Training and Knowledge Supervisor
Malomatia
Total years of experience :8 years, 3 Months
Managed the Training and Knowledge team, overseeing skill development.
Developed and improved the training and knowledge content framework.
Measured and reported the quality of service, recommending improvement initiatives.
Coordinated with stakeholders regarding training plans and schedules.
Conducted monthly performance reviews, including action plans.
Submitted Knowledge and Training reports to the management.
Planned and forecasted training and knowledge team's workload to meet auditing requirements.
Provided ongoing action plans, training, and coaching based on trends analysis.
Conducted regular training calibrations to assure consistency.
Collected knowledge, training, and built application service drivers for new projects.
Provided yearly appraisals for the team's performance.
Monitored performance, conducted calibration sessions, and prepared quality reports.
Provided soft skill training for new staff and refresher training for current agents.
Trained the backend and focal point (Client) and conducted system training sessions.
Prepared assessments and followed up on team performance after training.
Built and uploaded knowledge into the system and maintained service drivers.
Gathered information and met clients to discuss additional services or updates.
Respond to incoming calls from clients reporting issues, inquiries about services, and all other client issues.
Maintaining a high standard of professionalism with clients and attempting to build a good rapport with each caller.
Collaborate with the management team to stay informed of any changes to corporate policy and to stay current on product expertise.
Update customer profiles in the CRM database during and after each call.
Oversaw seminars, webinars, workshops, and events for newly hired employees.
Managed client communications via email, phone calls, and websites.
Answered client inquiries about the company's goods and services.
Tracked business initiatives to attract new clients.
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