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I am a dynamic, results-driven professional with strong written and verbal communication skills, adept at mentoring and coaching teams to achieve outstanding performance. I have trained up to thirty agents, consistently exceeded targets, increased revenue, and turned challenging situations into positive outcomes. I am proficient in performance management, quality assurance, KPI optimization, and data-driven decision making. I build resilient, equitable teams through personalized coaching and innovative leadership, empowering talent to reach their full potential.…I am a dynamic, results-driven professional with strong written and verbal communication skills, adept at mentoring and coaching teams to achieve outstanding performance. I have trained up to thirty agents, consistently exceeded targets, increased revenue, and turned challenging situations into positive outcomes. I am proficient in performance management, quality assurance, KPI optimization, and data-driven decision making. I build resilient, equitable teams through personalized coaching and innovative leadership, empowering talent to reach their full potential.

Barbara Deffner

Data Analyst, QA Engineer, Data Scientist, +6

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I am a dynamic, results-driven professional with strong written and verbal communication skills, adept at mentoring and coaching teams to achieve outstanding performance. I have trained up to thirty agents, consistently exceeded targets, increased revenue, and turned challenging situations into positive outcomes. I am proficient in performance management, quality assurance, KPI optimization, and data-driven decision making. I build resilient, equitable teams through personalized coaching and innovative leadership, empowering talent to reach their full potential.…I am a dynamic, results-driven professional with strong written and verbal communication skills, adept at mentoring and coaching teams to achieve outstanding performance. I have trained up to thirty agents, consistently exceeded targets, increased revenue, and turned challenging situations into positive outcomes. I am proficient in performance management, quality assurance, KPI optimization, and data-driven decision making. I build resilient, equitable teams through personalized coaching and innovative leadership, empowering talent to reach their full potential.

Available to hire

I am a dynamic, results-driven professional with strong written and verbal communication skills, adept at mentoring and coaching teams to achieve outstanding performance. I have trained up to thirty agents, consistently exceeded targets, increased revenue, and turned challenging situations into positive outcomes.

I am proficient in performance management, quality assurance, KPI optimization, and data-driven decision making. I build resilient, equitable teams through personalized coaching and innovative leadership, empowering talent to reach their full potential.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

DaVinci Resolve Studio

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Beginner

Work Experience

Generalist Data Annotation Expert / Generalist Evaluator Expert at Mercor

January 1, 2025 - Present

Current role focused on data annotation and evaluation of audio/video data from HAR files, tagging entities, and stationary-camera transforms; leading quality assurance and performance improvements for a remote workforce.

Mentor | Manager | Trainer Assistant | Sr CSR at Afni Inc. / Verizon

January 1, 2018 - January 1, 2025

Structured individual sessions while independently managing multiple priorities; led team performance initiatives and outbound activities for target and KPI management; delivered customer support with empathy; analyzed large datasets to balance quality and quantity; presented findings to senior management.

SAP QA Monitoring Specialist at SAP

January 1, 2011 - January 1, 2019

Monitored agents for quality performance compliance within platform requirements; established protocols; aligned agent performance with business goals; conducted audits and improved processes; de-escalated challenging interactions and enhanced agent development via coaching.