Associate Product Manager

• Feb 2022 - Present

Global Training Project Manager

• Dec 2020 - Oct 2021

Training Manager

• Dec 2018 - Nov 2020

Assistant Manager Training

• Nov 2015 - Nov 2018

Training Effectiveness• Assistant Training Manager is responsible for creating the training plan monthly, quarterly and annually based on hiring plan and ensures resources availability, communicates Training plans with client & operations. • Ensures ongoing development of Training agenda and activities in order to meet results, review and approve developed training content • Conduct TOF Calibrations with Training Leads and senior Training leads.• Sets action plans to improve training efficiency based on wave over wave results, and Trainees learning curve analysis. • Work with Training Leads, Operations, & clients to identify training needs based on KPIs Opportunities & conduct TNA, on quarterly basis • Ensures Monitoring of nesting Daily performance reports for New Hires & ensure action plan is created & implemented, ensure sufficient/proper nesting support by Training Leads, Trainers and designated SMEs• Ensures that TLs are analyzing NHs Performance during the nesting period and are designing instant action plans for improvement with senior Trainers, trainers and Ops.Process Level Improvement• Monitors and audit implementation of all BEST T&D processes, and the Tracking of Training effectiveness and sets plans for continuous improvement (sets action plans based on Kirkpatrick results) • Prepares audit data & works with BEST T&D auditor towards certification.• Design & present Quarterly/ Monthly Training reviews, showing the success and challenges of the training team• Ensures Training Quality measurement and reporting• Maintaining Training Effectiveness Measurement in “3.3 Training & development” (pass rates & learning curve measurement)• Ensures proper verification of skills and knowledge in agent level titles & Training titles.• Manages Staff Feedback (i.e. Chats) • Using Six Sigma & DMAIC methodology and analytics, work on accomplishing measurable business process improvements Show less

Training Coordinator

• Nov 2014 - Nov 2015

 Revise and Review Trainers Tasks. Make recommendations for knowledge base enhancements. Document suggested additions/deletions to the Knowledge base.  Attend executive training calls. Coordinates communication with other departments including (WFM, HR and QA). Sends all reports either to internal or external parties. Interface with internal and external contacts to ensure all business needs are satisfied. Action requests appropriately within remit. Escalate issues to Training Manager when required. Use of training request system to provide audit trail of requests. Identify, analyze and agree future training requirements and establish interventions to satisfy them effectively. Agree appropriate action for delivering to groups/individuals at key time periods. Conduct evaluation/feedback sessions to analyze shortfalls in recruitment and training. Ensure all Teleperformance policies and proceduresare adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and proceduresare communicated to the proper Teleperformance Management immediately.  Other Duties as assigned. Show less

Product Trainer

• Dec 2013 - Oct 2014

 Facilitate new hire training. Administer and grade new hire performance and prepare action reports accordingly. Deliver appropriate coaching and training to address performance or to upgrade skills. Determine training needs based on business objectives and individual development requirements, design, delivery, and evaluation of training and learning alternatives. Successfully deliver qualified employees to the production floor. Conduct continuous refreshment training sessions for current employees to enhance their performance and customer service attitude. All materials are version controlled, dated and designed in line with correct templates and company document control procedures. Attend meetings with internal and external contacts to confirm requirements and actions. Complete all relevant reporting on the outcome of the training to include daily attendance, test scores and post training assessment.  Ensure all Teleperformance policies and proceduresare adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and proceduresare communicated to the proper Teleperformance Management immediately.  Other Duties as assigned. Show less

Customer Support Specialist

• Oct 2013 - Dec 2013

 Support and provide service via phones Use listening skills that support effective telephone communication to support the customer needs and requests.  Apply appropriate actions to effectively resolve the customer request.. To provide a high level of customer service to clients at all times. To work effectively as part of a team, developing effective and supportive relationships with colleagues. Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and proceduresare communicated to the proper Teleperformance Management immediately.  Other Duties as assigned Show less

Customer Service Representative

• Aug 2013 - Sep 2013

Telemarketer

• Feb 2013 - Jun 2013

Tier 2 Back Office Representative

• Mar 2011 - Feb 2013

Customer Service Representative

• Oct 2010 - Feb 2011

Customer Service Representative

• Sep 2009 - Sep 2010

Customer service representative/Sales representative

• Nov 2008 - Aug 2009

Guest Service Representative

• Jul 2007 - Oct 2008