Her Story
About Awilda
Awilda Knopes is a bilingual customer experience and operations professional with over 15 years of progressive experience in leadership, training, and project management. She is recognized for her strong communication skills and her ability to effectively serve a diverse, global customer base of more than 75,000 members. Awilda holds ASQ certifications in Quality 101 and is a Certified Quality Improvement Associate, with expertise in quality tools, process improvement methodologies, and customer service excellence.
In her current role as Customer Experience Manager at the American Society for Quality (ASQ), Awilda leads a team of 11 customer care professionals while ensuring the delivery of high-quality service across all customer channels. She is responsible for developing and implementing training programs, including a comprehensive two-week new hire onboarding curriculum, as well as ongoing cross-training and performance development initiatives. She also oversees key quality metrics such as response time, accuracy, and service consistency across phone, email, and chat operations. Under her leadership, the department has achieved strong operational results and contributed to ASQ’s recognition as one of the Top 100 Call Centers in North America.
Throughout her career with ASQ, Awilda has demonstrated a consistent commitment to operational excellence and continuous improvement, beginning in roles such as Bilingual Transaction Processor and Bilingual Customer Service Representative. Her background includes extensive experience in order processing, procedure development, international customer support, and training support functions. She has completed continuing education in leadership development, Lean for Service, root cause analysis, interviewing, and process management. Fluent in English and Spanish, Awilda is dedicated to fostering team development, enhancing customer satisfaction, and driving organizational success through structured, quality-focused practices.
Her Interview
Ten minutes with Awilda
01What do you attribute your success to?
I attribute my success to the unwavering support of my family and the guidance of exceptional leaders throughout my career. My family has provided the encouragement, stability, and motivation to pursue my goals with confidence, while the mentors and leaders I have worked alongside have challenged me to grow, embrace new opportunities, and continuously improve. Their trust, wisdom, and belief in my potential have shaped my professional journey and reinforced the importance of resilience, collaboration, and lifelong learning.
02What’s the best career advice you’ve ever received?
The best career advice I have ever received is to document everything. Maintaining clear, accurate records promotes accountability, strengthens communication, and provides valuable context for decision-making and problem-solving. It has also helped me stay organized, protect the integrity of my work, and build trust by ensuring important details and commitments are consistently captured and followed through.
03What advice would you give to young women entering your industry?
My advice to young women entering this industry is to stay focused, work hard, and continually invest in yourself. Build your knowledge, develop new skills, and never stop learning, because personal and professional growth creates new opportunities. Be confident in your abilities, seek out mentors, and remain resilient when faced with challenges. Success comes from consistent effort, a willingness to learn, and a commitment to becoming the best version of yourself.
04What values are most important to you in your work and personal life?
The value that is most important to me in both my work and personal life is integrity. I believe integrity is the foundation of trust, accountability, and strong relationships. It guides how I make decisions, how I interact with others, and how I approach my responsibilities. By consistently acting with honesty and ethical standards, I am able to build credibility and contribute positively to both my professional environment and personal relationships.
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