● Develop and delivered customized training programs for employees resulting in 20% increase in overall performance. ● Conduct thorough needs assessment of employees to identify skill and knowledge gaps.● Collaborated with training manager and operations manager to create targeted training solutions for employees. ● Develop online training modules and virtual training sessions, improving accessibility of training program.● Monitor and evaluate training effectiveness through assessments, surveys, and PKT refreshers.● Use simulations, and interactive content into training sessions to enhance engagement. ● Define KPIs for training effectiveness.● Utilize performance data to gather information and suggest continuous improvement to enhance learning outcome and overall business success. ● Regularly review feedback to identify areas for improvement and adjust training content accordingly. ● Clearly communicate to Operations Manager how each refresher training will contribute to improving performance. ● Utilize pre/post training assessment to gauge employee’s knowledge and skills and to measure the effectiveness of the training and identify areas for Improvement. ● Execute onboarding for new hires, ensuring a smooth transition and integration into the company culture and learning environment. ● Update and refresh training content based on industry best practices and organizational changes. ● Partner with stake holders to collaborate about process improvement and process updates.● Conduct refresher courses on empathy, engagement, and customer satisfaction for the best result in customer resolution.● Participate in quality calibration to ensure that the process is the same across departments.

● Design, develop, administer, and evaluate training program with call center goals and objectives.● Deliver in-depth, valuable training to 1500+ employees both onsite and remote to fill key positions and maximize productivity. ● Designed and implemented the Work from Home (WFH) Curriculum due to Pandemic.● Focus on maximizing employee performance, team productivity and quality assurance with effective training programs.● Facilitating new hire training classes and continuous training for existing agents with creative tools/exercises.● Conduct role play scenarios and interactive games based on training curriculum to keep employees engaged.● Explain goals and expectations required of trainees during orientation process.● Deploy and troubleshoot vendor software both inside and outside of VPN software.● Identify areas of improvement and develop new training materials/modules to educate employees on specific call types.● Maximize call center effectiveness by ensuring all employees have thorough knowledge of job responsibilities, products, services, and policies.● Maintain a strong knowledge of company process, updates and changes by participating in workshops, conferences and online education classes.● Test trainees on materials to determine levels of understanding and create successful refresher course based on evaluation of employee's needs.● Coordinate with team leaders to identify training and development opportunities to improve and optimize performance.● Document new hire employee attendance, engagement and progress throughout the training period.● Provide daily reports and communication to Operation managers to ensure the alignment of training with production needs is seamless.