Learning Specialist
Telecom Company
Total years of experience :17 years, 11 Months
• Overseeing the creation of the end-to-end learning process, as well as taking care of the participants experience.
• Collaborating in the development of executive and professional learning and development programs to guarantee a positive.
• Bundle learning resources in the form of accredited Nano degrees that are aligned with competency and skill based career paths.
• Creating periodic reports, manage project progress and escalations for any unusual situations.
• Ensuring project progression and goals achieved and maintaining regular contact with team members.
• Reporting KPI results and highlighting risk which allow to keep track of company's performance.
• Overseeing the implementation and prioritization of initiatives.
• Overseeing several contact center development initiatives across numerous channels.
• Improving contact center systems, apps, and processes by gaining a better understanding of current business processes and system barriers.
• Creating and keeping thorough plans to track system upgrades and new implementations.
• Improving contact channel services by gaining a better understanding of client behavior.
• Providing and reporting complete reports and statistics situation.
• Implementing Dashboard to showing and viewing all statistics analysis.
• Creating and maintaining business intelligence systems that enable fact-based decision-making, ad hoc analysis, and insight generation, as well as their deployments and continuous development.
• Providing advanced technology solutions that improve financial accuracy and efficiency across the organization by using automated, upgraded ad-hoc reporting and routine MIS
• Examining business requirements and make recommendations for new system solutions that are appropriate. Develop reports, procedures, and execute user acceptance testing (UAT) in projects to ensure that requirements are met before approving them.
• Providing users with documentation to resolve day-to-day system issues and correct unintended errors.
• Maintaining effective customer relations by responding to consumer inquiries about accounts, product informational, and electronic service.
• Assisting in the development of exceptional customer service and the expansion of the customer base.
• Maintaining a skilled workforce and ensuring target achievement, maximize the efficacy of the team by conveying strategies, promotional activities, and related information by scheduling frequent trainings.
Other Trainings & Certifications: • Certified in a Six Sigma ( green built) - currently pursuing. • Money Laundry • Security Awareness • Compliance • Problem Solving and Decision Making