Experience

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  iSON BPO - Leading BPO Service Provider in Africa

  • United Arab Emirates
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Skills Developer

    • Sep 2018 - Present

     Facilitate training for new hires including assessments, and final certification. In conjunction with the Human Resources department, to coordinate timely delivery of new hire orientation programme.  To prepare training reports upon conclusion of each training programme. Work closely with Quality team to monitor and evaluate new hire performance, and suggest refresher training as applicable. Identify training needs for the call center staffs in order to cave any deficiency and advice appropriate training programs. Delivering training programs as required for employees being promoted to new positions. Maintains training records which include but not limited to training attendance and training assessment results. Suggests and implements training initiatives to address business growth and enhance performance.  Ensuring customer service representatives have thorough knowledge of products and services. Developing individual coaching plans, scheduling orientation and ongoing training. Helping customer service representatives in improving their performance in order to meet organizational goals and attain higher customer satisfaction. Updating and adding all product information to an online help system. Determine training needs by observing sales and service encounters such as: Identify areas for improvements in order to meet customers’ needs Running through technical and customer service reports Preparing product knowledge tests for customer service agents via Google drive  Preparing Monthly Review Reports in Power Point Application for organizational development. Determine training needs by observing sales and service encounters such as:• Identify areas for improvements in order to meet customers’ needs• Running through technical and customer service reports• Preparing product knowledge tests for customer service agents via Google drive

  • Airtel Customer Care Agent

    • Jun 2018 - Aug 2018

     Answer incoming calls from customers. Handle complaints & troubleshoot problems Answer inquiries and questions. Provide information and follow up cases for customer satisfaction.

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  Tech Mahindra

  • Zambia

  • Airtel Customer Care Agent

    • Jan 2014 - Jun 2018
    • Zambia

     Answer incoming calls from customers. Handle complaints & troubleshoot problems Answer inquiries and questions. Provide information and follow up cases for customer satisfaction.

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  Alliance Ginneries

  • Zambia

  • Checking Clerk

    • 2013 - 2014
    • Zambia