Hello, I am Lucas Fuentes, the Senior Director of Training and Development for ONQ Contact Center in Panama, Latin America. I oversee all aspects of training, including client onboarding, training new hires, all client-specific instruction, and HIPAA certification. I joined ONQ in October 2014 as a customer service representative. Soon after I became part of the training team, where I served as an assistant trainer, training supervisor, assistant training manager, and training manager. I have more than five years of experience as a trainer in medical billing and revenue cycle management. I am proud to also be an attorney, having earned my law degree from Universidad de Panama in 2011. I am excited to be apart of the Contact Center World Award community and I look forward to connecting with everyone globally.