I oversee the entire spectrum of learning and development within our organization. My role involves a comprehensive approach, starting with a thorough training needs analysis. This analysis is conducted in collaboration with staff members, utilizing feedback, observation, and data analysis to identify skill gaps.Based on the insights gained from this analysis, I craft tailored training modules. These modules prioritize engagement while considering various factors such as the mode of training, audience preferences, time constraints, and practicality. I leverage a range of applications like PowerPoint, Canva, and Google Slides to design visually engaging materials, often incorporating gamification and other interactive techniques to enhance the learning experience.During training sessions, I employ presentation techniques and adult learning principles to ensure maximum impact and knowledge retention. To measure the effectiveness of our training efforts, I create Level 1 (L1) and Level 2 (L2) assessments and closely monitor key performance indicators (KPIs) and data to assess the return on investment (ROI).My expertise primarily centers on soft skills, leadership development, and communication skills. In addition to internal training, I serve as a liaison when we engage external training providers. This involves sourcing providers, scrutinizing training proposals, arranging venues or meetings, managing schedules and reminders, collecting certificates, and overseeing payment requests.

During my tenure with this company, I served as an acting supervisor for our operations training team for a year. In this capacity, I supervised a team of 7-9 trainers responsible for our healthcare account. My responsibilities included managing training schedules, conducting Train-the-Trainer (TTT) sessions, providing coaching and training observations, and overseeing performance management.Before that, I worked as an operations trainer, where I specialized in training both new hires and upskilling existing staff. My duties encompassed conducting New Hire Orientation, delivering foundational training that covered aspects like American culture, English language proficiency, soft skills, and leadership training. Additionally, I occasionally handled operations and foundational training for diverse accounts, including telco, entertainment, streaming services, and retail.One unique aspect of my role was the opportunity to fly to the United States for advanced training. After receiving training in the U.S., I would return to pass on the knowledge and conduct TTT sessions, ensuring that our team stayed at the forefront of industry best practices.In addition to training responsibilities, I managed assessment analysis and performed various administrative tasks, including record-keeping, data management, and other administrative duties. This multifaceted role allowed me to contribute significantly to the organization's growth and development.

In my role, I proactively engaged with candidates through outbound calls, conducting phone interviews to identify suitable candidates. Utilizing an Applicant Tracking System (ATS) and paid job boards, I efficiently sourced candidates. Within the ATS, I established and meticulously maintained candidate pipelines to ensure a continuous pool of qualified talent. Moreover, I upheld a professional standard by consistently providing accurate reports to offshore clients, contributing to effective communication and decision-making.

In my capacity, I played a key role in facilitating new hire classes, covering Language, Industry, and Customer Culture training. Additionally, I conducted both new hire and upskill classes focusing on Sales Training and Product Training. During the nesting period, I provided valuable support to learners through floorwalks and coaching sessions, ensuring their smooth transition into their roles.To maintain effective communication and transparency, I consistently submitted daily and weekly reports to offshore clients and onshore managers, keeping all stakeholders informed and aligned with the training and development process.

In my role, I efficiently managed inbound calls, assisting customers with their billing inquiries. Utilizing effective persuasion skills, I successfully transitioned inquiries into sales opportunities and upsold products to interested customers. I also took responsibility for updating and maintaining accurate account information for our valued customers. In addition, I handled payment processing and arranged payment arrangements, ensuring a seamless and customer-centric experience.

In my role, I was the first point of contact for customers, handling inbound calls related to billing and technical concerns. To address these issues effectively, I utilized various systems and tools, enabling me to make changes and updates to customer accounts. These tasks included tasks like number porting, information updates, subscription changes, and billing adjustments, ensuring accurate and up-to-date account information.Furthermore, I provided technical support to customers by assisting them in troubleshooting smartphone-related software and network issues. This comprehensive approach allowed me to offer a holistic solution to customer concerns, enhancing their overall experience.