Bellidene George

I am a 23-year-old female with Customer Service experience in a BPO as well as in training and development. I have worked at reputable companies such as WNS Global Service and EXL Services.

Customer Service Learnership Program at WNS Global Services Ucadamy (2020-07 – 2020-12)

• Introduction to customer service experience
• Importance of customer service experience
• Enhanced English courses and activities

Customer Service Representative- Executive Advisor (Voice& Webchat) at EXL Service (2023-01 – 2023-10)

• Advise customers on their coverages and payments
• Give guidance on pending claims, how to submit claims and the progress of their claims
• Contacting medical advisors to request additional medical documentation
• Determining eligibility for customers
• Informing customers on their claim's statuses

Business& Process Training Facilitator- Senior Executive at EXL Service (2023-10 – 2025-07)

• Managing a team of a minimum of 13 individuals to a maximum of 85 individuals
• Supervising and training bulk training groups as well as smaller groups
• Administration
• Always deliver a consistent and professional level of service
• Always follow strict company policies and procedures, ensuring that legislative requirements are met
• Performing team huddles and motivate the teams
• Introduction to BPO
• Ensure that new hires receive fundamental training on the business as well as process training
• Needs Assessment
• Setting the learning Objectives
• Training program implementation
• Training plan execution and completion
• Attendance
• Shift allowances

Operations Trainer (US Airline) at Teleperformance TP (2025-07 – Present)

• Managing a team of a minimum of 20 individuals
• Supervising and training bulk training groups as well as smaller groups
• Administration
• Delivering training for 10 weeks including in class training (ILT), on the job training (OJT) and floor supporting throughout training
• Mentoring
• Supervising the team throughout the 10 weeks of training
• Introduction to BPO/Airline Industry
• Soft skills training
• Emotional Intelligence (EI) training and creating my own delivery content based on EI
• Liaising with management and the client to ensure alignment in terms of training, performance and development
• Creating bootcamp training for training needs and learning gaps
• Creating refresher sessions for BAU agents and training teams where there are learning opportunities
• Follow strict company policies and procedures
• Attendance

Matriculated – Malibu High School (2014-01 – 2018-12)

Certification N4-N5-N6 in Travel& Tourism/ Hospitality Management – College of Cape Town (2021-07 – 2023-12)