Joana has over 11 years of experience in the BPO industry, beginning her career as a customer service agent and most recently serving as an Account Training Manager at ResultsCX. In this role, she oversaw training operations across multiple sites and lines of business, supporting both Retail and Media accounts.
Prior to managing Retail accounts, Joana spent seven years focusing on Media accounts for a major U.S. client. Her scope included a variety of lines of business such as Inbound and Outbound Sales, Customer Care, Collections, and Retention. As an Account Training Manager, she led a team of trainers, training supervisors and training specialists who worked closely with Site Training and cross-functional departments to deliver effective training solutions.
Joana played a key role in supporting Operations during the launch of new accounts and LOBs. Her responsibilities included conducting training needs analyses, performing curriculum reviews, and developing supplementary training materials to support associate development and improve KPI performance during both Academy Bay and Production phases.
Throughout her tenure at ResultsCX, Joana has been recognized with multiple awards for her exceptional performance and dedication. In addition to her core responsibilities, she also hosts onsite events during client and executive visits, helping to foster strong partnerships and elevate the overall site experience.
