Experience

Black Turtle Services

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Training Assistant

  • Jun 2016 - Present

  ➢ Facilitate training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the adult learner➢ Planning, coordinating and conducting training for new and existing personnel. Activities may include but are not limited to, securing training space, classroom step-up, securing training resources, and collection and entry of training data➢ Monitor progress of trainees during training and coach for improvement➢ Identify performance gaps, causes of the performance gaps and provide solutions to the Training Delivery team➢ Provide coaching about job performance and quality assurance to employees after training➢ Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance➢ Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users➢ Ensure that all training documentation and data is completed and that materials are delivered according to set guidelines➢ Complete CSR observations to observe trends to make recommendations for changes in scripting and training➢ Complete peer audits to share best practices and aid in improving peers' facilitation and knowledge skill.➢ Attend weekly conference calls, work-groups and meetings Show less

• Senior Account Specialist

  • Aug 2015 - Jun 2016

  ➢Coaching & training employees ➢Managing consumers accounts ➢Setting up new consumer accounts ➢Resolving issues in a timely manner ➢Maintained knowledge of information regarding issues on benefits➢Demonstrated strong communication skills by active listening to customers➢Obtained and maintained confidential information ➢Paid attention to detailed issues and frustrations to help customers feel appreciated➢Maintained professional ethics within the workplace➢ Drive initiatives in the management team and organizationally that contribute to long-term operational excellence➢Efficient with typing, microsoft office, multitasking and more. Show less