Rossana Gonzalez Serrano

Rossana Gonzalez Serrano has a diverse work experience in various roles. Rossana started their career as a Call Center Customer Service Representative at Account Now in 2013. Rossana then worked as a Quality Business Analyst, Employee Engagement Specialist, and Senior Quality Specialist at Sutherland from 2014 to 2018. During this time, they focused on improving customer satisfaction, implementing strategies for customer retention, and analyzing data to increase employee satisfaction.

In 2018, Rossana joined NICE Ltd as a Senior Customer Experience Analyst. Rossana'sresponsibilities included collecting and analyzing customer satisfaction data and providing insights to assist leadership in making customer-focused decisions. Rossana also collected employee feedback to understand their engagement levels.

Currently, Rossana is working at X-Team as a Senior Engagement Specialist and People Engagement Lead. In these roles, they act as the first point of contact for team members, ensures employee satisfaction, and oversees processes and perks for employee retention. Additionally, they facilitate onboarding and offboarding processes for partner projects and internal teams.

Rossana Gonzalez Serrano completed their undergraduate education from 2013 to 2018 at Universidad Santo Tomás Colombia. Rossana obtained a degree in Social Communication with a focus on Organizational Communication. During their education, they studied general topics related to Organizational Communication.

In terms of additional certifications, Rossana obtained several qualifications. In September 2021, they became a Certified Lean Six Sigma Yellow Belt (Accredited) from Advanced Innovation Group Pro Excellence (AIGPE). Also in September 2021, they completed a course on Customer Success Management Fundamentals, which was offered by LinkedIn.

Rossana obtained a certificate in Customer Experience: Journey Mapping from LinkedIn Learning in June 2021. In March 2020, they completed a LinkedIn Learning course on Mastering Confident Presentations. Furthermore, they obtained a certificate in Customer Service: Managing Customer Feedback, as well as a certificate in Effective Listening, both from LinkedIn in January 2020.

Regarding technical certifications, in May 2016, Rossana became a Google Apps Certified Administrator through Google Cloud Certified.

Additionally, Rossana acquired certifications in Employee Engagement from LinkedIn, and Lead 100 from Sutherland. However, the specific completion dates for these certifications are not provided.