Senior Training Coordinator
Eton Institute
Total years of experience :11 years, 4 Months
• Obtain course feedback and end of course evaluations and take necessary actions if required.
• Handle the front desk and all the inquiries received via email, phone, online and in person.
• Invigilating students during Cambridge English Language assessment.
• Follow up with the status of queries to ensure all action is taken in a timely manner of 24 hours reply time and customer satisfaction.
• Conduct follow up calls and emails with prospective students to increase class sizes and fill rates Liaise with the students and instructors to coordinate Training Courses.
• Monitor enrollment numbers to ensure minimum numbers are met and take corrective action as required.
• Monitor attendance of students for all Training Courses.
• Coordinate with the office manager in relation to any changes made to Training Courses, schedules, i.e. confirm/cancel participant enrollment prior to course commencement and communicate this with all key stakeholders.
• Preparation of Training Courses schedules, training material, marketing collateral and trainer liaison.
• Keep records on ERP and of customer data, interactions, details of inquiries, comments, complaints, actions taken and all relevant information related to the Training Courses.
• Identifying new sales leads, pitching products / services.
• Researching organizations and individuals online to identify new leads and potential new markets for events. Identify potential clients and the decision makers within the organization.
• Researching the needs of other companies, learning who makes decisions about purchasing to set up new business events. Plan approaches and pitches.
• Work with team to develop proposals that speaks to the client’s needs, concerns and objectives.
• Contacting potential clients via email or phone to establish rapport and set up meetings.
• Maintaining fruitful relationships with existing customers.
• Planning and overseeing new markets initiatives, negotiating and renegotiating by phone, email and in person.
• Attending conferences, meetings and industry events.
• Assist the Manager in meeting the daily SLA Targets and take supervisor calls for escalated cases.
• Carry out process refreshers and training on Process Refreshers.
• Handle all escalation calls for the team. Able to stay calm when confronted with angry customers and defuse tense situations.
• SBS to at least 4 calls per agent per week and give documented coaching and feedback
• Act as the Tech SPOC for the team, log all tech issues on time and ensure proper follow up and closure on the same
• Assist the Team Manager in driving performance and productivity of the team
• Provide timely feedback to the Team Manager for the agents on the team in terms of performance, attitude concerns, absenteeism concerns and any other critical areas
• Assist in the selection and grooming of floor walkers and potential team coaches.
• Take at least 2 buzz sessions per week for the team
• Act as the quality champion of the team and drive quality on every call
• SPOC for weekly client call on Process Improvement Prospectus.