TRAINER / PERFORMANCE IMPROVEMENT PLAN (MASTER COACH) - FOUNDEVER (SYKES) PNC Retail Bank (Financial)
(2022-09 - 2025-06)
- Conduct Pre & Post assessment to identify any red flags
- Communicates with various departments within the organization, including resource planning, human resources, and quality
- Assists Operations with understanding agent opportunities and updating training programs to meet those needs
- Knowledgeable in adjusting the teaching methods according to the trainees' personalities
- Accomplishes accurate training reports
- Responsible for creating compelling learning activities and course content, working with subject matter experts to identify training needs, applying instructional design theories and methods, and utilizing multimedia tools to enhance the learning process
- Develop proactive training strategies to improve quality metrics of the agents
- Perform root cause analysis of the accuracy of new hire performance during the on-boarding process
- Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
- Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
- Good knowledge of Quality/Process Improvement techniques
- High level of energy, drive, enthusiasm, initiative and commitment
- Excellent communication, consulting, influencing and interpersonal skills
- Proven track record of collaborating with cross-functional groups to produce results
SR. TRAINER / QUALITY ASSURANCE - MEDSPECIALIZED INC. DrCatalyst (Health Care)
(2020-08 - 2022-09)
- Conduct Pre & Post assessment to identify any red flags
- Communicates with various departments within the organization, including resource planning, human resources, and quality
- Assists Operations with understanding agent opportunities and updating training programs to meet those needs
- Knowledgeable in adjusting the teaching methods according to the trainees' personalities
- Accomplishes accurate training reports
- Provides Training Needs Analysis
- Responsible for creating Bi-weekly and monthly business review reports
- Creating training modules/curriculum other tasks that are required by the business
- Observe trainers' classroom and virtual training classes
- Quality updates and reports sent by client and operational contact, creates internal reports and communicate to the floor, training, timely, accurately, and consistently
- Implement and reinforce all quality and customer connection processes within center
- Drive strategy by analyzing data collected from a statistically significant sample of calls
- Ensure call center compliance to account policies and procedures, fulfillment, professionalism and accuracy of information given during associate/customer interactions
- Create a standard report including measurements of: regulatory infractions, one call fulfillment, professionalism, and customer experience
- Manage the QA department and ensure processes and/or techniques are followed
- Accountable for the performance of QA representative by coaching, creating, and maintaining development plans, conducting performance appraisals, recommending training, and encouraging individual employee participation in decision making
- Implement objectives set by training manager and assists in giving rewards and recognition to the team once goals are achieved
- Establishes common work processes, standards, tools, and coordinate quality assurance activities across teams to meet business and customer needs
- Serves as the central point of contact for QA needs across the organization to ensure client's expectations are met
SENIOR TRAINER - THE RESULTS COMPANIES
(2019-01 - 2020-07)
U.S.A HEALTH CARE (Member). WELLCARE – Customer Service Support (voice). Product Specification Training --> Pre-production(nesting).
- Responsible for creating and administering ongoing training programs for new and current employees
- Point of contact under product specification training
- Helps assess current training gaps in partnership with Operations, Quality & Training Manager; communicate results with leadership team and work with leadership team to execute relevant training and/or coaching sessions
- Mastery of product specification program for both training and operation
- Works jointly with Training Manager and other trainers in designing new training curriculum and/or updating an existing training material
- Collaborates with Operations and Quality in identifying individual and team skills and knowledge gaps
- Conduct bi-monthly audits for both associates trainer and senior trainer
- Provides meaningful feedback/coaching to trainees in a timely manner to maximize their training experience and results
- Responsible for Knowledge management training for 2020
- Responsible for weekly business review
- Complete phone time to keep current on programs (as applicable)
TRAINING MANAGER - GLOBAL EMPIRE COMPANY BPO CORP.
(2016-05 - 2019-12)
1800 Flowers & Avas Flowers - Customer Service Support (voice) and Sales (email, online and voice). Communications Training (soft skills) --> Product Specification Training --> Pre-production(nesting).
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
- Responsible for creating and administering ongoing training programs for new and current employees
- Responsible for quarterly performance reviews that were submitted directly to management
- Called on to give input on changes to the call center that were made during a major remodeling project
- Responsible for developing, updating and administering all training materials for new and current associates
SENIOR TRAINER - XEROX ACS
(2015-11 - 2016-05)
VERIZON "BETTER MATTERS" - Customer Care Support (Chat).
- Responsible for developing the knowledge and skills of the company's workforce
- Ensure that the company has a workforce that can meet its current and future business objectives, and deliver quality services
- Help individuals reach their potentials and to build employee satisfaction
- Deliver and facilitate Pre-Process and Process Trainings
- Maintain attrition and throughput as per process guidelines
- Coach associates on DSAT with a clear understanding of process requirement
- Conduct regular audits to check training effectiveness
- Document Training reports and trackers
TRAINER / LANGUAGE AND NEUTRALIZATION - HSBC - SINGAPORE
(2010-10 - 2015-06)
HONG KONG SHANGHAI BANK CORP. - Universal English Language (Versant). Universal Spoken Language Training --> Pre-process Training.
- Conduct Recursive Training based on the Training Need Identification/Analysis
