Call Centre Corporate Trainer

CORPORATE TRAINER
>CSR SUPPORT SUPERVISOR


CORPORATE TRAINER:

PRIMARY ROLE:
Instructional delivery of curriculum to meet company standards, policies and procedures.
Training of all seasoned and new employees encompassing business processes, equipment orientation, soft skills seminars, telephony, corporate history and current core competencies.
Monitor and record behaviour & performance for training evaluations, recommendations and skill level assessments.
Participate in the delivery of specialized training programs directed at all company employees when requirements necessitate.
Create a positive, encouraging and accommodating training environment in keeping with current company standards of expectation.


RESPONSIBILITIES:
Plan, develop and deliver training that meets the current needs assessment and further enhances current training programs.
Create curriculum with clear objectives, outlines, practical application and review activities.
Present a variety of learning methods, tools and environments for adult learners, mentoring, e-based tools, hands on training, one-on-one format, classroom presentations, cd roms, guest speakers, software/hardware training materials, books, audiovisual equipment and supplies.
Develop and prepare workshops, refreshers, motivational sessions, round tables and lunch & learns for seasoned employees.
Meet with the Management team to discuss implementation, training schedules and required evaluations/certifications for any new coporate wide training programs
Prepare and maintain both written and electronic evaluation records of employee performance, improvement level and action plans


ACCOMPLISHMENTS:
Recognized for Outstanding Leadership in making company expansion an Enormous Success * This entailed Team Training, Evaluation and Initial supervision of ••••• new employees for expansion in a critical time frame.

Presented with the Xerox Call Centre ESPRIT Award in recognition of my contributions in Teamwork, Inspiration and Support of Customer Service Representatives. * This award is given annually to the person who makes a difference in the daily work practices and successes of other employees. A nomination and voting process is used to ensure that all of the Customer Service employees have an opportunity to choose the person they feel is most deserving.

Honoured by the company President with the Customer Hero Award * This award is given to Xerox employees who are formally nominated by a Customer in recognition of providing Above & Beyond Service


CSR SUPPORT SUPERVISOR:


PRIMARY ROLE:
Motivate, develop and support a high performance Digital Team in the measurements of world class customer service according to Xerox International Core Competencies.
Train and develop top-quality staff to ensure quantitative and qualitative results meet Customer First performance metrics.
Review monthly targets and support staff to improve results, identify performance inconsistencies and implement required training.
Coach and monitor to ascertain improvement opportunities and create action plans to close identified gaps.


RESPONSIBILITIES:
Conduct Interviews and evaluate potential candidates for employment.
Monthly monitoring sessions using recorded, remote access software and seat rides.
Monitor recorded & remote sessions for monthly assessment reports.
Assist reps with creating action plans based on monthly assessment gaps.
Promote monthly team results through contests, incentives and rewards.
Maintain and update process database for feedback purposes.
Support each team member by answering email, phone, training needs/requests and walk-up inquiries.
Meet with Support Team to evaluate training needs based on needs analysis and monitoring assessments.
Deliver feedback received through internal monitoring results, process error database and customer surveys.


ACCOMPLISHMENTS:
Improved & Maintained the Digital Team solutions metrics from •••••% to •••••% during my 5 years as Support Supervisor.

Conducted a •••••+ hours of coaching & training in the areas of product knowledge, seat rides and soft skills workshops which led the team to #1 in the 3 Call Centres of the Xerox US Service Corporation.

Conveyed a Professional Business Acumen together with a Good Humoured Personality to facilitate greater Team performance.

Humour is a Powerful Motivator and Morale Booster•••••

Humour in the workplace keeps the mood light and maintains a climate of positive energy where morale is high. And when morale is high, co-workers get along better, people actually want to show up to work and employees are more committed to their goals.

Shaped highly developed quality results through •••••+ hours of employee monitoring to identify opportunities for improvement, assess training needs and evaluate qualitative & quantitative performance.


CERTIFIED TRAINING & SKILLS:

Instructional Skills Level II
(Train the Trainer)
Coaching for Performance
Customer First - Second Nature
Leadership through Quality
Time Management •••••
Team Problem Solving
Critical Thinking •••••
Quality Improvement Training
Workplace Health & Safety •••••
Diversity in the Workplace
Policies & Procedures •••••
Microsoft Office (Proficient)


EDUCATION:

Langevin Training Centre
Instructional Skills Level II
(Train the Trainer)

NBCC - SJ Campus
Tele-Sales / Tele-Service Diploma
Office Skills Level I & II Certificate

Simonds High School•••••
Saint John NB•••••
College Preparatory Graduate


REFERENCES:

Available upon request.