Process Trainer
Teleperformance (CRM Services India PrivateLimited)
Total years of experience :3 years, 1 Months
Managed end-to-end New Hire batches and trained them on product and process knowledge.
• Ensured successful clearance of agents from training phase during certification.
• Handled more than 10 batches (end-to-end process training)
and managed operations and client interactions during training phase.
• Coordinated with various departments for support for successful completion of batch.
• Conducted various refresher sessions on floor basis Top Call Drivers on monthly basis.
• Conducted quality checks for 0 30 day agents on regular basis during their nesting phase.
• Collaborated with quality team and management across site to identify operational
deficiencies and develop Lean, solution oriented, measurable training as a part of TNA.
• Delivered dynamic training sessions (customer service, soft skills, process training, refresher
training, etc.) across the enterprise to a diverse learning audience.
• Ensured effective knowledge transfer via an assortment of teaching techniques, assessment
tools and continuous improvement opportunities.
•Provided the second level of support to end users by handling service requests that have
been escalated by lower tiers.
• Worked with client to evaluate and solve technical problems.
• Made outbound calls to customers from NAM, LAM, EMEA and APJ regions and helped them
in resolving their concerns by taking remote access of their devices and performing advanced
technical troubleshooting using various client tools which the lower tier do not have access to.
• Advanced and Escalated cases to correct channels and filled advancement feedback tracker
for invalid escalations made to Level 2 Team.
• Used Knowledge Base articles and gave feedback to client for improvement of KBs and
adding steps to them which resolves customer's concern .
• Provided product support as a level 1 frontline agent to customers purchasing our products
and services.
• Placed orders on behalf of customers, recommended best products and services to be
purchased based on customer's requirements.
• Helped customers with order status and refund related issues.
• Performed technical troubleshooting on customer's device remotely to resolve issues related
to product offerings.
• Pitched NBA to increase revenue of the business and achieved KPI goals like CSAT, DSAT,
NPS, FTF, NetSat and AgentSat.
• Escalated cases to next level for advanced troubleshooting and where customers issue was
out of scope.
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Completed through distance learning (Correspondence).