Learning and development officer
Carriage Logistics
Total years of experience :10 years, 5 Months
• Hiring, training, onboarding new agents and ensures & improves the quality of agents (behavior, knowledge, appearance, and hygiene ).
• Create and develop training strategies, initiatives, materials, and test & review created materials
• Coordinate internal training processes, including auditing and developing corrective actions, plans to address deficits
• Lead or assist in planning, coordinating, and delivering all training classes for new policies and processes
• Educate and coaching to continuously develop Customer Service Representative (CSR) expertise
• Review individual calls and provide appropriate coaching to ensure attainment of set goals, observe employee demeanor, technical accuracy, and conformity to company policies
• Coaching and mentoring sessions with employees for the purposes of developing competencies
• Assist in maintaining and supporting a culture of compliance, ethics, and integrity
• Report on the progress of employees under guidance during training periods
• Monitor employee performance and response to training & conduct evaluations to identify areas of improvement
• Study and develop skills in the use of better teaching and training methods to design effective training programs
• Support and mentor new employees to improves customer satisfaction by providing quality training and audit feedback to staff
• Determine instructional methods such as individual training, group instruction, demonstrations, conferences, videos, and meetings
• Lead in updating training documents such as tests, benchmarks, and modules. Plans and delivers skill-building exercises, group, and individual exercises.
• Provide written documentation (Weekly Feedback Training) with "uncensored" observations of each trainee to the Communicators Manager on attendance, learning curve, organization skills, participation, commitment, attitude, and other general information or challenges.
• Consult and works with the QA Team, Supervisor, and Contact Center Admin to ensure all the resources in the department such as CS Solutions Manual are updated and evaluated for effectiveness and easy comprehension of the content.
• Documenting all training activities and assessing the effectiveness of training through testing, review of audit results & trainee feedback ∙
• Establish a clear disciplinary action list and work with the operations team on automating them thru compliance rules.
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Provide the team with a vision of the project objectives
• Motivate and inspire team members
• Lead by setting a good example (role model) - behavior consistent with words
• Coach and help develop team members; help resolve dysfunctional behavior
• Facilitate problem-solving and collaboration
• Strive for team consensus and win-win agreements
• Ensure discussions and decisions lead toward closure
• Maintain healthy group dynamics
• Intervene when necessary to aid the group in resolving issues
• Assure that the team members have the necessary education and training to effectively participate on the team
• Encourage creativity, risk-taking, and constant improvement
• Recognize and celebrate team and team member accomplishments and exceptional performance
• Work with functional managers and the team sponsor to obtain necessary resources to support the team’s requirements
• Obtain and coordinate space, furniture, equipment, and communication lines for team members
• Establish meeting times, places, and agendas
• Coordinate the review, presentation, and release of design layouts, drawings, analysis, and other documentation
• Coordinates meetings with the product committee, project manager, and functional management to discuss project impediments, needed resources or issues/delays in completing the task
• Listen to team members’ feedback and resolve any issues or conflicts
• Provide necessary business information
• Serve as meeting manager or chairman
We provide customers with high-quality integrated services that meet international standards. Our customized solutions focus on customers' individual needs and future ambitions. Driven by flexibility, efficiency, and innovation, Our talented staff provide continuous customer satisfaction and sustainable growth.
* We Serve 5 Brands In Our Call Center. Burger King - Pizza hut - Kababji - Taco Bell - Applebee's
we receive customer calls Either its New Order Following or complain.
Duties & Responsibilities.
Build sustainable relationships of trust through open and interactive communication.
Effectively manage large amounts of incoming calls.
Preserve excellent levels of internal and external customer service.
Identify customers needs and respond proactively to all of their concerns.
Use sales techniques to retain customers and attract more.
Greet customers warmly and ascertain problem or reason for calling.
Advise on company information.
Place or cancel orders.
Deeply empathetic individuals who can identify with customers’ issues.
Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Close out or open call records
Compile reports on overall customer satisfaction.
Extremely detail-oriented.
Exceptionally strong communicators, both verbal and written.
Well organized individuals with a strong aptitude for prioritization of goals and tasks.
Accomplishes sales and organization mission by completing related results as needed.
Updates job knowledge by studying new product descriptions; participating in educational opportunities.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Maintains communication equipment by reporting problems.
Simply I Was Technical Support Up Q, My Responsibility Was Logical Instability, Wrong Card & Port, All Routers Configuration And Sometimes Physical Instability, To Be Able To Do That I Had The Permission To Access The Servers And DSLAMS With Full Control And Make A Ticket With Customer Internet Problem And Send That Issue To The 2nd Level If Needed, , Also If There Is An Outage I Give The Customer Appropriateness SLA ....talking staff or clients through a series of actions, over the telephone, to help set up systems or resolve issues.
Duties & Responsibilities
Answer Incoming Customer Calls And Provide Assistance For Registration, Email Creation, Physical Line Signal Testing, Modem/filter set-up, Plus Email, Browser, And Modem Troubleshooting.
Evaluates system potential by testing compatibility of new programs with existing programs.
troubleshooting system and network problems and diagnosing and solving hardware or software faults.
Identify and escalate priority issues per Client specifications and redirect problems to appropriate resource.
Working continuously on a task until completion (or referral to third parties, if appropriate).
providing support, including procedural documentation and relevant reports.
talking staff or clients through a series of actions, over the telephone, to help set up systems or resolve issues.
Identify and escalate priority issues per Client specifications and redirect problems to appropriate resource.
Interact And Coordinate With Other Departments To Resolve Customer Issues.
Determine Further Action Or Final Completion On Customer Cases Received. Escalate Customer Trouble Issues When Appropriate.
Investigating, diagnosing and solving computer software and hardware faults.
Maintains client confidence and protects operations by keeping information confidential.
Maintains historical records by documenting hardware and software changes and revisions.
Talking to clients and computer users to determine the nature of any problems they encounter.
Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Follow standard processes and procedures And providing support, including procedural documentation, relevant reports, Records And Repair Tickets.
(MIS) is short for management information system or management information services. focuses on the management of information systems to provide efficiency and effectiveness of strategic decision making. The concept may include systems termed transaction processing system, decision support system, expert system, or executive information system. The term is often used in the academic study of businesses and has connections with other areas, such as information systems, information technology, informatics, e-commerce and computer science; as a result, the term is used interchangeably with some of these areas. 'Management information systems. Management information system. broadly refers to a computer-based system that provides managers with the tools to organize, evaluate and efficiently manage departments within an organization. In order to provide past, present and prediction information, a management information system can include software that helps in decision making, data resources such as databases, the hardware resources of a system, decision support systems, people management and project management applications, and any computerized processes that enable the department to run efficiently.
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