Training Consultant
X-Effective Testing Center
مجموع سنوات الخبرة :18 years, 10 أشهر
Facilitate the coordination of business between onshore & offshore offices.
Ensure compliance with Standard Operating Procedures. This includes drafting processes and training the operations staff about them.
Leading and directing a team for Administrative Support, Recruitment, and Inside Sales.
Inspiring the Inside Sales Team to stay motivated - this includes resolving their administrative issues and challenges. Also, guiding them towards an effective strategy to be able to sell more.
Working in close partnership with the US office (onshore) & offshore office on both tactical as well as operational fronts.
Be responsible for customer relations.
Execute business plans and deliver agreed results and perform a strategic business partner role.
Demonstrate sound dynamics of working in an onshore/offshore working model under demanding situations.
Drafting, scheduling, and registering conferences, demos, and internal compliance trainings - compliance trainings include Leadership Skills development, Ethics, and Communication.
Manage the Internal & External Recruitment process in coordination with onshore.
Utilize cross-functional resources to deliver integrated support for immediate queries from onshore.
Prepare weekly status reports and share with management.
Supervise all content for the Training and Development Center including conducting trainings as and when required.
Work directly with the VP - Operations to ensure smooth functionality of Night Operations.
Communication training for the Client Services team.
Leadership Skills, Personality development, Conflict resolution, Stress Management, and Time Management trainings for the Human Resources Learning & Development Center.
Delegated tasks and assignments to the Electronic Medical Records Client Support team.
Upsell various product features such as eRx, efax, additional physician licenses to existing clients to earn monthly commission.
Facilitated compliance with the various SOP’s that define everyday operations.
Communicated individual role expectations to new and existing EMR Support staff.
Assisted with the development of full scale team objectives.
Tracked team deliverables using appropriate tools.
Provided direction and support to the Client Services team.
Defined, regulated, and ensured overall call quality.
Constantly monitored the progress of individual Client Service executives.
Client Service staff evaluations and assessment of performance.
Systems Limited, Head Office, Chamber of Commerce Building
Trained personnel in operational procedures for BPO.
Devised and implemented mechanisms for enhancing team productivity.
Ensured that daily targets were met in accordance with project deadlines.
Prepared and presented productivity reports for Clients.
Ensured that the work place and equipment was maintained professionally.
Implemented safety and security standards.
Ensured that Confidentiality Agreements were understood and complied with.
Maintained and implemented Operations Manuals for running projects.
On an ongoing basis, reviewed operations to identify and correct weaknesses and build upon strengths.
Reviewed the information security documentation and ensured that all information security policies and procedures were adhered to.
Carried out all assigned information security tasks.
The X-Effective Preparatory Center
Conducted, prepared, and coordinated communication & behavioral training for students.
Taught students functional English, general etiquettes, and social interchanges in the English Language.
Evaluated & monitored student progress including feedback where necessary.
TRG Customer Solutions (Central Voice
Trained team members in System Software (Startel), Computer-based application, Linguistic, Information and Customer Service Skills.
Monitored and evaluated the performance of each CSE with respect to Startel quality matrix by giving timely feedback through excel-enabled performance sheets.
Dealt with a diverse range of hard-to-handle consumers including irate, inquisitive and other challenging callers as and when required.
Identified key training areas for team members through computer-based monitoring of calls and maintained a regular database of Key Performance Indicators.
Resolved common software application issues for each CSE by working closely with the IT team.
Created, maintained, and supervised client accounts on the system software.
Made sure all call center associates were working in compliance with established SOPs.
Followed a rigorous process protocol to ensure service excellence.