Seniority
Manager
Department
Customer/Client Service
Location
Portland
Industry
Retail
Company size
9.2K
Contact information
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j•••••••@on-running.com
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Background
About Jeniffer Herrera
Bilingual (English/Spanish) Customer Support Enablement & QA leader with 15+ years in customer service, coaching, and global ops. I build learning systems, journeys, readiness gates, calibrations, and KCS-style knowledge that make reps confident and customers feel heard. I’ve partnered across AMER/EMEA/APAC on QA scorecards, SOP alignment, multi-region calibrations, and integrated training programs so standards are not just defined, but taught, coached, and reinforced. I use generative AI to speed content and assessment, making onboarding and upskilling more adaptive and data-driven. Focus: TtP ↓, D30 QA ↑, DSAT by root cause ↓. Experienced in regulated environments—HIPAA and FERPA Specialties: Learning Journeys (ILT/VILT/WBT) • Readiness Governance • QA & Calibrations • KCS • Agent Coaching • Leadership Development • Global Ops Partnership (Ops/WFM/Policy) • AI-assisted content
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