Senior Training Design Specialist
AT&T
مجموع سنوات الخبرة :18 years, 2 أشهر
Conducts training needs analysis to research, develop, maintain, implement, and evaluate training/education courses for products/systems/services. Performs needs analysis as a way of identifying performance of business problems. Analyzes/evaluates the customer's methods, policies and training requirements. Designs and delivers specific training solutions which address the organization's needs.
Creating and maintaining a positive and professional training environment. Ensures performance and quality standards through coaching and development responsibilities that include 1x1 conversations, team meetings, call observations, required safety coverage, recognition, administration of action plans and discipline as well as maintaining quality documentation for each direct report.
Delivering, projecting and motivating customer care agents through effective training methodologies both in group and individual classroom dynamics, Managing the design, delivery and continuous improvement of Soft Skill Training programs to develop customer service skills of customer care agents and improve the customer satisfaction in AT&T Customer Care Centers, Conducting a skill building and motivating workshops teaching principles of customer service, communication skills, dealing with emotions, problem solving, maintaining motivation and emotional control, Using applied psychology to teach customer care agents, to better understand customers and choose the best response, Teaching customer care agents how increasing their level of emotional intelligence will make the job easier and less stressful.
Supporting customer care escalation desk engagements for AT&T residential customers, Acting as a senior advisor from the technical, quality and process perspectives for the existing Customer Care Agents in AT&T Customer Care Centers, As dedicated resource, working closely with the respective Operations Manager, performing follows ups on the existing coaching and development action plans with the existing customer care agents and provide real time feedback on performance opportunities and improvements back to respective Operations Manager, Collaborating daily with the Quality and Process Manager, suggesting process and quality improvements, based on the customer care agents feedback, gathered regularly from day to day operations, Developing technical and process related content for the accelerated huddles and team meetings based on the requirements dictated by team’s performance results, First point of contact for customer escalations, Observing agents behavior and communicating observations back to manager, developing and maintaining knowledge across the team, Team dedicated senior advisor for the most complex technical issues utilizing advanced set of tolls and databases for the successful resolution of customer issues and queries.
Acting as a PM first point of contact with people from both inside and outside the company, devising and maintaining office systems including data/records management and filling, managing the day-to-day operations in the office, arranging travel, visas, and accommodation for the management and engineers, meeting and greeting visitors at all levels of seniority, liaising with clients, suppliers and all the staff, dealing with incoming emails and corresponding on behalf of PM, , organizing and maintaining diaries and making appointments, preparing reports and presentations, organizing and attending meetings and ensuring the PM is well prepared for the meetings, withholding confidential information, professional representation of PM office.
administrative support, handling telephone calls, enquiries, requests and complaints, meeting and greeting visitors, organising and maintaining diaries and making appointments, dealing with incoming email, faxes and post, oranising and attending meetings and ensuring everythings is well-prepared, liasing with clients and other staff, deputising for the manager, making some decisions and delegating work to others in the manager´s absence, devising and maintaining office systems, arraning travel and accomodation, and occasionally, travelling with the manager to provide general assistance during the meetings
daily agenda, report to general manager, translating and interpreting, meeting with clients
Providing personal services to ensure the safety and comfort of airline passengers, administering first aid to passengers or coordinating first aid efforts, when needed, directing passengers in case of emergency, keeping passengers safe and ensuring that everyone follows security regulations, trying to make flights as much comfortable and enjoyable as possible, first class service to VIP passengers.
sales
customer service, personal assistance for tourists, ticketing