 50 audits per week is what's currently required for my role. I manage to do 70.
• I'm required to attend and/or lead 2 calibrations per week, and I manage to participate in 3.
• Conducted root cause analysis for diverse situations that affected the interactions between Pearson and candidates (end-users).
• Led initiatives to innovate with new analysis processes and enhance the existing ones.
• Led global/internal calibrations to ensure global alignment within the company.
• Analyzed testing results and provided actionable insights.
• Oversaw planning, workload balancing and assignment of diverse tasks within the team.

As a coordinator, I used to be responsible for reviewing candidates' accommodations needs while searching for availability that best matches their needs, expectations and preferences while adhering to Pearson policies. I've become skilled in providing clear and constructive instructions to bring our candidates a painless scheduling and certification experience. These were just some of my responsibilities in that position:

• Coordinated examination scheduling and logistics to enhance operational efficiency.
• Handled 10 cases per day when the expectation was only 6.
• Managed to keep an average of 98% in my job quality metrics.
• Managed candidate communications, ensuring clarity and responsiveness during their whole communication process with the company.
• Mentored junior staff in best practices for candidate handling.
• Enhanced operational documentation by maintaining well-organized notes and documents while updating our records as needed.
• Managed project timelines for successful completion ensuring we could comply with our deadlines.
• Enhanced candidate satisfaction by responding promptly to inquiries and addressing concerns with the utmost professionalism.

English Program Coordinator for Middle School and High School. The job required me to handle a team of highly skilled English teachers to educate honest and skillful citizens to ensure they could live up to their full potential. As an English Program Coordinator I:

• Coordinated training sessions for 2 educators to ensure best practices in teaching methodologies.
• Developed and implemented curriculum plans to enhance student engagement and learning outcomes.
• Facilitated communication between staff, students, and parents to support academic success.
• Managed program budgets, allocating resources effectively to meet educational goals.