Ex Trainer/ Counselor
Chatpandas
Total years of experience :10 years, 8 Months
•Brainstorm ideas and turn them into exceptional presentations for training purposes.
•Make smart, constructive plans and training material to target and improve all levels of Spoken English.
•Develop training programs and instructional materials based on training needs
•Develop/maintain training content roadmap for different product modules and processes.
•To ensure quality standards are met, make sure accuracy is ensured and modifications and changes are addressed.
•Counseling Agents and lending an ear to fellow Seniors, striving to inspire for the goodness in life and workplace both.
•Manage editorial content
•Prepare various reports for features and administer appropriate beat for various genres
•Plan, Research, Write and Proof-read communication material
•Lead communication for brainstorming and data exchange sessions
•Ensure accuracy and address modifications and changes to achieve quality standards
•Business Development, identify key contacts to establish and foster relationship
•Bridge communication among employees to motivate for high achievement
•Manage day to day operations at the organization providing support and problem solving
•Ensuring Quality assurance and Quality control as per the expectations of client
•Work effectively under pressure to adhere to stringent deadlines and deliver on time
•Sit in on one-on-one meetings with clients to explain services in order to guide their choices
•Performance Report Writing to communicate team performance on daily, weekly and monthly basis
•Managing Service Levels to ensure quick, quality and calculated response to customers
•Executing “Continuous Coaching Program” to help CSRs provide quality services and work under pressure
•Maintaining “Minimum Average Talk Time” while ensuring call quality standards
•Compered at various corporate events
•Prepared and delivered diversified trainings over team building activities, customer service trainings, language, trainings, motivational, sessions, stress, management, employee enhancement and sales trainings etc.
•Identified flaws in providing exceptional customer care, keeping in lieu the quality standard rules and guidelines set by the company
•Conducted regular calibrating sessions with Agents and Supervisors involved to ensure smooth call grading and enhanced customer care