• Facilitate new-hire training classes and cross train agents on several clients and systems.• Update training material on a daily basis to ensure client procedures stay current.• Run on-site nesting for agents as they transition from the classroom to the phones.• Specialize in creating documentation and performing trainings for new projects, processes, and clients.• Monitor agents performance on the phones to ensure quality performance and accuracy of information. • Travel to various sites to help implement new trainings, clients, and trainings.

• Facilitate new-hire training classes and the continuous education for current employees for the EyeMed project• Coordinate huddles for agents to educate them on new processes and procedures• Conduct Train-The-Trainer sessions• Implemented a transition coaching program and manage the interview process• Work with the people of EyeMed to help improve the EyeMed curriculum• Perform administrative duties such as Daily Summaries, LMS reports, and agent time cards• Run on-site transitions of current students to ensure quality performance after leaving the classroom • Traveled to the Convergys site located in Pharr, TX to help launch their EyeMed project• Monitor calls for the agents to ensure compliance and quality customer service