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
