Training Specialist, Call Center Team Leader
Global Migration Services
Total years of experience :10 years, 1 Months
• Handle the administrative tasks of sourcing materials, managing attendance, etc.
• Meet sales target by calling and meeting clients to sign up for the IELTS class.
• Provide feedback to the sales team and monitor performance.
• Plan, prepare and deliver lessons to achieve their IELTS band scores for immigration
• Conduct follow up activity with clients in areas such as development, post workshop participant support, training, etc.
• Identify specific opportunities of clients that may cause issues in the actual IELTS exam
• Motivate students in addressing their personal concerns by building rapport and coaching to create an excellent customer experience
• Manage the business of the IELTS team, which includes coaching the sales team, creating strategies to promote the program to the clients and scheduling.
• Teach English to different nationalities and enhance their communication skills.
• Answer customer queries, guide in achieving resolution, dispute fraudulent transactions on their accounts and assist in recovering the funds from merchants.
• Evaluate customer’s accounts and utilize a set of processing questions to address the customer’s banking needs.
• Display quality customer service in any situation, build rapport and formulate action plans catering to every type of call
• Observe banking processes and guidelines in rectifying different risk scenarios and prevent any bank losses
• Train and support newly hired employees in customer service communication and teach new business initiatives thru classroom management, personal coaching and monitoring performance.
• Identify and create programs to improve customer satisfaction in the business.
• Manage a cluster group in achieving business goals by addressing bank process-related inquiries and providing coaching.
• Formulate career development plans with team managers to support analysts and telephone bankers in achieving their long-term expectations and growth within the company
• Create weekly reports regarding customer’s account status, especially high risk accounts
• Conduct interviews and recruit qualified applicants who match the company’s business criteria in various positions.
• Monitor authorized and fraudulent transactions to improve customer experience and protect business profits.
Achievements:
• Consistently received employee satisfaction surveys from risk operations analysts and telephone bankers every after support.
• Completed JPMC Coaching-to-Communicate training
• Consistently delivered high customer satisfaction surveys which positively contributed to the team’s overall standing.
• Designated to communicate the firm's new processes, updates and initiative to the team; check for understanding and monitor their performance in displaying the expected behavior and results
• Supervise team members as a subject matter expert and answer inquiries to better assist General Motors customers.
• Train new team members and support upcoming team leaders in the department.
• Build rapport and discuss the benefits of OnStar plans to increase sales and promote a strong relationship with customers.
• Rectify customer complaints, retain dissatisfied customers and recommend OnStar plans suitable to their budget
• Upsell OnStar services to contribute to company’s profits and enhance customer experience with the business.
• Process remote vehicle unlock for General Motors customers
• Identify different vehicle year, make and models that has OnStar capabilities and promote Onstar products
Achievements:
• Best-of-the-Best Champion for two years.
• Acted as a mentor for a new team leader and new hires.
• Assigned as team OIC providing feedback and discussing strategies for new hires.
• Was able to get promotion from an OnStar advisor level to an OnStar senior advisor level in a short period of time due to performance and personal contribution to the business.
.